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This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. Reducing Resolution Time with Advanced Electronic Services Presented by Tom Jarosz, Global Support Manager and Holly Pedersen, Product Support Supervisor
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This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. Lawson Overview Founded in 1975, Lawson Software provides enterprise business process software solutions that help services organizations in the healthcare, retail, professional services, public sector, financial services and other strategic markets achieve competitive advantage. Lawson’s solutions include enterprise performance management, distribution, financials, human resources, procurement, merchandising and services automation. Headquartered in St. Paul, Minn., Lawson has offices and affiliates serving North and South America, Europe, Asia, Africa and Australia.
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This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. Agenda Where Lawson Was Lawson’s Strategy and Investments How Lawson Executed The Strategy Results and Metrics
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This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. Where Lawson Was Callback model 18% Client success 15% Lawson success 5 calls to make 1 contact Large staff numbers (239) Went Public (reduce costs/cost center) Low Customer Satisfaction Barely 80% satisfied Up to 50 escalations of cases a day No strategy No long term plan Limited tools (phone, e-mail, home grown call tracking system) 15.59 days open average for all support cases
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This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. Environment Lawson Had To Deal WithCustomerExpectations Volume Resources
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This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. Lawson’s Strategy and Investments SCP Certification (1998 – present) Structure Success criteria metrics Best practices Industry focus, not Lawson specific Real Time support Scalable, lightweight, flexible and web deployable solutions Webex: remote diagnostics Knowledge Base: self service support.lawson.com: case and problem mgmt, downloads, training, etc. Lawson Interactive Support (LIS): Full documentation and Integration with 8 back office systems
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This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. Lawson’s Strategy and Investments Measurable Reduce costs Increase Client Satisfaction Increase Employee Satisfaction Increase Scalability Increase Resolution Rates Customer Needs No additional cost Faster resolution Self Service Tools Remote diagnosis More communication methods
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This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. How Lawson Executed The Strategy Restructured internal processes (SCP) Case creation Case passing Feedback processes Case closing Real Time support (SCP) Answer incoming issues as they happen Webex Ease of implementation and storage of valuable training/learning situations Browser based collaborative tool Data is NOT stored on Webex network Strong security Knowledge Base Dedicated development team develops, maintains toolset and tracks statistics and trends. Integrated in Case Tracking, LIS and product launch process Cross functional support team to define best practices and define requirements Creating new proactive support specialist role responsible for analyzing, evaluating, writing and maintaining content in the KB
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This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. How Lawson Executed The Strategy Lawson Interactive Support Full case documentation Ability to add log files error messages directly to the case Internal to Internal dialog Removed e-mail support Re-wrote support.lawson.com Case Management Problem Management Product Fixes (patches) Product Enhancement Requests Product Documentation Product Downloads Web-Based Training Library Training Classes & Registration User/Contact Profile Management Proactive Email Notifications Partner Tools Affiliate Login User Groups Client Vertical-based Personalization
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This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. How Lawson Executed The Strategy Customer facing Marketing Advertisements Co-market with vendors (Webex and Motive) Improvement on client feedback Exceed expectations SLA are better for LIS than Phone 80% in 5 minutes for phone (88.54% actual) 80% in 2 minutes for LIS (90.47% actual) Hosted webinars Expose Clients to new tools Cold called high volume client contacts Sent promotional e-mails Promoted at Annual Conference and User Groups
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This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. How Lawson Executed The Strategy Employee facing Set goals and celebrated successes Parties for each conversion goal reached Proactive not reactive Interact with the clients right now – Don’t wait until later Sustained training, best practices and knowledge sharing Reuse knowledge do not re-invent Incentive plans installed
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This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. Results and Metrics SCP certification 7 years in a row! Webex 15.35% growth Used and average of 987 times a month Increased 1 st day resolution from 45% to 53% Reduced most difficult cases handle time by 24.6% Integrated into LIS solution Knowledge Base 1,400 clients a month 7,500 unique users 125,000 searches a month 79,000 documents viewed per month Case avoidance 13,200 cases a month (use 6-1 ratio)
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This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. Results and Metrics Lawson Interactive Support Conversion Rate (currently 67%) 45% converted in 12 months 61% converted in 24 months Customer Satisfaction 95.95% with LIS Response time 90.47% in 2 minutes (all channels) Lower operational costs 33% efficiency gain 28.27% lower aged LIS backlog
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This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. Types of Support Given
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This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. Lawson Electronic Support Conversion
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This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. Impact to Days Until Close
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This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. Satisfaction with Support 93.11% Overall Satisfaction 95.58% Satisfaction with Response 90.16% Satisfaction with Resolution 95.95% Satisfaction with LIS Surveys Performed by Service 800 www.service800.comwww.service800.com All Statistics Are 12 Month Running Averages
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This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. QUESTIONS? Thomas.Jarosz@lawson.com Holly.Pedersen@lawson.com
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