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Exceed customer expectations

THROUGH BUSINESS SERVICE MANAGEMENT (BSM)

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WHY
Business challenges
what
BSM explained
how
BSM approach
why

Today's business challenges

  • Changing customer demands (faster, cheaper,...)
  • Pressure to reduce costs
  • Pressure for growth and pressure due to growth
  • Changing competitive landscape
  • Change rules & regulations

Digitalization reinforces these challenges

  • Services need to be delivered faster and top quality
  • Customers need to become and remain satisfied
  • => Adapt or exit!

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what

BSM explained

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BSM is the set of management and governance practices around the delivery of business services, with the objective of providing extra added value to customers, in order to meet or even exceed their expectations

BSM is an approach to address your business challenges with the final goal of increasing customer satisfaction. 

With BSM, we take the customer expectations as a starting point and then optimize the service delivery around products and solutions.This approach offers a strategy and an operating model resulting in:

  • Reduced "cost of non-Quality"
  • Business Agility
  • Higher Customer Experience and Net Promotor Score (NPS)
  • Commited Service Levels
  • Service offerings Transparency
  • Controlled Outsourcing

How to exceed customer expectations?

This depends on the Service Strategy of your company

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CUSTOMER INTIMACY

  • Excel in customer service
  • Services tailored to customer needs
  • Large service diversity
  • Close relationship with customer
  • CRM
  • Service Level Management

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OPERATIONAL EXCELLENCE

  • Excel in operations and execution
  • Low price
  • Focus on efficiency
  • Limited services diversity
  • High reliability
  • Supply chain management
  • Lean

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PRODUCT LEADERSHIP

  • Excel in product innovation
  • Focus on desing and development in short timeframe (short time-to-market)
  • Superior market branding
  • High margins
  • Flexible organizations

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How

Our BSM capabilities

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Service Strategy

Define the strategy to deliver the service your 
customer expects

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Service Catalogue

Bring transparancy in your service offering and show what 
extra  added value you can bring to your customers

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Issue & Request Management

Deal with customer issues and requests and treat these 
effectively by resolving the underlying cause

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Committed Service Levels

Stick to your promises via end-to-end SLA's and agree on 
XPI's  to articulate customer satisfaction

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Support Organization

Setup a professional support organization 
(people, process, technology)

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Managing suppliers

Prepare for and transition to outsourcing of non core activities 
and manage the suppliers afterwards

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Staffing BSM roles

Coach internal staff in new BSM roles. If you don't have them, Xedis can staff these roles ad interim for you

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Change Management

Get your people to support the new way of working

The Xedis approach

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Results and references

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New service organization set up
for an energy distribution company including :

  • customer oriented SLA's
  • new service organization
  • BSM roles
  • issue management
  • RFP specifications for outsourcing...

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Future proof strategy
for a Belgian air navigation service provider including:

  • new service strategy
  • business and technical service catalogue
  • improved IT management processes
  • business & ICT Change Advisory Board...

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Better service - less calls
for a large international HR service provider including:

  • set up of scalable support model
  • performant central helpdesk standard service catalogue
  • self-service portal
  • concrete SLA's...

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We are happy to assist you in
exceeding your customer's expectations

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