Last week in London we held a breakfast event with industry leaders and FinancialForce PSA customer Hewlett Packard Enterprise, plus ATOS Consulting, to educate professional service leaders on the impact of professional services on customer retention. The discussion was centered around three core areas:
- achieving 360 degree customer visibility
- getting a single view of the customer journey
- achieving excellence in service delivery
The age of the customer is here
Forrester, one of the most influential research and advisory firms in the world, has stated that the age of the customer is here. Companies are making customer-focused transformations to meet the new demands of the customer.
Delivering world class professional services is one way companies can serve increased customer demands. We heard from Oliver Turnbull, Principal Consultant at Atos Consulting and Adam Jones, Advanced Planning and Innovation Lead at HP Enterprise to see how their own customer focused strategies have been brought to life and to learn how technology can help truly deliver world class professional services.
Five pillars of professional services delivery
Oliver has over 25 years experience specialising in formulating IT strategies to deliver business results. We heard ATOS walk attendees through their approach to the five pillars of professional services delivery which SPI cites in its 2015 Professional Services Benchmark Report as key to achieving service excellence:
- Client Relationships
- Human Capital Alignment
- Services Execution
- Finance and Operations
Oliver discussed how the ATOS Consulting approach to service excellence would be achievable through 21st century software which helps them:
- Optimise the connection of demand to supply
- Maximise the Intimacy Equation
- Access knowledge
- Automate the financial process
- See how the business is performing
Hewlett Packard are a key FinancialForce customer who have already implemented Professional Services Automation. Adam has over 25 years experience in using technology to drive service excellence. Adam discussed how HP has transformed its global service delivery to achieve market differentiation.
Adam discussed how HPE’s Technology Services solutions are enabling the New Style of Business and how HPE guides customers to build and support necessary modern infrastructure to successfully run their businesses.
Adam discussed HP’s key global service delivery strategies:
- sell what we deliver, deliver what we sell
- make it easy for customers to work with us
- differentiate our customer experience
- drive customer for life
- modernise service delivery tools
We also offered our own point of view on how technology can help world class service delivery, focusing around the importance of getting full visibility to achieve the all important 360 degree customer view. It’s easy to get tied up in spreadsheets but we must remember that it’s all about running the business and to do this today, companies need to understand everything about a customer account.
Find out how easy it is to help transform your own service delivery to world class standards in our FinancialForce PSA product demo quick tour. Or register here for our next demo on 17th December to see it live in action.