This document discusses Yvonne Kubbinga's views on ICT operations and customer service. Some key points include: - ICT plays a high dependency role in supply chain and store operations. - Future retail trends involve omni-channel shopping and seamless integration across online, mobile, and in-store experiences. - Perfect customer service is the baseline for success and involves easy to use, relevant, and consistent support. - Empowering service teams with the right tools and understanding of customers is important for delivering excellent service. - Performance analytics and simple management dashboards that provide real-time, relevant data are important for monitoring operations and addressing issues quickly. - Having friendly, knowledgeable people focused

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Yvonne Kubbinga
Head of ICT Operation
Transparant
& Honest
Inspire
Innovative
Operator
Passionate
about ICT operations
others to improve
everyday
SMD2016 – Yvonne Kubbinga

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4. Warehouse Operations
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High dependency on ICT in Supply Chain
SMD2016 – Yvonne Kubbinga

5. Store Operations
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Stores are robust, with dependency on ICT
SMD2016 – Yvonne Kubbinga

6. ICT Innovation - Retail
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Store - Beacon, RFID, 3D printer
eCommerce - Drone
Home - Amazon dash
Tomorrow – Seamless Cross Channel
Customer shops integral in store, online and mobile
Future – Omni Channel
Customer experiences a brand & multiple integral connecting point
SMD2016 – Yvonne Kubbinga

7. Future in Customer ICT Services
Servicedesk Helpdesk
(ICT) Service mgt
Easy to use
Fix it Yourself ICT
Multi media, Any time
Service Automation
Service Monitoring
Service Intelligence
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8. Key Success factors for Customer Satisfaction
Conditions for Customer Satisfaction
– Relevant
– Easy to use
– Perfect customer service, always
Smooth ICT Operations is the baseline for success
– Stability
– High Performance
– Low risk
ICT = robust & simple or ICT = Dissatisfier
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9. Perfect ICT Service = Empowering People
Select a Strong Team (Partners)
& Empower them to deliver
Always available
Multi Media (Chat)
Excellent communication skills
Thorough understanding (both ways)
Self service portal and Online Knowledge
Technical Expert online
Perfect Operational Support
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Secret for Success
SMD2016 – Yvonne Kubbinga

10. ICT Service Measurement – Service Desk?
Customer Satisfaction
Agent Utilization
First Contact Resolution Rate
First Level Resolution Rate
Agent Satisfaction
Aggregate Service Desk Performance
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Cost
Quality
Productivity
Agent
Service Level
Call Handling
Relevant? Simple?
SMD2016 – Yvonne Kubbinga

11. ICT Service Measurement - Conditions
How to use Relevant Data?
Reporting (looking back, using old data)
Trending & Analytics (fresh data to support today’s service)
Tools with easy access to Relevant Data
Knowledge
Self Service
Strong Analytics & End 2 end monitoring
Prevent incidents to occur
Find the root cause fast & fix for always
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12. Performance Analytics
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14. Keep it Relevant
Relevant information in the moment (Push)
What part of ICT is not working?
Do we know the cause and can we solve it?
What is the business impact & additional damage?
What about damage control?
Next Update – When?
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Crisis Communication
SMD2016 – Yvonne Kubbinga

15. Keep it Simple
Dynamic Dashboard
Changes without interruption
Incidents due to Changes
Major Incidents
Irritators
& Trends
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Simple Management Dashboard (Pull and Push)
SMD2016 – Yvonne Kubbinga

16. People make the difference?
How?
Easy to contact
Friendly understanding staff
Sharing relevant Information
Know their stuff (vakmanschap)
Work as a team delivering service with a smile
Be predictable (process in place)
Deliver the service with care
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Fix it & Take ownership
by doing the job perfect, always
SMD2016 – Yvonne Kubbinga
Trust is a
feeling

17. People Central
perfect conditions inspiration
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