Service Cloud: Using Knowledge-Centered Support (KCS) with Salesforce Knowledge

Greg Oxton, Consortium of Service innovation, Executive Director

Catherine Gabrieli, PTC, Senior Manager, Support Operation

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Francois Lopitaux Director, product management

@flopitaux

www.linkedin.com/in/flopitaux

Knowledge management: more than just tools

Salesforce Knowledge is KCS verified !

Greg Oxton Consortium of Service Innovation Executive Director @gregoxton

Knowledge-Centered Support…

It’s a journey not a destination

Knowledge – What is it?

What is the definition of knowledge?

Knowledge is information upon which we can act…

Characteristics of Knowledge In thinking about our own knowledge… in our brains; How do we gain knowledge?   We learn through interaction and experience

How confident are we in what we know? Do we have perfect knowledge about anything?   We never stop learning, we will never have 100% complete and accurate

knowledge about anything How do we gain confidence in our knowledge?   Through use and experience, our knowledge is not reviewed by “experts”

And yet, in spite of these dynamics and ambiguity our knowledge is extremely valuable

Body Parts?

Jot down all the body parts you can think of that are spelled with three

letters… “PG rated”

Exercise

3 Letter Body Parts – 19!

Arm Leg Eye Ear Hip Lip Gum Jaw Toe

Lid (eye) Cap (knee) Pit (arm, knee) Rib Gut Rod (eye) Sac (shoulder) Fat Bud (taste) Bum (UK only)

What about? Foot Knee Heel Tooth

KCS is a Risk Management System

Can we create a knowledge base…

That capitalizes on our collective experience and interactions…

And minimizes the risk, knowing knowledge is:   Not 100% accurate

  Not complete

  Not static; it is constantly changing

  Validated through use

And does not add minutes to resolution time!

Yes We Can! KCS is a methodology (not a technology). A set of principles, practices and processes that focuses on knowledge as a key asset

of support It aligns with the dynamics and ambiguity of knowledge KCS seeks to:

  Create JIT content as a by-product of solving problems   Evolve content based on demand and usage   Develop a KB of our collective experience to-date   Reward learning, collaboration, sharing and improving

KCS is most valuable in moderate to complex environments (> 5 min resolution times)

KCS Practices

Knowledge Article

Capture

Structure

Reuse

Improve

Solve Leadership & Communication

Performance Assessment

Process Integration

Content Health

Evolve

KCS Benefits Operational Efficiency

  Increased efficiency in solving problems •  Overall 30% to 60% improved time to resolve •  Increased support capacity 20%-100%

  Improved time to proficiency – months to weeks

Efficient and timely content to enable self-service

Increase in Support Analyst job satisfaction   Less redundant work   More confidence across broader set of products

Better products through root cause analysis

Improve Customer Experience/Loyalty AND Change the Ratio of Support Cost to Revenue

$

Total Revenue

Time

Projected Support Costs

Actual Support Costs

Additional Profit

So…What’s Different

KCS is first and foremost about people   Process and technology are enablers

The premise – the best people to create and maintain knowledge are the people who use it everyday

  KCS integrates knowledge management into incident resolution   Context is as important as content   The best time to capture/modify knowledge is in the moment of discovery/use

KCS Articles; a new kind of content, JIT and sufficient to solve Double loop processes – non-linear thinking based on complex adaptive systems (not a manufacturing/production line model) Measurement – assessing the creation of value (not activity)

KCS is not something we do in addition to solving customer issues…

KCS becomes the way we solve customer issues…

The Consortium for Service Innovation

www.serviceinnovation.org

Greg Oxton

goxton@serviceinnovation.org

+1.650.596.0772

Catherine Gabrieli PTC Senior Manager, Support Operation

All About PTC

Technology solutions that transform the way you create and service products

6,000 Employees

$M 1,170 Revenue

27,000+ customers

Main Products : Creo, Windchill Solutions

SFDC total licenses : 2100+ SFDC knowledge licenses : 525

  Convenient Online Self Help Tools & Knowledge Subscriptions

  7 x 24 Access to Certified Technical Support Engineers

  Multi-Language Support

  500 TS employees in 12+ locations

  Global ISO 9001:2008 Quality Standards

Mission Critical Technical Support

© 2008 PTC

80% of customers rate their PTC Technical Support experience 4 or 5 on a scale of 1 to 5

Ann Arbor, MI

Shanghai

Blaine, MN Tokyo

Pune

Munich

Fleet

Aix

Needham, MA Rabat

Sindelfingen

Waterloo, Can

Why KCS ?

•  Customer demand shifted from assisted service to self-service in the late 2000

•  Emerging markets demand for globalized content

“How to share what we know, as quickly we can, with as many as possible”

 KCS is an industry standard which enables : * Assisted Support quality * Self Service Success * Sustained capacity

KCS Implementation Project : the investment

•  Worldwide team empowered

•  25 users identified for wave 1

•  5 user committees driving best practices

•  Management Focus during two years

•  5 managers, 1 Director in the project team

•  300 engineers in three waves + their managers

•  1 coach for 8 agents

•  Worked closely with Salesforce on knowledge platform

Jan-2011

Sep-2011

Jan-2012

Wave 1 25

Wave 2 100

Wave 3 175

Capture Knowledge: Optimized Flow

Flag Articles

• Use chatter to flag articles • Customization create object

“Article feedback” from chatter comment

KCS Benefits

Investment : ~ 10% of our workforce   Time to create & update articles

  Coaching   KCS council

  Knowledge manager

Benefits   Time To Resolution on reused articles – decreased by 40%

  Customer success on the web – Increased by 30% compared to baseline and still growing

Lessons Learned & Next Steps

  Lessons learned   Adoption required continuous efforts during 2 years

  Performance monitoring is key (SQI, participation)

  Coming Next :   KCS council (just started)   Knowledge domain experts processes

  Improvements of the web site & search tool

  Improvements of the knowledge base with ownership of articles

Francois Lopitaux Director, product management

@flopitaux

www.linkedin.com/in/flopitaux

More About Salesforce Knowledge

Tonight, Knowledge Happy Hour ; http://bit.ly/OXluaJ

•  Wednesday:

•  12:30am – 1:30pm: Service Cloud: Service Transformation Through Knowledge-powered Self-Service

•  1:30pm – 2:30: Service Cloud Roadmap

•  Thursday:

•  9 am-10 am: Service Cloud: Delivering Consistency Across Channels with Salesforce Knowledge

•  9:15am – 9:45am: Best Practice in Salesforce Knowledge Management

Greg Oxton

Consortium for Service Innovation Executive Director

@gregoxton

Catherine Gabrieli

PTC Senior Manager, Support Ops

Francois Lopitaux

salesforce.com Director, Product management

@flopitaux

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