Delivering an extraordinary customer experience Donovan Brink 172016

Delivering an extraordinary customer experience Donovan Brink 1/7/2016

Contents Section 1 – Customer Experience goals Section 2 – The Customer Experience Process - Section 2. 1 – Previous Customer Experience cycle - Section 2. 2 – Current Customer Experience cycle Section 3 – Delivering the Customer Experience Section 4 – Reseller Zone Sage Business Partner Conference 2016 @Sage. Group. ZA | #Sage. BPCon 2021 -05 -19

Customer Experience Goals

Customer Experience Goals • Customer for life philosophy o Satisfaction o Loyalty o Advocacy Sage Business Partner Conference 2016 @Sage. Group. ZA | #Sage. BPCon 2021 -05 -19

Net promoter score Sage Business Partner Conference 2016 @Sage. Group. ZA | #Sage. BPCon 2021 -05 -19

Customer Experience Process

Customer Experience Process Sage Business Partner Conference 2016 @Sage. Group. ZA | #Sage. BPCon 2021 -05 -19

Delivering the Customer Experience

Delivering the customer experience Customer Experience – Day 1 • An incident is created and logged on the customers account • A welcome letter is emailed to the customer • Customer is contacted telephonically and welcomed Sage Business Partner Conference 2016 @Sage. Group. ZA | #Sage. BPCon 2021 -05 -19

Delivering the customer experience Customer Experience – Day 10 • Customer is contacted to confirm if the Business Partner has been in contact regarding a implementation action plan • Sage Evolution Support Team to use documentation to proactively support customer in the future Customer Experience – Day 12 • Business Partner is sent online questionnaire regarding the customers implementation plan Sage Business Partner Conference 2016 @Sage. Group. ZA | #Sage. BPCon 2021 -05 -19

Delivering the customer experience Sage Business Partner Conference 2016 @Sage. Group. ZA | #Sage. BPCon 2021 -05 -19

Delivering the customer experience Customer Experience – 30 days • Customer called to confirm if implementation has started • At this point the Client Experience Team check if the customer is happy with the progress of the implementation thus far Customer Experience – 3 rd Month • A follow up call is made querying if the implementation was successful • Should any concerns be raised the Business Partner is contacted Sage Business Partner Conference 2016 @Sage. Group. ZA | #Sage. BPCon 2021 -05 -19

Delivering the customer experience Customer Experience – Months 6 - 9 • Customer Experience agents enquire into the adaption of the software • During month 6 any new concerns will be highlighted • During month 9 a pre-renewals call is made Customer Experience – Year 2 • Customer Experience agents contact the again customer at month 4 and 8 Sage Business Partner Conference 2016 @Sage. Group. ZA | #Sage. BPCon 2021 -05 -19

Customer Experience Summary Supports Role in the Customer Experience Cycle • Using the implementation and scoping documents to monitor the implementation process • To have a better understanding of the sites going live to have a proactive approach • Long term goal is to have Technical Account Managers linked to Business Partners Sage Business Partner Conference 2016 @Sage. Group. ZA | #Sage. BPCon 2021 -05 -19

Delivering the customer experience Customer Experience – Statistics • 2354 customers contacted • 293 issues resolved • 39 sites saved from moving to a competitor Sage Business Partner Conference 2016 @Sage. Group. ZA | #Sage. BPCon 2021 -05 -19

Reseller Zone

Reseller Zone Sage Business Partner Conference 2016 @Sage. Group. ZA | #Sage. BPCon 2021 -05 -19

Customer Experience Summary What Our Goals Are • Customer loyalty and advocacy • Obtaining relevant information via constant customer interaction • Developing a proactive culture towards our customers instead of a reactive one Sage Business Partner Conference 2016 @Sage. Group. ZA | #Sage. BPCon 2021 -05 -19