Paul Kelsey Final December 2024

Summary

This transcript highlights the partnership between the speaker’s company and Bright Pattern to streamline customer service experiences. The focus is on integrating multiple communication channels (phone, web, email) into a unified platform, enhancing service management through automation and self-service. The company emphasizes the success of self-service implementations, with significant improvements in incident and request handling. Looking ahead, the integration with MS Teams and further adoption of chatbots and self-service mechanisms are expected to drive even greater efficiency, creating a truly omnichannel experience for clients.

Takeaways

• 😀 Bright Pattern has been a valuable partner in helping with sales, pre-sales, and implementation processes, working well with their clients from top to bottom.
• 😀 The company's specialty is assisting organizations in implementing service management experiences.
• 😀 They focus on solving customer problems, particularly those dealing with regular phone calls and manual backend processes that need automation.
• 😀 Many of their clients have been relying on traditional communication channels (phone, web, email) for decades, leading to challenges in process improvement.
• 😀 Bright Pattern’s platform allows for consolidating communication channels into one, enhancing backend processes and customer understanding.
• 😀 With the Bright Pattern platform, some implementations have seen up to 40-60% of incidents or requests being handled via self-service mechanisms.
• 😀 There is an expectation for greater adoption of self-service tools, such as chatbots, in the coming years, leading to further improvements in customer interactions.
• 😀 The integration with MS Teams is a major point of excitement, as it allows clients to engage with their customers through more communication channels.
• 😀 The MS Teams integration previously enabled back-office support but now offers an additional front-end communication channel for client interactions.
• 😀 The company is moving towards a more comprehensive omni-channel experience, allowing customers to interact through the platform in the ways that make the most sense for them.

Q & A

What is the primary focus of the company mentioned in the script?

The company specializes in helping organizations implement service management experiences, focusing on automating backend processes and addressing customer problems.

How does the company help its clients with service management?

The company partners with clients to provide solutions across sales, pre-sales, and implementation, helping automate processes and manage customer requests efficiently.

What challenges do many of the company's clients face today?

Many clients are struggling with limited communication channels, often relying on traditional methods like phone, web, and email, and are looking to streamline and modernize their service management processes.

How does Bright Pattern contribute to the company’s service management solutions?

Bright Pattern consolidates communication channels (like phone, web, and email) into one platform, integrating backend processes and enhancing the customer experience through its tools.

What kind of improvements have clients seen with the use of Bright Pattern’s platform?

Some clients have seen a 40 to 60% increase in self-service requests, which helps reduce reliance on manual processes and enhances overall efficiency.

How is the adoption of self-service and automation expected to evolve in the future?

The adoption of self-service and automation is expected to grow significantly as more customers embrace chatbot technology and other self-service tools, improving operational efficiency.

What is the company's view on the integration of Microsoft Teams?

The company is particularly excited about the integration with Microsoft Teams, as it enables clients to engage with customers across more channels and provides a true omnichannel experience.

How has the integration with Microsoft Teams been utilized so far?

The integration with Teams has primarily been used to enable back-office functions, but the company sees it as an opportunity to offer clients another channel for customer engagement.

Why is an omnichannel experience important for clients?

An omnichannel experience is essential because it allows clients to engage with customers on their preferred channels, providing a seamless and efficient communication experience.

What is the overall vision for the future of service management based on the script?

The future of service management looks promising with greater adoption of automation, self-service mechanisms, and omnichannel platforms, leading to more streamlined processes and improved customer engagement.