Quby: The Journey Of Customer Service Management

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Quby: The journey of CustomerService ManagementThe journey to implement ServiceNow Customer ServiceManagement for Quby’s newest home automation product:ThuiswachtJean-Paul DijkstraBusiness Domain Owner

Speaker introductionName: Jean-Paul DijkstraTitle: Business Domain OwnerFunction: Responsible for enablement platformCompany: Quby: We create ToonExperience: More then 30 years experience in IT managementAchievements: ERP implementations, Mergers, Cloud migrations, IoT implementation.Current Projects: Replacement Service Centre by Service Now, Device to Cloud migrationCompany Bio: Quby is owned by Eneco and is the creator of Toon. Our vision is “Making daily lifeeasier”, which is done by delivering smart services to give consumers well-being and peace ofmind in their home.2 2018 ServiceNow, Inc. All Rights Reserved. Confidential.

What you will learn12How we implemented CSMWhy we decided to useServiceNow CSM instead of and our experience after goliveSalesforce33Discuss KeyLessons from selection,implementation and use 2018 ServiceNow, Inc. All Rights Reserved. Confidential.

Context Quby’s business model is to partner withservices firms and tie services to homeautomation solutions (e.g. Toon for Eneco) Together with Interpolis, Quby developeda new business model, combining Homesecurity and Home insurance: Thuiswacht Interpolis acts as the distribution channeland first line support. In case of technicalor data issues, Quby provides supportservices (in this case to Interpolis)Key question: Which Service Management solution would best fit Quby’s business model and(how) can this product be successfully implemented before the launch of Thuiswacht?Source: Information goes here6 2018 ServiceNow, Inc. All Rights Reserved. Confidential.

Challenges We needed a solution but had no TargetOperating Model. Without a clear Target Operating Model,software selection process was difficult. The deadline for the launch of the product wasfixed leading to a challenging timeline. The solution should be able to scale and flexibleto adopt to future requirements.7 2018 ServiceNow, Inc. All Rights Reserved. Confidential.

Our goals Select the correct software to support our requirements before mid March 2018 Implement the solution (MVP) before end of June 2018, with a focus on user satisfactionand self-service to drive down support (call center) costs Scale and improve product to support 10.000 end-customers before end of 20188 2018 ServiceNow, Inc. All Rights Reserved. Confidential.

Our package selection processSalesforce vs. ServiceNowIdentify vendors In search for aCustomerServiceManagementsolution, theprimarycandidates wereSalesforce andServiceNowDefine TOM Our partneradvised todefine the TargetOperating Model(TOM)Definescope Based on theTOM, therelevant scope(Modules/integrations) wasidentified. Also scope wasprioritized (MVPvs. non-MVP)10Receiveproposals We receivedofferingscontaininglicense quotesandimplementationquotesDecide Decision wasmade toimplementServiceNow CSM,together withPlat4mation 2018 ServiceNow, Inc. All Rights Reserved. Confidential.

Clarifying the Target Operating Model (TOM) helped usto identify scope and prioritize requirementsCustomers (primary Partners, secondary end-consumers)OperationsSalesOrders intakeServiceprovisioningSupporting FunctionsServiceMonitoringService SupportCase MgtAsset MgtService CatalogIncident MgtConfiguration MgtServiceProvisioningBilling &ReportingSomfy OneGatewayProblem MgtService ChargingSLAFulfillmentInstallService OrdersSupplier MgtFinanceITCompliance (Privacy)GRCITSMPurchase OrdersPurchasingInvoice matchingService MonitoringStock managementEvent MgtSelf ServiceKnowledge mgtContract MgtService levelreportingOtherServiceCenterSuppliers (installers, manufacturers, s 2018 ServiceNow, Inc. All Rights Reserved. Confidential.

Reasons to select ServiceNow CSM1Excellent functionality to cover Quby CSM needs for Thuiswacht service on short andlong term2Platform can be leveraged to support other Quby services / departments (e.g. EnecoToon, Internal IT, Product development, etc.3Enthusiastic and knowledgeable partner to assist during selection and implementation12 2018 ServiceNow, Inc. All Rights Reserved. Confidential.

Timeline: We implemented CSM in less than 3 months CSM Release 12018 MarchAprilMayJuneJulyPackage SelectionKick-off projectPrepare andstartAdvice &ArchitectureRequirements &DesignAdvice &ArchitectureRequirements &DesignKick-off Project Kick-off Team ramp-up Analyze set-up Order backlog High-level sprintplanAsset & StockManagementCMDBCase ManagementRoll-outExecuteEnrich anddevelopTestIntegrateImproveAdvice &ArchitectureGovernanceAdvice &ArchitectureGovernanceAdvice &ArchitectureGovernanceAdvice &ArchitectureQuality assuranceAdvice &ArchitectureQuality assuranceAsset & StockManagementCMDBField ServiceManagementDevelop must havestoriesUser AcceptanceTestIntegrations[Somfy] Ticketing email integrationCatalog itemsIntegrations[Tech Data]Fulfillment e-mailintegrationCase ManagementMaster DataField ServiceManagementPlatform setupMaster DataFulfilment trainingAfter-life supportIntegrations[Somfy] CI/AssetactivationIntegrations[Preventie winkel]Real-timeintegration orderintakeSingle-Sign-On because we finished 1,5 sprints ahead of schedule!14 2018 ServiceNow, Inc. All Rights Reserved. Confidential.

During sprints we used our Partner’s workshop-basedapproach to gather requirements to fill the backlog151What dowe do?2Who isinvolved?3How do wemeasure? 2018 ServiceNow, Inc. All Rights Reserved. Confidential.

Lessons learned from our implementation12345Use an Agile approach but strictly managed product backlog.Stay close to the Out-of-the-box (OOTB) CSM SolutionSelect a partner that understand and support above principles.Start simple and use the experience in practice to improve.Involve end-users and other stockholders in sprint reviews.16 2018 ServiceNow, Inc. All Rights Reserved. Confidential.

Top takeaways123The Out-Of-The-Box CSMfeatures are verycompleteAn internal projectmanager is essential toprevent scope creepWe were able to deliverthe required scope, withintime and under budget23 2018 ServiceNow, Inc. All Rights Reserved. Confidential.

Our next stepsWe have no definitive next steps, but many ideas: The existing solution can be rolled out to other services (like Eneco Toon) The existing solution is currently used to support partners, but can be extended todirectly support end-customers The ServiceNow platform offers additional modules that could be interesting:– IT Service Management for internal IT– Agile Project Management for Quby product development Also the application development (Now platform) capabilities could be interesting:– Build IoT Device Management solution– Use ServiceNow as Orchestrator to manage and update Toon devices– Etc.24 2018 ServiceNow, Inc. All Rights Reserved. Confidential.

Salesforce vs. ServiceNow Our package selection process In search for a Customer Service Management solution, the primary candidates were Salesforce and ServiceNow Decision was made to implement ServiceNow CSM, together with Plat4mation Our partner advised to define the Target Operating Model (TOM) Based on the TOM, the relevant scope