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GLOCO Customer Service and Support

GLOCO Customer Service and Support. MSSN Consulting Michael Freel Subrato Sensharma Sagi Shechter Nikolay Koumpikov. As-Is Customer Support. To-Be Customer Support. Business Requirements for Stakeholders. Customer:

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GLOCO Customer Service and Support

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  1. GLOCO Customer Service and Support MSSNConsulting Michael Freel Subrato Sensharma Sagi Shechter Nikolay Koumpikov

  2. As-Is Customer Support

  3. To-Be Customer Support

  4. Business Requirements for Stakeholders • Customer: • Provide customers direct access to a web-based system to open tickets, carry out transactions with service desk agents, access knowledge base, and run reports • Allow high-level integration with customer applications and data repositories • Develop a global knowledge base to facilitate quicker incident resolution and empower customers • Provide means of using multiple channels of communication – on-line chat, voice, email, direct transaction – and assimilate all information • Service Desk agent: • Provide Business Intelligence (i.e. Correlate multiple incidents involving a customer, multiple incidents with a single product, top 10 issues, etc.) to service desk agents and to other internal users. • Unified escalation and routing rules ensure seamless transitions and meeting of SLAs

  5. Business Requirements for Stakeholders (cont.) • Enterprise users (Sales, Senior Executives): • Integrate with relevant Enterprise data repositories (Sales CRM, Customer’s systems, etc.) inside the organization to provide near real-time business situation update • ICT organization • Industry standard solution with minimum oversight for upkeep, maintenance, and feature enhancements • Ease of migration of existing ticketing repositories.

  6. Success Factors

  7. Business Benefits

  8. Business Requirements Drive the Technical Solution Delivering value to gloco

  9. Map Objectives to Solution

  10. Technical Solution

  11. Integration Approach

  12. Proof-of-Concept Integrating GLOCO’s Siebel CRM with Salesforce.com

  13. Master Product Record in Siebel

  14. Master Customer Record in Siebel

  15. Cast Iron Maps and Transforms Data

  16. Product Record in Salesforce.com

  17. Customer Record in Salesforce.com

  18. Customer Opens a Case

  19. GLOCO Receives Case

  20. Case Closed

  21. A Proven Methodology Gather+Design+Develop=Results

  22. Gather Phase

  23. Design Phase

  24. Development Phase

  25. Results Phase

  26. Project Timeline

  27. Cost Benefit/ROI

  28. Meeting Success Criteria

  29. GLOCO Customer Service and Support Implementation Plans Questions and Answers

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