Service & Customer Management

In my role as a Project Manager BFBS, I was tasked with setting up a customer service system to improve our customer support capabilities and enhance the overall customer experience. Here is how I approached this project by using several key steps and considerations:

1. Define Project Objectives and Scope

   Needs Assessment
   I started by conducting a thorough needs assessment to understand the current state of our customer service operations, identify pain points and challenges faced by customers, and gathered requirements for the new system.

   Define Objectives and Requirements
   Based on the needs assessment, I worked with key stakeholders, including customer support team members, managers, and IT personnel, to define clear objectives and requirements for the new customer service system. This included determining functionality, features, integration with existing systems, and budget considerations.

   Research and Selection
   I researched various customer service solutions in the market, including help desk software, ticketing systems, live chat platforms, and knowledge base tools. I evaluated each option based on factors such as scalability, ease of use, customisation options, pricing, and customer reviews.

2. Identify Stakeholders and Establish Communication Channels

   Vendor Evaluation and Negotiation
   After narrowing down the options, I conducted vendor evaluations and demos to assess the capabilities of each solution and determine the best fit for our needs. I also negotiated pricing, licensing terms, and service level agreements (SLAs) with selected vendors to ensure a cost-effective and sustainable solution.

3. Assemble Project Team, execute the project plan

   System Configuration and Customization
   Once the vendor was selected, I collaborated with IT and stakeholder technical teams to configure and customise the customer service system according to our specific requirements. This included setting up ticketing workflows, creating custom fields and forms, integrating with existing CRM and communication tools, and designing the user interface.

4. Manage Risks and Issues

   Data Migration, risks and Training
   I oversaw the migration of data from our legacy systems to the new customer service platform ServiceNow, ensuring data integrity and accuracy throughout the process. Created documentation to hold any risks from data migration or any other area that may conflict with the completion of this project. I also coordinated training sessions for customer support team members to familiarize them with the new system, its features, and best practices for using it effectively.

5. Ensure Quality Assurance

   Testing and Quality Assurance
   Prior to launch, I conducted thorough testing and quality assurance to identify and address any bugs, issues, or usability concerns with the customer service system. I enlisted feedback from beta testers and stakeholders to ensure that the system met their needs and expectations.

6. Closeout and Evaluation

   Launch and Rollout
   After completing testing and training, I orchestrated the official launch and rollout of the new customer ServiceNow service system. This involved communicating changes to stakeholders, providing support during the transition period, and monitoring system performance and user feedback in the initial days post-launch.

7. Monitor Progress and Performance

   Continuous Improvement
   Following the launch, I established processes for monitoring and measuring the performance of the customer service system, including key metrics such as response times, resolution rates, customer satisfaction scores, and ticket volume. I regularly solicited feedback from users and stakeholders to identify areas for improvement and implemented enhancements to optimise the system over time.

   Evaluation and Optimisation
   Periodically, I conducted evaluations and reviews of the customer service system to assess its effectiveness, ROI, and alignment with business goals. I used data-driven insights and feedback to make informed decisions about further optimisation, upgrades, or adjustments to ensure that the system continued to meet the evolving needs of our customers and organisation.

By following these structured steps and best practices, I successfully went live with the customer service system that improved our customer support operations, streamlined processes, and enhanced the overall customer experience.

ServiceNow application was the key feature added to allow for the key steps to be followed.

During the early 2017, I established and launched ServiceNow into our customer support department at BFBS.

To find out more about ServiceNow, click here.

ServiceNow is a customer service software company that provides cloud-based solutions to help businesses manage customer support interactions across multiple channels.:

• Created more working pathways for dedicated using ServiceNow AI to connect to the helpdesk/call centre
• Put in place separate SLAs for devices and software related tickets
• Volume license and configuration for remote support software
• Create Agent interface to communicate between messaging and agents allocation
• Setup call out teams for physical devices that needed to be swapped out
• Install and configure virus and debugging software for servers & Cisco equipment
• Facebook BOT creation for direct and instant answers for the serving forces personnel.

More than happy to go deeper if you require more information. Please email me or use the contact form.

I have attached a trial version to this site to show you the AI bot in action.