Københavns Lufthavn case

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1 Københavns Lufthavn case Customer Service Excellence med Sales Force Service Cloud 15 March

2 Leder af Erhvervssupport og SoMe i DSB Etableret Københavns Lufthavns kundeservice i 2008 Tine Fink Improves your customer service universe covering technology, processes and staff development for better customer service Implementeret og designet drift systemer bl.a. Salesforce Service Cloud, Missing-X, Trio og Service Now Udviklet CPH NOW en self-service business portal til B2B kunder i lufthavnen Fungerer som styregruppeformand i projekter med CEM fokus Funderet i LEAN Management og ITEL Service Management Talent for at arbejde tværfagligt med kollegaer for at forbedre salg, service, systemer og processer 2

3 Gennemgang Situation & baggrund Den konkrete opgave Processen Resultat Samarbejdet Læring & anbefaling

4 Baggrund & situation Højere stigning i antal henvendelser end i passager trafikken Kundeservice havde ikke et system til håndtering af henvendelser (bruger Outlook til sagsstyring) Ingen overblik over typen af henvendelser og kun manuel statistik på antal Mangler overblik over servicemål overfor kunder Ingen performance management af kundeagenter Begrænset budget Key areas Passengers per year Employees in CPH 2200 Employees in Customer Service (CUS) Calls received Mails received Customer Satisfaction 70% Work load occupancy 95% Work load satisfaction 69% Figures 25 mio (2,5% increase expected per year) 6 FTE (+ 8 temp staff) a month (6% yearly increase) 1500 a month (10% yearly increase)

5 20 March, 2018 Den konkrete opgave Levere et proof of concept for at opnå overblik over kundehenvendelser og blive i stand til at agere på dem dagligt i Kundeservice og i udvalgte forretningsområder Blive i stand til at operationalisere kundeoplevelsen og sikre optimale interne processer i CPHs Kundeservice Projektet skulle samtidig samle erfaring til at sikre konceptet til at operationalisere kundeoplevelsen i andre områder og afdelinger i CPH fremadrettet

6 Leverancer En teknisk løsning (kundehenvendelsessystem) Muliggøre bedre og hurtigere rapportering af henvendelser til afdelinger med direkte kundekontakt CEM proof of concept i Kundeservice til udrulning i andre afdelinger Sætte strukturen for en CEM model på tværs af afdelinger i CPH Uddannelse af medarbejdere og implementering Overordnet road map over fremtidige projekter og initiative i relation til CEM

7 Processen Afprøvet metode tilpasset CPH Projektbeskrivelse, formål og plan overleveres Processer, krav spec og use cases kvalificeres Mulige systemer og leverandører udvælges Møde med leverandører og rating 1. Microsoft CRM modul 2. Service Now 3. ZenDesk 4. Salesforce Service Cloud 5. etrack1 Valg af leverandør og partner 7

8 Process overview Customer Service Inquiries & satisfaction Is a sub-process to a number of CPH processes, can happen before, during and after the Passenger Journey and is a central point in the Customer Experience of our passengers Satisfaction measurement points in relation to Customer Service can happen both during and after the process Customer Experience - Passenger journey Satisfaction Satisfaction Inquiry Handling Feedback & close Reporting Improvement feedback Customer inquires about subject CPH handles inquiry CPH gives feedback to customer and ends inquiry Customer service agent or touch point responsible pulls reporting Touch point responsible uses feedback to find and implement improvement areas Example of process Complaint Handling Feedback & close 8

9 Process description - types Type Description Process Example Registration level 1. Pass on CS Agent refers to other partner Inquiry Feedback & close Eurobonus inquiry Type only 2a. Quick - Answer CS Agent can solve the inquiry on the spot Inquiry Handling Feedback & close CPH Adv password Type and inquiry data 2b. Quick Answer No registration CS / Pax Info Agent can solve the inquiry on the spot Inquiry Feedback & close Odd size luggage query, Way finding Type only 3. Quick Straight Through Processing CS Agent can solve the inquiry with some standard processing and get back to customer if agreed Inquiry Handling Feedback & close Registering CPH Adv points, Parking Type and inquiry data 4. Internal Department processing 5. External partner processing CS Agent need to involve other department to handle the inquiry. Will get back to customer CS Agent need to involve external partner to handle the inquiry. Will get back to customer Inquiry Inquiry Handling Handling Dept. handling Partner handling Feedback & close Complaint about CSC Feedback & close Falck Assistance Request, Lost Luggage Type and inquiry data Type and inquiry data 6. Ad hoc processing CS Agent tries to solve the unfamiliar inquiry and get back to customer Inquiry Handling? Feedback & close? Type and inquiry data 7. Reporting Touch point Manager pulls report on inquiry (and satisfaction data) for own touch point Reporting Report 9

10 Use case - Example Purpose of demo: Demonstrate handling of inquiry with interaction to other CPH systems Expected duration: 20 minutes including Q/A Ref Description Demo steps Prerequisit es Categories Knowledge tree Integration / access to other systems Briefly mention the needed pre-requisites 2.1 A large share of customer inquiries is to handle CPH Advantage member issues. The issues are often password retrieval or registering points in the loyalty club a) Register an inquiry with channel phone regarding CPH Advantage, sub category Point registration b) Customer Agent registers information about purchase (valid shop) in inquiry and asks member to send information (alternatively send an link and ask member to upload documentation / receipt). 2.2 Receipt and attachment of files a) Customer agent receives an with attached file and verifies the content b) and attachment is registered on the inquiry c) The Customer agent updates the point registration in the CPH Advantage system d) The Customer agent sends back a reply and closes the inquiry 2.3 Customer Satisfaction poll a) System sends out an to passenger 1-5 minutes after inquiry is closed (set as complete). b) Passenger answers poll 3 of 4 on satisfaction c) Passenger answer is registered on customer account activity d) Inquiry is updated with result 10

11 Eksempel på rating skema og scoring Reporting Inquiry handling 12,0 10,0 8,0 6,0 4,0 2,0 0,0 Inquiry handling - STP Functionality Usability Manager role Complaint handling Pre sente r Knowledge tree 11

12 Processen Afprøvet metode tilpasset CPH Projektbeskrivelse, formål og plan overleveres Processer, krav spec og use cases kvalificeres Mulige systemer og leverandører udvælges Møde med leverandører og rating 1. Microsoft CRM modul 2. Service Now 3. ZenDesk 4. Salesforce Service Cloud 5. etrack1 Valg af leverandør og partner 12

13 Resultat Lavere arbejdspres på medarbejderne, som er gladere for systemerne og større arbejdsglæde Løser 18% flere henvendelser p.g.a. effektivitetsforbedringer Kundeagenterne har én indgang til håndtering af henvendelser og nemt overblik over opgaver, servicemål og fremdrift Knowledgebase er integreret med website, og svar er dermed alignet Kundeservice ledelse har fuld overblik over servicemål og kan give 1:1 feedback til agenter pr. kategori Kunderne er tilfredse og svarer på 30-35% af tilfredshedsmålingerne Autosvar inkorporeret > Mindre 100+ henvendelser at besvare hver måned Key areas Passengers per year Figures 27 mio Employees in CPH 2200 Employees in Customer Service (CUS) Calls received Forms/ Mails received 9,4 FTE (5,9 + 3,5 temp staff) a month a month Customer Satisfaction 83% (was 70%) 80% scores 3 or 4 on 4 scale Work load occupancy 80% (was 95%) Work load satisfaction 82% (was 69%)

14 14 Samarbejdet Løbende sparring Understøttede CPHs project governance model Godt styregruppe samarbejde og kvalitet i leverancer God indsigt i organisationen Rigtig god til at sælge projektet internt

15 Læring og anbefaling 1. Afstem faser, møder & værktøjer 2. Forventningsafstem med styregruppeformand 3. Hvad kan justeres i projektet: Scope, Kvalitet, Økonomi el. tid 4. Tværgående projekter skal forankres i topledelsen Page 15

16 Thank you Questions? Page 16