Journey Map CX: Cloud Provider Customer Service
Developed and guided the implementation of an ITIL-based Incident and Event Management process to alleviate the top pain points unanimously identified by all customers.
Working on a cloud service provider team, I noticed their clients often complained about the service delivery. I designed a customer experience framework to implement within our project office and scheduled time with our customers to understand their issues and challenges with our service delivery.
Understand and Observe
After conducting interviews with the customers of a cloud service provider, I wanted to understand the end-to-end customer journey to identify and bridge the inefficiencies in the service delivery process. I identified areas of strength and customer pain points.
I provided the program manager with a Recommendations Matrix aligned to address the top challenges of our customers.
Moment of Truth
I started with identifying the member(s) of the team that led each phase of the customer journey. The goal was to align the focus of clients' goals during each phase with the individual team member responsible for interacting with the client. I identified the guiding question for our project team to understand the perspective of our customers.
We also identified the "moment of truth" or a point in time when our interaction (direct or indirect) with a client shapes their thoughts and feelings about our service. These "moment of truth" points are vital to the loyalty of existing clients and the stories they will tell potential customers.
Discovery to Exit
Through a graphical representation of team members and clients, I showed executive leadership the business process and technology needed to reduce the pain points of our clients.
Incident and Event Management
In cloud service, the operation and maintenance phase is critical to customer service success. I identified a trend with our clients that the communication process during incident management was a major challenge.
We decided to address the issues with implementing an incident and event management process first to improve the experience of our existing customers.
Customer Exit Matters Too
The exit phase is just as important as the onboarding process of our clients. This phase will determine if they will return for new services or if they will recommend us to potential customers looking for cloud services.