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“How to get Ready for the Self Service Generation”
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About the Speaker
Jan-Willem MiddelburgDirector Education & Consulting EMEA
Connect with me through
https://nl.linkedin.com/in/jwmiddelburg
https://twitter.com/jwmiddelburg
http://www.slideshare.net/JanWillemMiddelburg
Agenda
Self Service in Daily Life– Products and Self Service Concepts– Services and Self Service Concepts– The rise of the Self Service Generation
How to Prepare your organisations for Self Service– Crating a sense of urgency– Business Benefits of Self Service
Examples of good PracticesQ&A
Who makes use of the following concepts?
Self Service Food
Self Service Shopping
Self Service Insurance
Organisation Self Service Portal
Self Service App Store
The use of Self Service Technology
Private vs. CorporateIn consumer environments, self service is already widely availableIn corporate environments, the adoption of self service is just beginning
Old vs. New Business ModelsSelf Service changes existing business modelsSelf Service creates new business models, based on self service technology
New vs. older GenerationSelf Service is ‘normal’ in the age category 10-35Self Service is ‘new’ in the age category 35+
A New Self Service Generation is coming!
How to prepare your organisation?Start with identifying a sense of urgency
Organisations providing a Self Service Portal
2010
2015
53%
43%
47%
57%
Organisations providing Self Service SolutionsYES NO
© Reprinted with permission from Sunrise
User preference in logging
Self Service
Social Media
Personal Visit
Phone
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%
What methods for logging do users prefer?
20152010
© Reprinted with permission from Sunrise
Development is Self Service Adoption
Self Service AdoptionStarting 2015, more than half of organisations have begun providing some form of Self Service Portal to their clients.However the majority of implementations is still in very early stages and adoption within organisations is still very early stage.
Customer behaviour & preferences in loggingCustomer preference behaviour is changing rapidly. Where phone used to be the preferred way of contact, this medium is quickly declining.Coming from ‘consumer experience’ more and more employees expect their company to support social media as a medium to contact a Service Desk.Adoption of Self Service is rising, mainly because of 24x7 availability, smartphone access and ease-of-use.
How to prepare your organisation?What you should consider when implementing
Self Service Solutions
What is important to users?
26%
27%
22%
25%
Most important features for users
AccessabilityEase of UseCustomizationLook and Feel
© Reprinted with permission from Sunrise
Most popular aspects
27%
26%16%
16%
8%
7%
Popular aspects of self service solutions
24/7 AccessImproved Response TimeImproved Resolution TimesKnowledge BaseInformation SharingOther
© Reprinted with permission from Sunrise
Risks and challenges for implementation
Resistance to change
Lack of ability of users
Unattractive interface
Technical problems
ITIL process issues
0% 10% 20% 30% 40% 50% 60% 70%
Cited risks and challenges during implementation
20152010
© Reprinted with permission from Sunrise
Key consideration for implementation
3 Key things you should take away from this sessionAccessibility is cited as the most important feature. Given the most recent technology, make sure that you self service solution is:– Accessible by smart devices and tablets– Integrates with social media– Is very easy to use (no manuals necessary)
User adaptation can further be enhanced:– Start producing videos as Knowledge Base articles, since
people don’t read anymore– Include functionality so users can share information
amongst each otherITIL Process issues and technical considerations are considered the least important risks for implementation.
How to prepare your organisation?Emphasize business benefits
Use of Smartphones and Tablets
Both Desks
Internal Service Desk
External Client Desk
0% 10% 20% 30% 40% 50% 60%
Assitance request by Smart Devices
SmartphoneTablet
© Reprinted with permission from Sunrise
And finally… Measuring Success
Quicker Resolution Times
Customer Satisfaction
Cost Savings
0% 10% 20% 30% 40% 50% 60%
Business Benefits of Self Service
Series1
© Reprinted with permission from Sunrise
IT Benefits of using Self Service
35%
34%
18%
13%
IT Benefits of Self Service
Beter Resource UtilisationReduced Phone CallsImproved Customer SatisfactionCost Savings
© Reprinted with permission from Sunrise
Benefits of using Self Service
Self Service: Getting Ready for the Self Service GenerationSelf service solutions support changed behaviour of customers, who increasingly use smart devices to access support services:– For externally focussed service providers, support of mobile and
tablets has become a must– For internally focussed service providers, smartphone support is
most important
Benefits for both Business and ITBusiness benefits of Self Service solutions are primarily include improved customer satisfaction, which is a direct result of 24/7 ubiquitous access and improved response times.IT Benefits primarily include a better distribution of work load and better utilisation of resources.Additionally, the Self Service solution is a primary place for ensuring sustainable knowledge management in the organisation.
Some excellent examplesImpressing your users
The NETFLIX Self Service Portal
Features and functionality
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