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Improving Customer Service

Improving Customer Service. Solution Implementer Guide. Agenda. Recap Discussions to Date. Solution Guidance Phase 1 Phase 2 Phase 3. Customize the Capability Requirements. Next Steps. Engagement Approach. Solution areas. Business strategy. Horizontal. Industry. Audience.

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Improving Customer Service

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  1. Improving Customer Service Solution Implementer Guide

  2. Agenda Recap Discussions to Date • Solution Guidance • Phase 1 • Phase 2 • Phase 3 Customize the Capability Requirements Next Steps

  3. Engagement Approach Solution areas Business strategy Horizontal Industry Audience Understand business needs and priorities Discuss range of potential solution capabilities Business executives Present relevant integrated capabilities Position the Integrated Capability approach IT executives Integrated Capability Analysis > Projects, architecture, products Architects IT pro/dev executives Solution road map

  4. Ensure target business capabilities cover process improvement priorities Translate business capabilities into required infrastructure capabilities Assess current infrastructure maturity Determine gaps to target integrated capabilities Build a road map for integrating capabilities and implementing solutions Specify required platform architecture, technologies, and services Baseline the Microsoft platform road map Integrated Capability Analysis

  5. Note to presenter: This is a template. Prune, add, and prioritize per BDM and TDM feedback. Ensure consistency with the “Business Discussion Guide” and the “Capability Discussion Guide”. Integrated Capability Support for Priority Business Capabilities

  6. Note to presenter: This is a template. Prune, add, and prioritize per BDM and TDM feedback. Ensure consistency with the “Business Discussion Guide” and the “Capability Discussion Guide”. Integrated Capability Support for Priority Business Capabilities

  7. Note to presenter: This is a template. Prune, add, and prioritize per BDM and TDM feedback. Ensure consistency with the “Business Discussion Guide” and the “Capability Discussion Guide”. Integrated Capability Support for Priority Business Capabilities

  8. Note to presenter: This is a template. Prune, add, and prioritize per BDM and TDM feedback. Ensure consistency with the “Business Discussion Guide” and the “Capability Discussion Guide”. Integrated Capability Support for Priority Business Capabilities

  9. Note to presenter: This is a template. Prune, add, and prioritize per BDM and TDM feedback. Ensure consistency with the “Business Discussion Guide” and the “Capability Discussion Guide”. Integrated Capability Support for Priority Business Capabilities

  10. Agenda Recap Discussions to Date • Solution Guidance • Phase 1 • Phase 2 • Phase 3 Customize the Capability Requirements Next Steps

  11. Sophistication of the Solution TRANSFORM FROM A COST CENTER TO A PROFIT CENTER Phase 1 Provides basic support for the most critical elements of the business driver INCREASE UP-SELL AND CROSS-SELL VOLUME REDUCE ATTRITION AND TRAINING COSTS Phase 2 Provides adequate, typical support for critical and priority elements of the business driver IMPROVE MULTI-CHANNEL CUSTOMER EXPERIENCE IMPROVE AGENT PRODUCTIVITY AND EFFECTIVENESS Phase 3 Provides thorough, streamlined support for the business driver that enable differentiated levels of performance

  12. Solution Guidance PHASE DEFINITION PHASE DEFINITION MAPPING MAPPING CONCEPTUAL ARCHITECTURE CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE LOGICAL ARCHITECTURE TECHNOLOGIES TECHNOLOGIES Phase Definition For each business driver, list the business challenges, solution features, and business benefits for this solution phase. Use this information and the “Support for Priority Business Capabilities” slides to structure the conversation with IT professional(s) for capturing, refining, and baselining business problems and solution functionality priorities. • Mapping • The Optimization mapping indicates the maturity level required for each capability of the solution to fully support the features specified in this solution phase. Use the mapping as a starting point to determine appropriate maturity levels for the solution. After mapping the solution, assess the gap between the current and desired infrastructure to: • Understand the scope and sequencing of work required • Organize a deployment road map Technologies Use the results of the Optimization mapping to determine the technologies required for the features and supporting capabilities specified in this solution phase. Conceptual Architecture Use this high-level, use case diagram to provide the “black box” definition of this solution phase. Customize to your solution definition during the integrated capability analysis. Logical Architecture Use this logical, component-level architecture view to show all software components and how they interact to support this solution phase. Tailor to fit your particular solution definition during the integrated capability analysis.  Note: Physical architecture is covered in the Architecture Guide also used during the integrated capability analysis.

  13. Agenda Recap Discussions to Date • Solution Guidance • Phase 1 • Phase 2 • Phase 3 Customize the Capability Requirements Next Steps

  14. Phase 1 PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES

  15. Phase 1 (continued) PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES

  16. Phase 1: Core IO PHASE DEFINITION MAPPING CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES

  17. Phase 1: BPIO PHASE DEFINITION MAPPING CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES

  18. Phase 1: APO PHASE DEFINITION MAPPING CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES

  19. Phase 1: Core IO PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES

  20. Phase 1: BPIO PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES

  21. Phase 1: APO PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES

  22. Phase 1Category Products PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES

  23. Phase 1 PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES

  24. Phase 1 PHASE DEFINITION LOGICAL ARCHITECTURE CONCEPTUAL ARCHITECTURE MAPPING TECHNOLOGIES

  25. Agenda Recap Discussions to Date • Solution Guidance • Phase 1 • Phase 2 • Phase 3 Customize the Capability Requirements Next Steps

  26. Phase 2 PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES

  27. Phase 2(continued) PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES

  28. Phase 2: Core IO PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES

  29. Phase 2: BPIO PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES

  30. Phase 2: APO PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES

  31. Phase 2: Core IO PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES

  32. Phase 2: BPIO PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES

  33. Phase 2: APO PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES

  34. Phase 2Category Products PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES

  35. Phase 2 CONCEPTUAL ARCHITECTURE PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES

  36. Phase 2 LOGICAL ARCHITECTURE PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES

  37. Agenda Recap Discussions to Date • Solution Guidance • Phase 1 • Phase 2 • Phase 3 Customize the Capability Requirements Next Steps

  38. Phase 3 PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES

  39. Phase 3 (continued) PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES

  40. Phase 3 (continued) PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES

  41. Phase 3: Core IO PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES

  42. Phase 3: BPIO PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES

  43. Phase 3: APO PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES

  44. Phase 3: Core IO PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE TECHNOLOGIES MAPPING

  45. Phase 3: BPIO PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE TECHNOLOGIES MAPPING

  46. Phase 3: APO PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE TECHNOLOGIES MAPPING

  47. Phase 3Category Products PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE TECHNOLOGIES MAPPING

  48. Phase 3 PHASE DEFINITION LOGICAL ARCHITECTURE CONCEPTUAL ARCHITECTURE MAPPING TECHNOLOGIES

  49. Phase 3 PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES

  50. Agenda Recap Discussions to Date • Solution Guidance • Phase 1 • Phase 2 • Phase 3 Customize the Capability Requirements Next Steps

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