C768 Task 2

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Western Governors University *

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C768

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Information Systems

Date

Jan 9, 2024

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docx

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The Benefits of Implementing Customer Service Management at Embross Executive Summary It is no secret that here at Embross we are critical of customer service and attention to detail. We strive to ensure that our priority is focused on best practices and prevent negligence. With the acquisition of Customer Service Management (CSM), our research suggests that its impact will directly affect our business in the most efficient way by providing our Support team with useful resources and tools to manage customer requests and incidents properly. This summary includes a brief description of CSM and the benefits of CSM as a tool for not only the Support team, but the company. What is Customer Service Management? According to Gartner, our well-known and highly respected partner, and their sources, the Customer Service Management product offered by ServiceNow has an 80% recommendation rating over competitors (Gartner, Inc., n.d.). Highlights of its product features include but aren’t limited to:  Powerful dashboards offering the capability to streamline operations across channels with advanced collaboration methods  Artificial intelligence and multiple tools that perfects processes and enable initiative-taking customer service practices  Performance analytics and issue management These advanced customer service tools and resources will be perfect for aiding us in achieving our support goals, clearly defining roles, and having visibility within Embross. Benefits of CSM When handling customers alongside daily operations, we expect the following benefits:  Improved interactions and communication with problem resolutions and escalations  Increased productivity and automatic task-routing with less human error  Conducive accountability measures When teams, not limited to Support, meet disorganization and lack of technical resources, CSM will not only improve organization but empower teams to deliver seamless service by streamlining operations across the front, middle, and back office (ServiceNow, 2022). Our research advocates for the acquisition and deployment of the CSM product at Embross. Its advanced capabilities make it a valuable and needed addition to the technical requirements needed to embolden interactions.

A1. Executive Summary Diction & Tone The diction of the executive summary is fitted to be accessible to senior leaders in the organization who are familiar with the priority of improving our Support team and minimizing internal processes (such as lack of workflows). My word choice was also straightforward and structured with bullet points to make the attributes and benefits easily recognized. The tone expressed by the summary is that of importance to ensure that the attainment of Customer Service Management is prioritized promptly within the FY procurement cycle. The need to give efficient customer service and meet Service Level Agreements (SLA’s) has greatly impacted sales and production at Embross. A2. Executive Summary Jargon The executive summary is addressed to the senior leadership that is working to drive the company’s mission and prevent fines and penalties from deficient performance. Therefore, the executive summary incorporates the company-specific jargon of "streamlining", "initiative-taking", and "improved interactions" as key terms used to introduce changes. When defining the monitoring benefit of being able to see team performance, I did not use the word “monitor” as it is a sensitive term in work climates. Instead, I used the phrase “performance analytics and issue management” as it is a more general, yet relevant, way to describe a monitoring tool. A3. Executive Summary Message Timing, Sensitivity & Classification The executive summary would best be delivered on a Monday morning 8:00EST ( message timing ). Monday is the day when everyone is working and prioritizing for the weeks ahead. With senior management being spread across the continent, a message delivered at 8:00am in their stationed time zone (EST) would be ideal for ensuring the message is read with the opportunity for discussion. The executive summary is tailored to the privacy of senior leaders and senior managers at Embross. Due to the message sensitivity , the information contained in the summary emphasized the general and customized benefits. In addition, the message classification of this message is internal, and is not designed to be distributed nor understood outside of Embross space. Outside audiences may not comprehend employee and customer interactions referred to here.

Press Release Headline: Let’s Optimize with CSM! Location: Richmond Hill, Ontario, Canada at Embross Headquarters Lead-in: Are you interested in exploring a tool that connects you to the organization while facilitating frictionless customer service? Join us and our efforts to deliver the features and benefits of adding Customer Service Management to your daily operations. Body: The highly recommended empowering tool, CSM, has numerous valuable features conducive to your support team’s everyday tasks here at Embross. These features include but are not limited to:  Powerful dashboards offering the capability to streamline operations across channels with advanced collaboration methods  Artificial intelligence and multiple tools that perfects processes and enable initiative-taking customer service practices  Performance analytics and issue management These features enable its users with the ability to work conducive when things seem to be in array. You will not only be able to work with minimal interruptions, but you will be inclined to put forth effort with efficiency. Teams who adopt this best-practice software will be more than equipped to stay organized and productive. As we continue to be compliant, we ask that you continue contributing to the Embross innovative mission. We ask that all managers and leads send an email to our Acquisition Specialist if there is a need for privileged or elevated access. There will be a link to the customer-friendly portal made available 30 days prior to deployment. Contact Information: Kanan Carter, Acquisition Transition Specialist ITAcquisitions@Embross.com 1-770-843-9849

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