Overview
TechnologyOne (ASX: TNE) is Australia's largest enterprise SaaS company and one of Australia's top 200 ASX-listed companies, with offices across six countries. Our ERP SaaS solution transforms our client's businesses with powerful, deeply integrated enterprise software that is incredibly easy to use. More than 1,200 leading corporations, government departments, and statutory authorities are powered by our software.
For over 30 years, we have been providing our customers with enterprise software that evolves and adapts to new and emerging technologies, allowing our customers to focus on their business and not technology.
Recently, we won Community Contribution and Employer of Choice in the 2021 Australian Business Awards.
Supernova Award Category
Next Generation Customer Experience
The Problem
Curating an irresistible, best-in-class user experience has always been a top priority for TechnologyOne. Determined to keep self-service success at the core, the company built a dedicated Salesforce customer community to help customers self-help and simultaneously also, elevate support analysts’ ability to find information in the right place at the right time.
But the trouble soon came knocking. The management observed a trend of increasing support tickets and repetitive L1 queries. While digging down to the root cause, a few challenges faced by the users emerged.
First, the users had to jump through hoops of content repositories to find apt information. At times, they ended up with irrelevant results due to limited search intent processing, thus leaving a trail that speaks volumes about their need and content that failed to fulfill them. All these factors were taking a big toll on user experience.
On top of it, the customer base was growing exponentially and pandemic-led digital transformation accelerated the need to scale self-service efforts for absorbing the anticipated surge in user queries.
In light of this, the management decided to plug the holes with a potent plug-and-play solution that offers quick deployment and starts delivering value from the word go.
The Solution
NPS surveys & customer interviews revealed a need for swift & effective self-service. Support analysts wanted to cut down time spent on finding help content & onboarding new reps.
The biggest barrier here was the massive influx of user queries. To grasp the nettle, the firm decided to turn its community into a deflection powerhouse. Enter SearchUnify.
Its support for 50+ enterprise platforms indexed all disparate KBs & made them accessible from the community. This created a unified view of self-help content for the customers.
SearchUnify's ML-fueled algorithms factored in user data across touchpoints to amplify relevance. They also refined the experience by proactively enabling relevant facets & filters.
The insights engine empowered knowledge teams to identify & close any gaps for improving CSAT scores.
Enhancing agent experience is a cornerstone for better CX. That’s where apps like Agent Helper helped augment agent productivity.
The results
Post-implementation, the search yielded more valuable information to the users. There was a drop in cases logged monthly despite the growing customer base. This enabled the support team to focus on resolving more complex issues.
Also, the in-depth reports armed TechnologyOne with insights to bridge the gaps between the existing content and what customers wanted to see. They contain a summary of all analytics like Searches with No Clicks, Searches with No Result, Sessions with Unsuccessful Searches, Unique Unsuccessful Searches, content gaps, user search behavior, etc., in an immersive and intuitive dashboard.
Moreover, the support agents leveraged the search capabilities to find the relevant information effortlessly and resolved tickets in a blistering-fast manner. All of this resulted in lower AHT and better CES & CSAT scores.
Intelligent apps like Agent Helper have worked wonders for the company. It has defined and measured agent KPIs, streamlined information access, implemented a collaborative approach—Intelligent Swarming, accelerated onboarding, and much more. In fact, the firm has seen significant contributions to self-serve resources and growth in the size of KBs since its launch.
Metrics
With the souped-up customer community, TechnologyOne witnessed a 15% drop in ticket volume, that too, alongside an average of 24% customer growth.
Also, the company saw a steep increase in case deflection numbers as planned. The search yielded more valuable information to the users which led to a case deflection of up to a whopping 75% within the community.
Furthermore, the daily average for Searches with No Results dropped by 18%. On the other hand, the daily average for Searches with No Clicks dropped by 22%.
The Technology
With cognitive technology at the core, SearchUnify fuels the unification of disparate data silos to build a centralized content repository and an insights engine that articulates analytics to monitor KPIs and react to changing trends in real-time.
It powers multiple next-gen apps like Intelligent Chatbots, Agent Helper, Community Helper, KCS Enabler, and Escalation Predictor - all of which elevate & personalize the experience of customers, agents, community & support managers.
Disruptive Factor
The integration with SearchUnify helped them leverage the next-gen technologies like AI, ML, NLP, and so on. It has helped elevate their self-service and case deflection strategies.
Getting executive buy-in was a small hiccup. So, to create a compelling case, a data-driven approach was adopted. It was found that a lot of tickets could’ve been solved by the self-help content but the subpar search experience was driving customers away.
SearchUnify’s insights engine helped showcase the wealth of opportunities the community would be bringing and further helped with decision-making. Finally, the stakeholders were convinced and able to see the value that the juiced-up community would spur.
After the phenomenal success in CX and EX, the team at TechnologyOne implemented mastodonic intelligent apps by SearchUnify—Agent Helper. It sped up analyst onboarding and cross-skilling.
Soon, the company is planning to implement SearchUnify’s other apps—KCS Enabler & Community Helper. The former capture resolutions in the form of KBs at scale and in ways that are both findable and reusable. The latter is an ‘always on’ bot that monitors community discussions & taps into content repositories and usage insights to provide meaningful, personalized responses to open discussion threads. It also identifies, merges, & closes duplicate threads round the clock. All this is going to improve CX and EX even more.
Shining Moment
Earlier the team didn’t have any data to back up the whole flurry of cognitive goodness SearchUnify brings to their community. But the stakeholders had a Eureka moment when they saw significant improvement in CX & EX, thanks to their customers’ and support analysts' positive feedback & remarkable numbers. They applauded the team for proactive decision-making by adding the right technology into their tech stack and improving community ROI big time.