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Loopveltweg 38
3645WK Vinkeveen
Nederland

+31-6-51446085

Road2Results grows your business by transforming your commercial organization. We implement advanced CRM solutions of BPM'Online to enable a high performing commercial organization. We make sure you have the right talents to prepare your commercial organization for the future. Think big, act small and implement agile. 

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Customer Service Management

Customer Service Management

As many organizations digitalize their business processes, IT and business become one and digital portfolio management is the spotlight of the organization. IT is the key to create a superior customer experience. On the other hand, your organization becomes more vulnerable in cases of non-availability of IT-systems and may cause loss of customers and money.

IT innovations require hard work and don’t just appear from itself. IT and business become more integrated as BizDevOps becomes more common. To create seamless co-operation amoung business, IT and external service providers require professional, well-implemented customer service management supported and based on state-of-the-art service management platforms and digital workflows.

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If you recognize one or more of the symptoms like:

Then it may be time to bring your IT-organization to the next level.

Road2Results is the right partner to accelerate your IT, improve the customer experience and streamline your service management organization.

Implementation of customer service management

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What can you expect:

  • clear vision and strategy for enterprise service management

  • implement and automate proven best-practice service management workflows

  • implement a proactive, customer centric culture

  • introduce evidence based decision making on all levels

  • work agile in multi-disciplinary teams across functions

  • realtime CIO and IT dashboards

  • create productive co-operation with external service providers based on One-Team-One-Goal

“Being on top of your services”

Our services include:

  • product-owner, scrummaster and/or trusted advisor as-a-service to drive the implementation and get results

  • provide best-practice end-to-end service management workflows

  • ServiceNow implementation service to get business benefits from the ServiceNow platform:
    - Digital Portfolio Management
    - ITSM
    - ITOM
    - GRC
    - SecOps

  • training and coaching both indoor and outdoor

  • interim management of key functions to bring your organization in motion

Why Road2Results?

  • Results guaranteed

  • Online/digital implementation, so no consultants distracting your team

  • Deep relevant experience

  • Ability to connect business, IT and ESP’s and create seamless co-operation

  • Certified ServiceNow and ServiceCloud professionals

  • We make ourselves redundant asap

Measuring your customer service management transformation is essential to achieve adoption

Implementing a new way-of-working like customer service management means going through your teams go through a transformation process. This takes time but should be actively managed in order to achieve adoption. We do this by measuring four dimensions of the transformation:

WHY:

  • is the North Star communicated effectively?

  • how does the North Star ambition resonate with the target group?

  • does management show leadership and management commitment?

WANT:

  • What’s-In-It-For-Me?

  • how motivated am I to personally change into the required direction?

  • does this change fit into my personal goals?

  • will management recognise/reward my effort?

CAN:

  • am I able to make this change?

  • what training/coaching is necessary for me?

  • does management support me?

DO:

  • do I make the effort? do I participate in making the transition?

  • do I get positive feedback and is there room for error?

  • does management lead by example?

Making Organizational Change management tangible and measurable

Adopting a new way of working is a process which takes time. However, it should be clear what is the status and progress of the transformation. This means you need continuous feedback and improve where necessary. Our GRIP assessment provides you with the insight on the status of the transformation, get (anonymous) feedback from the target group and provide guidance to take additional action where necessary. In this way we provide OCM-as-a-Service (OAAS) based on a fixed fee:

  • online measurement using our cloud based GRIP assessment

  • report (PPT) with status/feedback per organizational unit and advice on additional actions

  • online presentation of the outcomes and discuss next steps

We advise to do the GRIP assessment each quarter to be effective.