By Matthias Lippert, VP
Customer Services, Basware
for software is fast becoming the norm and that’s certainly the case
at Basware. We operate the largest open commerce network in the
world and growing our cloud revenue is a strategic priority.
Yet with the shift from an on-premise offering to a cloud-based
delivery model comes another trend: customer service takes its spot
centre stage. No longer tied into an annual or other set-term
contract, exceptional levels of customer support become critical to
maintaining and growing pay-as-you-go subscriptions.
challenge we experienced first-hand at Basware, but it also
presented us with the opportunity to re-set and re-think our entire
customer experience approach.
A powerful customer
Our mission is to help our
customers simplify their operations, yet we realised that we had
inadvertently built in unwanted complexity and inflexibility into
our own support operation.
We were using multiple legacy
systems that were difficult to use and provided no single view of
our customer service operation. Our support consultants struggled
with prioritisation of tickets, as well as the usability and
performance of the numerous, disparate tools.
Basware Support failed to achieve its KPI targets, with timely and
professional support scoring particularly low in customer surveys.
Making marked improvements in our customer satisfaction and
resolution time was critical as we moved our offering to the cloud.
Working with ServiceNow, we set out on a transformational
customer service journey, creating what we term our ‘customer
service engine’ — with speed, usability and performance being our
Our expected go-live coincided with the start
of the Race of Le Mans, so we created a themed launch campaign
internally, which gave us a real sense of purpose. We were building
a high performing engine — our own ‘race car’ of sorts. Meeting the
deadline had a very positive impact, making us feel part of a real
Moving into top gear for customer
When I consider the transformation we
have made within our customer support operation, it’s like we have
shifted from a standard, run-around vehicle to a high specification
Today, we have an intuitive platform that has
integrated all users, data and systems and we have seen tangible,
high-performance results across multiple aspects of Basware Support
in just a matter of months.
Because the customer portal is
so easy to use, the amount of emails received by my team has reduced
by 94% — almost completely eliminating manual email processing.
New digital workflows that integrate with our knowledge base
have also resulted in an overall 24% reduction in the total volume
of cases, as customers actively adopt self-service.
Critically, we’ve seen our new approach deliver our key objectives
of speed and performance. Average customer response time has dropped
dramatically from four hours to just 55 minutes and we have cut our
average resolution time from 40 to 28 hours.
results feed into our renewed commitment to serving our customers in
the best way possible, which we call the Basware Support Promise.
Sharing our support SLAs with our customers is key to this
initiative, as we build a transparent, open relationship, and with
service desk customer satisfaction scores shooting up by 11% in a
matter of months, we have a lot to be proud of.
Unlocking employee productivity
are certainly benefiting from our new customer service engine, but
we’ve also seen significant benefits for our own employees.
For my team of support consultants, daily life at work has become
much more productive and rewarding. The digital workflows in our
engine take away manual, repetitive service tasks, freeing up
consultants’ time to focus on second level support or better manage
spikes in demand, for example around new software releases.
Support consultants also have complete visibility of every ticket,
giving them the ability to prioritise and make informed decisions on
how to effectively manage customer expectations and SLAs.
Small touches like adding consultants’ profile pictures to the
service portal have also brought our team and our customers closer
together. Their relationship is more transparent and personal, and
that is fostering a sense of trust and loyalty.
we’ve seen a real push from our support team in making our customer
service engine happen. As part of our roll-out, we gave our
consultants access to the ServiceNow platform two months ahead of
the planned schedule since there was such a desire to get involved
as soon as possible. We witnessed a real bottom-up, employee-driven
movement to make our project happen.
On the road
The early success of the new
customer service engine has paved the way for further projects,
including the introduction of 24/5 customer chat and the integration
of time-critical incidents into our support manager dashboard.
The flexibility and agility of the ServiceNow platform is
pushing us to look beyond support to other areas of the customer
experience, helping us realise our vision of creating customer value