SESSION SPONSOR LATEST TRENDS IN FIELD SERVICES: CHALLENGES, INNOVATION & OPPORTUNITIES Daniel Cran Director APAC, LogMeIn
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SESSION SPONSOR
LATEST TRENDS IN FIELD SERVICES:
CHALLENGES, INNOVATION &
OPPORTUNITIESDaniel Cran
Director APAC, LogMeIn
Agenda
• Why do we care about Field Services?
• What are the trends in the market?
• An example of excelling in the new world
We believe –possibilities
increase with connectivity
Our mission –simplify how
people connect to each other and the world around them
Identity and Access
Collaboration
Internet of Things
Convergence of Mega Trends
About TSIA
• Leading professional association of technology services industry
• Thousands of services executives, managers, and professionals
• Annual reports look at key trends
Today’s Service Challenges
Customers want more options
How customers are looking for help
Has omni-channel customer service made consumers more demanding?
84% Say that
customer
service impacts
their choice of
business
77% Have stopped
doing business
with a company
following a bad
customer
experience
American results: 81% | 68%
Customers want less effort… on their part
The Good and the Bad
50%
48%
27%
14%
6%
39%
47%
44%
42%
37%
11%
5%
29%
44%
57%
Time taken to reach a representative
Ability to reach the right representative
Ease of use of self service
Number of ways to reach representatives
Information on web
Worsened Stayed the Same ImprovedSource: Ovum – Where Contact Centres are
Missing the Mark (2015)
Proactive Engagement
Customers see IoT as hazy but want to resolve technical issues faster.
21%
34%
37%
63%
Scheduling visits from the righttechnical or field staff
Automatically create trouble ticketswhen issues occur
Understand technical issues withoutspeaking to a representative
Resolve technical issues faster
Which two of the following benefits would be most useful to you by connecting
your products to the Internet?
Source: Ovum – Where Contact Centres are
Missing the Mark (2015)
Streamlining efforts &
reducing cost
SESSION SPONSOR
Case Study:
Fuji Xerox Asia Pacific
Customer Support:
eSupport and LogMeInRob de Jong,
Manager, Solution Support Centres, Fuji Xerox Asia Pacific Customer Technical Support
The Complexity of Business –Fuji Xerox Experience
The Complexity of Business – Fuji Xerox Experience
The Changing Environment –Customer Expectations
20
From… To …
Customer
Loyalty
Pro-active
Resolve
Customer
Communities
Satisfied
Customer
Reactive
Respond
Voice of Customer
FXAP Customer SupportOverview & eSupport Strategy
Our Customer Support Vision
23
FXAP Customer SupportVital Statistics
In FY2014 2 million Fuji Xerox customers
across 14 countries in the Asia Pacific
received a support resolution from one of our
500 support staff
based in Australia, Kuala Lumpur, Seoul and
Shanghai. Staff work across 11 time zones in
11 languages with a common goal of providing
every customer with an exceptional support
experience.
Our Customer eSupport Strategy
Level 0
Level 1
Level 2
Key objectives
1. Provide a benchmark customer experience that is
consistent for all Fuji Xerox Asia Pacific customers
• Responsive
• Support Options
2. Establish a sustainable support model that delivers
increases in productivity and profitability region wide
3. Utilises all available remote support technologies
meeting the technical and generational needs of our
customers
4. To stay ahead of the curve and creates a point of
difference to our competitors
5. Makes it easy for customers to do business with us
Evolution of eSupport
Growth in eSupport
Our Customer eSupport Strategy
Our Remote Support Journey
Remote Technical Support
Customer Technical Support (CTS) Centres
• Multi Lingual - Technical remote support across full range of
• Fuji Xerox products – Office, Graphic Comms and Printers
• Software and Hardware direct to customer, CE/SA, Authorised Service Providers
• Quick Response and Quick Resolution
• Initial Response – 80% within 30 minutes Resolution Rate
• Remote Firmware Upgrades (EPBB connected devices)
• Value Added Services:
• Managed Solution Support
• Professional Services – forms design, remote pre-sales, installation, consultancy
• ICT Services
Customer Technical Support (CTS) Centres: Results
Why Rescue?
• Quick connection time
• Remote desktop performance
• Quick setup
• Multi-OS support
• Multi-engineer collaboration
• Flexibility of Configuration
• Session recording
• Voice of the Customer
• Multi-Web Workflow Support
• Language support
• Comprehensive reporting
Tracking Voice of the Customer (VoC)
• Two workflows:• Support Centre initiated• Customer initiated (via calling
card)
• VoC survey of both customer and engineer
• Customer results published real-time on dashboards in Kuala Lumpur, Sydney and Seoul Support Centres
LMI Calling Card:
XMPIE | 59590416
Our Rescue Story
Rescue Usage Comparison FY2010 v FY2015
• Acceptance and usage has remained high in most Asian countries
• Significant increase in acceptance by FX Thailand customers – 89%
• Decrease in acceptance of Rescue with our FX China customers
• Intermittent connectivity issues
• Responsiveness issues
• Difficult to communicate “rescue123”
Our Remote Technical Support Today
Advantage through our remote technical support today
Focused technical upskilling of Level 1 Support
• Transition the “easier” technical resolutions to the 1st level teams – driver installation, easy device set up issues
• Expanding use of LogMeIn Rescue
• Customers issues resolved quicker
• Increasing customer satisfaction
• “Freeing up” Level 2 resources to focus on more value add, higher level technical issues
Level 1
Level 2
Our Remote Technical Support Today: Value Added Remote Services including..
Our Remote Technical Support: Tomorrow’s Opportunity
Our Remote Technical Support Tomorrow:Evolve into a full remote service engineer support model• Full utilisation of remote support tool capabilities to
maximise remote resolution
• Increasing Field Engineer Productivity (H/W),
Increasing and Expediting Remote Resolutions,
Increasing Customer Satisfaction
• Rescue Lens:
• New feature of the LogMeIn Rescue tool
• Uses mobile device (smartphone) to provide
remote “eyes on site”
• Can be used directly with field engineer, onsite
IT Support or customer
• Pilot currently in progress
From
Remote
Support to
Remote
Service
Q&A
Rob de Jong
Manager, Solution Support Centres,
Fuji Xerox Asia Pacific Customer
Technical Support
Daniel Cran
Director APAC
LogMeIn
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