Develop an IT Strategy to Support Customer Service
IT can help pave the way for a Customer Service transformation.
- 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.
- 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
1. Structure the project
Identify project stakeholders, define roles, and create the project charter.
|Develop an IT Strategy to Support Customer Service Storyboard|
|Project RACI Chart|
2. Define vision for future state
Identify and model the future state of key business processes.
|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.
4. Evaluate solution options
Review the outputs of the current state architecture health assessment and adopt a preliminary posture on architecture.
5. Evaluate application options
Evaluate the marketplace applications to understand the “art of the possible.”
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.
|Customer Service Initiative Scoring and Roadmap|
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.
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
- 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
|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.||
|1.2 Score customer service business processes against organizational goals with the Customer Service Systems Strategy Tool.||
Module 2: Document Current State and Assess Gaps
- 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
|2.1 Holistically assess multiple aspects of Customer Service-related IT assets with the Customer Service Systems Strategy Tool.||
Module 3: Adopt an Architectural Posture
- Review the Customer Service systems health assessment results.
- Discuss options.
Key Benefits Achieved
- Completed Customer Service systems health assessment
- Application options
|3.1 Analyze CS Systems Strategy and review results with the Customer Service Systems Strategy Tool||
Module 4: Frame Desired State and Develop Roadmap
- 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
|4.1 Help project and management stakeholders visualize the implementation of Customer Service IT initiatives with the Customer Service Initiative Scoring and Roadmap Tool.||
Speak With an Advisor
Get the help you need in this 1-phase advisory process. You'll receive 4 touchpoints with our researchers, all included in your membership:
Guided Implementation #1 -
- Call # 1 Use goals to identify viable CS strategies and shortlist business processes for modeling
- Call # 2 Current state review and requirements prioritization
- Call # 3 Evaluate solution options
- Call # 4 Initiative scoring
- Agnes Scott
- Brian Park
Subject Matter Expert
- Bernard Szederkenyi, VP Customer Management – Koodo Mobile
- Russell Schultz, Strategic Advisor – Ontario Public Service
- Rick Roscoe, 311 Call Center Supervisor – City of Cleveland
- Ross Patterson, Senior Director, Applications and Solutions Delivery – Cleaver Brooks
- John Heinzel – Revere Electric Supply Co.
- Ryan Zuk, Analyst Relations – KANA
- Joshua March, CEO and Founder – Conversocial