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Slide 2: EpicCare a year on—moving to Knowledge Centric Support using ServiceNow CMS
EpicCare a year on—moving to Knowledge Centric Support using ServiceNow CMS Ian Ashby Senior Vice President, Global Support Epicor Software Corp.
Slide 3: Speaker introduction
Speaker introduction Name: Ian Ashby Title: Senior Vice President, Global Support Function: Support and Maintenance services Company: Epicor Software Corp. Experience: 20+ years in technology companies: from large and quoted through to small VC-backed startups Expertise: Operational, Commercial, Str
Slide 4: Agenda
Agenda Epicor overview/introduction The case for change: EpicCare What we achieved up to K17 EpicCare a year on—moving to Knowledge Centric Support using ServiceNow CMS EpicCare feedback 4 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18
Slide 5: Epicor overview/introduction
Epicor overview/introduction 5 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18
Slide 6: Epicor at a glance
Epicor at a glance ~20,000 3,800 150 70+ ~$1 billion customers employees countries products revenue Complete value chain solutions— B2B and B2Cthe World’s 5th largest ERP software provider 6 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18
Slide 7: Epicor brand and tag line
Epicor brand and tag line 7 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18
Slide 8: Epicor three strategic pillars
Epicor three strategic pillars Fit Ease Growth 8 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18
Slide 9: Epicor's laser-focused vertical approach
Epicor’s laser-focused vertical approach Professional Services Telecommunications Banking Insurance Healthcare Government Oil and Gas Real Estate Manufacturing Distribution Retail Education/Research Utilities Media 9 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18
Slide 10: Vertical approach example: US distribution
Vertical approach example: US distribution • 60% of Industrial Distribution’s Big 50 • 56% of Electrical Wholesaling’s Top 200 • 49% of Supply House Times’ Premier 150 • 39% of The Wholesaler’s Top 100 10 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18
Slide 11: Epicor values
Epicor values 11 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18
Slide 12: The case for change: EpicCare
The case for change: EpicCare 12 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18
Slide 13: Epicor support overview
Epicor support overview • Support for Epicor SW, technology, and third-party SW products – Support and maintenance fees are approximately 50% of company revenues • 16 main support centers – From New Zealand to Europe to the Americas… – Newest support center in Bangalore, India (the ITC) • Providing
Slide 14: Epicor's evolution
Epicor’s evolution 2017 1972 • Multiple acquisitions, mergers, and shareholder changes over 40+ years • Complexity and Systems proliferation, especially in support operations 14 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18
Slide 15: The challenge!
The challenge! 15+ support systems… …and 50+ Customer Portals! 15 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18
Slide 16: Our critical choice: CRM vs Service Management
Our critical choice Service CRM Mgmt • Customer relationship management (CRM) is a • ITIL is the process of aligning enterprise IT system for managing a company's interactions services with business and a primary focus with current and future customers on the delivery of best services to end user (c
Slide 17: Our decision
Our decision • EpicCare: major investment into a transformational project to deliver a single global support platform for all customers, all products, driven by desire to improve customer satisfaction • To partner with ServiceNOW to deliver the EpicCare platform • To focus on getting the system impl
Slide 18: What we achieved up to K17
What we achieved up to K17 18 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18
Slide 19: EpicCare rollout—7 waves
EpicCare rollout—7 waves Wave Primary products Planned go-live date Wave 1 Eclipse April 2016 Wave 2 Distribution June 2016 Wave 3 Prophet 21, Eagle August 2016 Wave 4 Auto, iSolutions, Enterprise November 2016 Wave 5 Epicor ERP December 2016 Wave 6 iScala, BisTrack US January 2017 Wave 7 Tropos, Bi
Slide 20: EpicCare rollout—results
EpicCare rollout—results • 7 wave roll-out completed in March 2017 – All customers and partners, all products, globally, using EpicCare – All 7 waves delivered on schedule – Achieved ambitious 12 month “stretch” target for completion date – Slightly under budget • 51,000 registered users; 500,000+ s
Slide 21: EpicCare implementation size
EpicCare implementation size # Products: 71 # Product Models: 25k Supported; 264k Total # Customer Assets: 804k Supported; 1,592k Total # Accounts: 19k Entitled to Support; 41k Total # Contacts: 51k Active for Support, 25k Portal Users; 100k Total # Partners: 764 Partners with 4,646 Contacts # Suppo
Slide 22: EpicCare a year on—moving to Knowledge Centric Support using ServiceNow CSM
EpicCare a year on—moving to Knowledge Centric Support using ServiceNow CSM 22 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18
Slide 23: EpicCare: transforming Epicor Customer Support
EpicCare: transforming Epicor Customer Support Knowing our customer 23 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18
Slide 24: EpicCare Customer Portal
EpicCare Customer Portal 24 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18
Slide 25: Epicor Case Management and Positive Case Closure (PCC)
Epicor Case Management and Positive Case Closure (PCC) Submission Solution determined Solution proposed Solution accepted Quality review Accepted Rejected 25 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18
Slide 26: Other Key Activities post-EpicCare Go-Live (I)
Other Key Activities post—EpicCare Go-Live (I) • Driven by the success of the EpicCare ServiceNow CSM project, replacement of existing 2 year-old internal IT ticketing system with ServiceNow ITSM • Successful upgrade of ServiceNow CSM from Geneva to Jakarta – Completed over a weekend with no impact
Slide 27: Other Key Activities post-EpicCare Go-Live (II)
Other Key Activities post—EpicCare Go-Live (II) Unexpected benefits from EpicCare: Item Main Impacted Teams Benefit “White space” analysis to drive Installed Base Sales, Marketing Add-on revenues sales activity Customer self-serve for live SW Support, Licensing, Product Automation, Efficiency, Custo
Slide 28: Moving to Knowledge Centric Support (KCS)
Moving to Knowledge Centric Support (KCS) • Fundamental change of approach—all Knowledge to be made available to entitled customers, 24x7x365 • New KnowledgeBase in EpicCare, with full multi-media capabilities • Accessible through targeted searching, and prompted during support case creation • Targe
Slide 29: Knowledge KPIs and reporting
Knowledge KPIs and reporting • Knowledge Management Dashboard built into EpicCare • Real-time information; tables, graphs and other widgets • 10,000+ Knowledge views per month 29 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18
Slide 30: KCS and video-based Knowledge example
KCS and video-based Knowledge example • Animated videos on how to get the most from EpicCare–Part of EpicCare Knowledge Base • 6,000+ views to-date 30 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18
Slide 31: KCS: Improving performance and the customer experience
KCS: Improving performance and the customer experience 31 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18
Slide 32: EpicCare feedback
EpicCare feedback 32 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18
Slide 33: EpicCare feedback
Retail Customer: “HUGE improvement over the old system… What am I going to do with all of my free time?” “Distribution Customer: The new portal is amazing—it’s everything you hope for in a modern support portal…Especially like the formatting in the Knowledge Base” Manufacturing Customer: “EpicCare i
Slide 34: And most importantly… EpicCare support survey NPS
And most importantly… EpicCare support survey NPS 35 30 25 NPS in % 20 15 10 5 0 Q4 16 Q1 17 Q2 17 Q3 17 Q4 17 34 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18
Slide 35: An award for EpicCare
An award for EpicCare • The EpicCare project announced as the winner of a “Stevie” for Customer Service Department of the Year in the 2017 American Business Awards • Comments from the judges: – “A transformative year for Epicor. Not many can replace all their systems and still show improving metrics
Slide 36: In Summary
In Summary • EpicCare still our most successful project to-date • We’re now beyond “the end of the beginning,” but our journey of continuous improvement won’t ever stop • Driving improvements for customers, partners, employees • Knowledge Centric Support is a key focus for us—we can see the benefits
Slide 37: Questions?
“A Questions?
Slide 38: Thank you
Thank you Ian Ashby SVP, Global Support iashby@epicor.com Mobile: +44 7764 959 439 Direct Tel: +44 1344 468 286 (UK) Direct Tel: +1 952 417 8686 (US)
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