Uncover another layer of actionable insights
One of the main objectives of Service Insights is to uncover deep, actionable insights that enable you to improve your service organization performance. In this summer release, we have focused on highlighting the causes behind the Customer Risk Score.
Meet the Root Cause Analysis
In the Customers page, the customer risk score was introduced to enable you to understand which customers are most likely to experience poor service.
The Customer Risk Score classifies the customers into 3 categories: high, medium, and low, which allows you to identify customers at risk of escalation that would need your attention.
With the introduction of the new "Root Cause Analysis", our aim is to elevate your understanding of your customers' experience to the next level by addressing the pivotal question: Why is this customer at risk?
The Root Cause Analysis allows you to delve into the reasons behind the risk score. The model comprises of two main components:
- Highlight the primary Key Performance Indicator (KPI) that has the most significant negative impact on the risk score.
- Identify the underlying causes of poor customer experience. These causes typically fall under three main entities: customer behavior, workforce performance, or the assets.
This additional layer of actionable insights empowers you to ascertain the actual problem behind customer escalations and guides you in taking the necessary steps to improve their service.
You can view the insights of this model in the new Customer Overview widget under the Customers page.
Enhanced Widget - Customer Overview
The dynamic Customer Overview widget is based on the new root cause analysis. You can find the widget in the Customers page with valuable insights into why customers are at risk and offers actionable steps to improve their experience. The enhanced widget highlights unique insights on a customer-by-customer basis, empowering you with targeted strategies to improve customer satisfaction.
Paragraph structure:
- The Customer Risk Score and how it's trended since the previous month.
- The primary factor contributing to the risk score, the most influential KPI, and the problematic assets.
- For high-risk customers: the cause behind high risk score, whether it is customer behavior, workforce performance, or the assets.
Customer Highlight: Concise Customer Experience Summary
As part of this release, we've introduced enhancements to the Customer Highlight in the Executive Overview page. In this new summary, we focus on the number of customers served via call center or field technician visits.
The goal is to offer you a concise and high-level summary of the overall customers’ experience in your service organization in the past month.
Enhanced Reference Table with new capabilities
The Reference Table, available at the bottom of each page, contains the raw cases/work orders. This table allows you to validate any analysis by cross referencing it with raw events, with the goal of increasing your confidence in the findings presented.
We've incorporated several enhancements into the table based on feedback we've received from you, our users.
What has changed?
- Ability to export the table (without observations and solutions fields)
- An option to link between the investigation ID in the table to the case/work order object in your customer SFDC/ServiceMax org
- Ability to sort the reference table by any column
- Fresh look and feel
Any feedback on our new releases?
Please feel free to reach out to us and we’ll set up a Q&A session along with your Customer Success Manager.