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High Value Customer Experiences in the Field

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Learn how HP Indigo is creating high-value customer experiences in the field with ServiceNow.

Publicada em: Tecnologia
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High Value Customer Experiences in the Field

  1. 1. Create high-value customer experiences in the field like HP Indigo Jonathan Zur Service Program Manager HP Indigo Nikki Narang Senior Product Manager ServiceNow
  2. 2. 2 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Agenda • Introductions • ServiceNow overview • HP Indigo case study • Q&A © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
  3. 3. 3 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Field service
  4. 4. 4 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Also field service
  5. 5. 5 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Kate Leggett Forrester Research, Inc. January 2018 Field Service will become the face of your company.
  6. 6. 6 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Multitude of systems Non-integrated processes Redundant steps Costly break-fix repairs Asset downtime Unpredictable No process visibility Inward, not customer focused Non-strategic Complex Disconnected Reactive
  7. 7. 7 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Needs in a service economy Complex Disconnected Reactive Effortless Connected Proactive
  8. 8. 8 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. COMMON PLATFORM Application Application Application Application ApplicationApplication Application COMMON PLATFORM Application Application Application Application ApplicationApplication Application COMMON PLATFORM Application Application Application Application ApplicationApplication Application Many business unit level platforms Application ApplicationApplication FIELD SERVICE Application ApplicationApplication PARTS & LOGISTICS Application ApplicationApplication CUSTOMER SERVICE
  9. 9. 9 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Have led to inefficient processes and poor customer satisfaction Application ApplicationApplication FIELD SERVICE Application ApplicationApplication PARTS & LOGISTICS Application ApplicationApplication CUSTOMER SERVICE
  10. 10. 10 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. A unified system is needed Application ApplicationApplication FIELD SERVICE Application ApplicationApplication PARTS & LOGISTICS Application ApplicationApplication CUSTOMER SERVICE SINGLE SYSTEM OF ENGAGEMENT
  11. 11. © Copyright 2015 HP Development Company, L.P. The information contained herein is subject to change without notice. Create High-Value Customer Experiences in the Field Like HP Indigo Jonathan Zur, Sep 2018
  12. 12. Speaker Introduction • Joined Indigo in 1995. • I spent the majority of my career at HP Indigo in R&D starting as a system engineer and continue managing several programs and development teams. • In my current job, I’m responsible for the WW HP Indigo Service processes and tools and lead a program for a service management system based on the ServiceNow platform. Name: Jonathan Zur Title: Service Solution Architect Function: Services Company: HP Inc. Indigo Division
  13. 13. Key Takeaways • How HP Indigo approached knowledge management for complex systems serviced by a global team of 1,000 field engineers • What benefits were achieved by allocating primary field engineers to customers • Why a single platform assists delivery of an effortless customer service experience from request to resolution
  14. 14. Agenda • About HP Indigo • The Complexity Challenges • Field Service Challenges • HP Indigo Service Center Benefits
  15. 15. HP Indigo Company Profile • Founded in 1977 By Benny Landa • Acquired by HP in 2001, Owned by HP Inc. • Leading the Digital Printing industry with the widest product range • Active Installed base of over 8,000 digital presses WW and approximately 5,500 customers Indigo Division
  16. 16. HP Indigo Demographics EMEA NA LA AP Japan Israe l China
  17. 17. HP Indigo Presses 68.2 ft / 20.8 m
  18. 18. HP Indigo Printing Applications
  19. 19. HP Indigo Service Center Shifting the Resolution Down in the Escalation Path & Reducing the Resolution Time HP Indigo Service Center operates using ServiceNow Customer Service Management and Field Service Management Primary EngineerSmart Troubleshootin gService Portal Known Issues ManagementInstant Expert Assist Real Time Operational Dashboards
  20. 20. The Complexity Challenges  Create and maintain Troubleshooting Knowledge for complex systems that keep changing  Share huge amount of knowledge with more than 1,000 support engineers around the globe
  21. 21. Smart Troubleshooting Smart Troubleshooting system based on Machine Learning of Structured Data  99% likelihood that someone already solved your issue
  22. 22. Recommended Troubleshooting Actions Possible Cause Possible Corrective Action Probability Article Component x Clean 30% Adjust 20% Calibrate 10% Replace Part 20% Component y Clean 5% Adjust 4% Calibrate 1% Replace Part 10% Symptom Code Troubleshooting Vertical light band  99% likelihood that someone already solved your issue Symptom Cause Action
  23. 23. Symptom–Cause–Action Combination Each time a case is resolved a new Symptom-Cause-Action Combination is created or validated Symptom (Actual) Cause (Actual) Action
  24. 24. Symptom ↔ Cause PairsSymptom Cause & Action Symptom x Cause x + Action x Symptom Y Cause y + Action y Symptom z Cause z + Action z …. ….. …. ….. …. ….. …. ….. Likelihood Counter = Likelihood Counter + 1 Sympto m (Actual) Cause (Actual) Action
  25. 25. Troubleshooting Step 1 – Symptom Selection
  26. 26. Troubleshooting Step 2 – Possible Cause Selection Selection
  27. 27. Troubleshooting Step 3 – Performed Corrective Actions
  28. 28. Case Closure – Actual Corrective Action Selection Likelihood Counter = Likelihood Counter + 1 Symptom (Actual) Cause (Actual) Action
  29. 29. Case Closure – Create Knowledge Article
  30. 30. Linking Knowledge Article to Symptom-Cause-Action 30 Knowledge Article Sympto m (Actual) Cause (Actual) Action
  31. 31. Troubleshooting Knowledge is Built by Process Vertical light bandSymptom Code Possible Cause Possible Corrective Action Probability  Article Component x Clean 30%  Adjust 20%  Calibrate 10%  Replace Part 20%  Component y Clean 5%  Adjust 4%  Calibrate 1%  Replace Part 10%  Troubleshooting
  32. 32. Field Service Challenges  Keep the end user assets up & running with minimum interruptions  Maximize the Field Service Engineers utilization
  33. 33. HP Indigo Field Service Primary Engineer Predictive Remote Diagnostics Up time Kit Combine Visits Preventive Maintenance FSE Car Kit Expert Assist Ground Planning High Skilled FSE
  34. 34. Primary Field Service Engineer • In a high touch – low volume business, it is important to develop intimacy with the customers and be familiar with their people, their assets and their specific setup • Each end user site has a Primary Engineer assigned to help keep their presses maintained and up and running • The Primary Engineer, if available, will be assigned to dispatched cases for his end users • The Primary Engineer manages his calendar • The Primary Engineer is responsible for keeping his end user updated with his cases
  35. 35. End User Team Members and Area Groups Region Sub-Region Area 35 Field Service Group End User Account Account Team Members 1 2 B1 B2 Primary Engineer Secondary Engineer Backup Engineers End Users
  36. 36. Auto-Dispatch Process 36 30 min 30 min 1st Attempt 1st 2nd Push notification to the first available FSE 2nd Attempt Area Dispatcher Push notification to the second available FSE Assign to the group manager
  37. 37. Field Service Engineer Accepts and Schedules His Onsite Assignments Accept Schedule Review My Calendar
  38. 38. Managing My Visit on the Mobile Device Upcoming Visits Begin Travel Start Onsite Close Visit
  39. 39. Field Service – Team Calendar
  40. 40. Service Dashboards
  41. 41. HP Indigo Service Center Implementation Benefits  Combining more than 30 different service tools into a single platform makes the life of service personnel easier  E2E service-related information are shared with over than 1,000 engineers  Knowledge is created by process and pushed by the system to engineers and customers  Using a rich customer portal allows self service, asset management, case creation, part ordering and easy communication with HP Indigo services  Smart Troubleshooting reduces the resolution time and avoids escalations  Service Managers better control their resources by having real time operational views  The company enjoys an increase in customer loyalty, happy employees and more effective operations
  42. 42. 43 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Q & A Thank you for joining us. Jonathan Zur Service Program Manager HP Indigo Nikki Narang Senior Product Manager ServiceNow
  43. 43. 44 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. On-demand webinars ON-DEMANDCheck out our on-demand webinars at www.servicenow.com

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