ValueNet Works
                                                                                                 Verna Allee's BLOG

Home                      Collaboration          Business Process          Customer Support
TOC                                   Innovation Networks          Business Improvement
   
  Customer Support
  Improve customer experience
   
People are saying...
 
"Value network mapping of an organization, or even better, multiple organizations is the most unbiased and necessary view into what really goes on in business interactions. If done successfully, it changes the way job roles and the value of interactions are perceived and measured."
LaVeta Gibbs, former Director, 
Global Contact Center Strategies
Cisco Systems

 

"Good ideas can emerge from an inventor working solo but more often they are a result of collaboration throughout an organization and its value network."
Carol Rozwell, Gartner Group, VP and Distinguished Analyst

Value networks methods, tools, and solutions provide capability to:

 
Better deploy resources in customer support. 
Predict breakdowns in service. 
Increase satisfaction in customer experience. 
 

Example: Fragmented support network

 

In a global technology company more than 500 contact numbers made it difficult to track help desk activity and needs. Using Value Network Analysis (VNA), the company reduced the amount of time and effort it took customers to find the right help, justified additional equipment and support needed, and defined better flows of customer insights to product teams.

Learn more: Creating New Value in Customer Service

Example: Reduce high costs and risks in escalations

 
Customer Support in a global technology company wanted to reduce time to resolution for customer issues. They used VNA to identify potential improvements in predicting  ticket escalation up to 90% with value network modeling and analytics. Predictive capability allows for pre-emptive case handling to better meet Service Level Agreements.
 Example: Too many solutions creating needless complexity
 
In a global technology company a poor user experience resulted in 92 competing initiatives to fix the website and improve the customer support. Using VNA the company consolidated efforts into 32 complementary initiatives. Insights into interactions and team deliverables helped define requirements for a customer support application.
Share|