Develop an IT Strategy to Support Customer Service

IT can help pave the way for a Customer Service transformation.

Member Challenge

  • Customer expectations regarding service are rapidly evolving. As your current IT systems may be viewed as ineffective at delivering upon these expectations, a transformation is called for.
  • It is unclear whether IT has the system architecture/infrastructure to support modern Customer Service channels and technologies.
  • The relationship between Customer Service and IT is strained. Strategic system-related decisions are being made without the inclusions of IT, and IT is only engaged post-purchase to address integration or issues as they arise.
  • Scope: An ABPM-centric approach is taken to model the desired future state, and retrospectively look into the current state to derive gaps and sequential requirements. The requirements are bundled into logical IT initiatives to be plotted on a roadmap and strategy document.
  • Challenge: The extent to which business processes can be mapped down to task-based Level 5 can be challenging depending on the maturity of the organization.
  • Pain/Risk: The health of the relationship between IT and Customer Service may determine project viability. Poor collaboration and execution may strain the relationship further.

Our Advice

Critical Insight

  • When transformation is called for, start with future state visioning. Current state analysis can impede your ability to see future needs and possibilities.
  • Solve your own problems by enhancing core or “traditional” Customer Service functionality first, and then move on to more ambitious business enabling functionality.
  • The more rapidly businesses can launch applications in today’s market, the better positioned they are to improve customer experience and reap the associated benefits. Ensure that technology is implemented with a solid strategy to support the initiative.

Impact and Result

  • The right technology is established to support current and future Customer Service needs.
  • Streamlined and optimized Customer Service processes that drive efficiency and improve Customer Service quality are established.
  • The IT and Customer Service functions are both transformed from a cost center into a competitive advantage.

Research & Tools

Name Actions

1. Structure the project

Identify project stakeholders, define roles, and create the project charter.

Name Actions
Develop an IT Strategy to Support Customer Service Storyboard
Project RACI Chart
Project Charter

2. Define vision for future state

Identify and model the future state of key business processes.

Name Actions
Customer Service Business Process Shortlisting Tool
Customer Service Systems Strategy Tool

3. Document current state and assess gaps

Model the current state of key business processes and assess gaps.

Name Actions

4. Evaluate solution options

Review the outputs of the current state architecture health assessment and adopt a preliminary posture on architecture.

Name Actions

5. Evaluate application options

Evaluate the marketplace applications to understand the “art of the possible.”

Name Actions

6. Frame desired state and develop roadmap

Compile and score a list of initiatives to bridge the gaps, and plot the initiatives on a strategic roadmap.

Name Actions
Customer Service Initiative Scoring and Roadmap
Develop an IT Strategy to Support Customer Service

Onsite Workshop: Develop an IT Strategy to Support Customer Service

Onsite workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost onsite delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.

Do-It-Yourself Implementation

The slides in this Best Practice Blueprint will walk you step-by-step through every phase of your project with supporting tools and templates ready for you to use.

Project Accelerator Workshop

You can also use this Best Practice Blueprint to facilitate your own project accelerator workshop within your organization using the workshop slides and facilitation instructions provided in the Appendix.

Module 1: Define Vision for Future State

The Purpose

  • Discuss Customer Service-related organizational goals and align goals with potential strategies for implementation.
  • Score level 5 Customer Service business processes against organizational goals to come up with a shortlist for modeling.
  • Create a future state model for one of the shortlisted business processes.
  • Draft the requirements as they relate to the business process.

Key Benefits Achieved

  • Preliminary list of Customer Service-related business goals
  • List of Customer Service business processes (Task Level 5)
  • Pre-selected Customer Service business process for modeling

Activities Outputs
1.1 Outline and prioritize your customer goals and link their relevance and value to your Customer Service processes with the Customer Service Business Process Shortlisting Tool.
  • Initial position on viable Customer Service strategies
  • Shortlist of key business processes
1.2 Score customer service business processes against organizational goals with the Customer Service Systems Strategy Tool.
  • Documented future state business process model
  • Business/functional/non-functional requirements

Module 2: Document Current State and Assess Gaps

The Purpose

  • Create a current state model for the shortlisted business processes.
  • Score the functionality and integration of current supporting applications.
  • Revise future state model and business requirements.

Key Benefits Achieved

  • Inventory of Customer Service supporting applications
  • Inventory of related system interfaces

Activities Outputs
2.1 Holistically assess multiple aspects of Customer Service-related IT assets with the Customer Service Systems Strategy Tool.
  • Documented current state business process model
  • Customer Service systems health assessment

Module 3: Adopt an Architectural Posture

The Purpose

  • Review the Customer Service systems health assessment results.
  • Discuss options.

Key Benefits Achieved

  • Completed Customer Service systems health assessment
  • Application options

Activities Outputs
3.1 Analyze CS Systems Strategy and review results with the Customer Service Systems Strategy Tool
  • Posture on system architecture

Module 4: Frame Desired State and Develop Roadmap

The Purpose

  • Draft a list of initiatives based on requirements.
  • Score and prioritize the initiatives.
  • Plot the initiatives on a roadmap.

Key Benefits Achieved

  • Business/functional/non-functional requirements

Activities Outputs
4.1 Help project and management stakeholders visualize the implementation of Customer Service IT initiatives with the Customer Service Initiative Scoring and Roadmap Tool.
  • Scored and prioritized list of initiatives
  • Customer Service implementation roadmap


Saving me time on searching for myself and providing insights into other organisations and best practise is very insightful.

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