Creating great Customer Experience is 100% dependent on Employee Experience

Creating a great Customer Experience is 100% dependent on Employee Experience I grew up in a Customer Service oriented industry.  I was 9 years old ...

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Creating a great Customer Experience is 100% dependent on Employee Experience

I grew up in a Customer Service oriented industry.  I was 9 years old when my parents chose to ditch their day jobs, move up north, and buy a private campground to run.  We had 89 wooded sites on beautiful Lake Superior.  People from all around the country would stay at our campground to enjoy what nature’s beauty had created.  I can tell you from first hand experience that Customer Experience is number 1 in an industry like this.  People visiting you are on vacation and are getting away for a weekend/week/or longer to relax.  It’s less than relaxing to go through a bad experience while on vacation and if that happens you’re more than likely not going to visit that place again.  I remember a big change for us at the time was going from a paper based tracking system to a computer based reservation system (yes this was a long time ago 😉).

During that first season using the computer system, there were delays getting people checked in, longer wait times on the phone to make a reservation, etc…etc…  Computers are supposed to be better, faster, easier, but this system was not.  It was not easy, and not quick.  There were too many fields to fill out, too many screens to go through, and you couldn’t complete a reservation and save it until you went through ALL of them.  It routinely took 10 minutes or more to make 1 reservation which was not sustainable for us or the customer.  The employee experience for me and my family was not good, and therefore the customer experience suffered because of it.

 

You may ask why I bothered telling you this story?  One of the answers is that it’s very relevant to what is a very hot topic right now in the software world.  “EX creates great CX!”  The deeper answer is that a great Employee Experience with software is something I’ve been trying to create, promote, and help since I got into the working world.  It’s something that has driven me to be UX focused, ease of use focused, and simplistic in my views of how enterprise apps can and should operate.  From a family owned business, to the largest corporation, employees should be valued and given the best possible tools to complete their jobs in the easiest and most effective way possible!

Mindset has provided me a place over the years to do exactly all of this and I’m writing this during Mindset’s 10th anniversary week, which has made me reflect on what got me here in the first place.

But how does EX actually improve CX in SAP?

Imagine this scenario.  You are a customer calling a 1-800 customer service number. The customer service agent on the other end is using SAP as a system to help answer questions about an order you placed.  The CSR then has to ask you a lot of upfront questions to identify you, the company you work for, the order that is in question, and the material or part that you have a question about.  Each one of those steps takes time and has the possibility of frustrating you as the end customer asking for a quick verification of a price on a part you ordered.  As a customer, what you don’t see is the CSR needing every bit of the information they ask you for to navigate screen after screen in SAPGUI and/or a standard SAP Fiori App to get to the part you ordered to be able to quote you the price.  It’s takes time to get there, and there are a lot of upfront steps to be able to answer your question.  Not exactly an amazing conversation flow.

Let’s imagine that scenario differently with technology available today at our fingertips.  What if SAP could listen to the conversation to provide real-time answers?  This would allow the conversation from the CSR to flow a lot easier to the customer.  The demo video below does exactly this.  The amazing Paul Modderman created this demo to showcase just how easy it is to re-imagine customer engagement from a customer service rep’s perspective.  I think it’s an amazing demo to show people who struggle with the “Why” behind UX & EX translating to improved CX!

 

If you’d like to see a live demo, talk about our innovations, or want to chat about camping in remote places reach out to me at jonathanbragg@mindsetconsulting.com

Cheers!

Jonathan Bragg

Jonathan Bragg

Jonathan Bragg brings more than 12 years of experience in SAP technology, having transitioned from SAP NetWeaver BW to SAP NetWeaver Portal to SAP Fiori. As someone who has seen the SAP UX experience evolve from early versions of SAP GUI to web interfaces, he is ideally suited to provide instruction on design thinking methodology as well as SAP Fiori app development. He has a strong background leading design thinking workshops and custom UI development projects. His colleagues and clients have called him “one of the top UI developers in the country,” “a strong thought leader,” and a person who “makes the difference on the success of projects” that he leads. Jonathan is a prolific speaker, presenting at Multiple ASUG events across the country, SAP Insider events, and SAP Sapphire. Jonathan is also a regular contributor to the Mindset Blog where he writes about the importance of design thinking and digital transformation.

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