FuturMaster BLOOM
L'Oréal
End user support
One of the goal of the project is to provide best-in-class support
Current challenge: Key objectives:
• How to capture and • Respond customer
response all the enquiries within 24
requests from End hours (98% target)
Users in a timely and • Resolve IT technical
effective matter issues in a timely
• How to guarantee SLA manner
and target of 98% • Maintain detailed
• How to resolve issues records of technical
with IT Team (internal support interactions
or FM Team) and and customer
guarantee our own satisfaction
SLA • Enrich knowledge base
• Which solution we will for future chat bot
use to guarantee enrichment, create
registration of tickets, categorized KM
its control and rating database for easy
etc navigation
To guarantee effective collaboration, we need to have incident management processes and solution,
including ticket creation, escalation, and resolution management.
By meeting the following requirements, a ticketing system can help organizations deliver efficient customer
support, improve issue resolution times, and enhance overall customer satisfaction
• Ticket Creation • Communication and • Knowledge base • Customization and
• Ticket Assignment collaboration • Reporting and Integration
and Workflow • Self-Service Portal Analytics • Security and Privacy
• Ticket Tracking and • Simplicity • Mobile Accessibility
Status Updates • MS Teams integration
• Ticket Prioritization • L'Oréal compliancy
To guarantee effective collaboration, we need to have incident management processes and solution,
including ticket creation, escalation, and resolution management.
• Has ticketing system, including fe • Microsoft teams can be used as t • Great workflow solution
edback surveys, knowledge base icket solution and it Microsoft en • Already used by L'Oréal
and customer portal vironment • Existing integration with MS
• External solution • $10/agent/month billed yearly teams
• Might not apply to IT (unlimited users) • Clarification is required if can be
requirements and restriction • Might be already used by applicable
• Requires additional investments L’oreal?
• HubSpots integration with teams • Chatbot can be integrated
have very limited functionalities
Use Cases (1)
Use Case 1: Standard User Request : Use Case 2: Urgent User Request Time Stamp:
Timestamp: User requests help during regular business User reports a critical issue outside regular business
hours (9 AM - 5 PM). Internal Rules: hours. Internal Rules:
1. Assign the request to the appropriate support team 1. Implement a 24/7 on-call rotation for critical support
member based on their zone. issues.
2. Acknowledge the user's request within 1 hour of 2. Set a shorter response time for urgent requests (e.g.,
receiving it. 1 hour).
3. Resolve the issue or provide a status update within 3. Escalate the issue immediately to the relevant
24 hours (1st answer commitment) higher-level support if necessary, if IT forward to IT
Use Case 3: User Request with Extreme Time Stamp Use Case 4: Mass Outage or Downtime
Time Stamp: User submits a support ticket on a holiday Time Stamp: A large number of users simultaneously
or weekend/outside working hours. Internal Rules: report a system outage or downtime.
1. Implement limited support during non-business Challenge: Dealing with a sudden surge of support
hours to handle critical issues only or readdress ticket requests and identifying the root cause of the issue..
to other team members Internal Rules:
2. Clearly communicate the expected response time for 1. Implement an automated alert system to detect and
non-urgent requests during off-hours. notify the support team about the outage. Set up a
3. Ensure automated acknowledgment and ticket dedicated team to investigate and resolve the
creation for tracking purposes problem urgently. Keep users informed through
4. Communicate expectation: non working during regular updates via email or a status page
weekends/non-business hours 2. Focal point from IT team +existing procedure and
5. Which public holidays channel with FM support team
Use Cases (2)
Use Case 5: Data Breach or Security Incident: Use Case 6: Language Barrier:
Time Stamp: Users report a potential data breach or Time Stamp: Users submit support requests in
security incident. languages other than the primary language supported
Challenge: Handling sensitive information and ensuring by the support team.
timely and proper communication with affected users. Challenge: Overcoming language barriers to understand
Handling: What is the existing procedure with IT? and address the user's problem effectively.
Expectation of our role and what kind of requests we Handling: Forward to Carlos and Hannah =) Use google
receive (non-relevant categories). Which types of translate and double check
requests we are not tracking
Use Case 7: User in Different Time Zones Use Case 8: High-Profile User:
Time Stamp: Users in different time zones require Time Stamp: A high-profile user seeks support.
support during their local business hours. Challenge: Handling the support request with discretion
Challenge: Providing timely support across various time and addressing their needs promptly to maintain
zones. customer satisfaction. Handling: Assign the request to
Handling: Implement 24/7 support availability with a experienced support agents who can handle high-profile
distributed team covering different time zones. Use an users professionally. Ensure their privacy and data
intelligent ticketing system that can automatically route security are given top priority
requests to available support agents in the appropriate Discuss within team the reply
time zone.
Americas: Indicate official hours of Carlos availability
Use Cases (3)
Use Case 9: No requests from country Use Case 10: Teams goes down for L’oreal/ Us
Challenge: No trust in our trainings Challenge:
Handling: Track statistics+reach country+figure out root Handling: Create mitigation plan
cause Check if we can use our platform during resolution time
Become as smart as possible in FM =)
Use training survey-investigate root causes of bad scores
Use Case 11 Challenging forecast results, FM output, Use Case 12: Compete task for End-User in FM (i.e. do
data cleansing report )
Challenge: Challenge:
Handling: Handling: Accept as exception (you have time, client
relationship)
Action List for End User Support & Creating Optionality
Action List
1. Implement Ticketing System: This tool should prioritize urgent issues and allow collaboration among support team members
2. Knowledge Base: This tool will empower users to resolve straightforward problems independently and reduce the workload on support agents
3. Automation: Utilize automation in the support process where possible, such as auto-responses for acknowledgment, automated status updates,
and categorizing tickets based on keywords.
4. Collaboration Platform: Develop a collaborative platform to enable support agents to communicate and share insights, solutions, and updates
effectively. This could include chat systems, discussion forums, or team collaboration tools
Creating optionality
1. Flexible Support Channels: Stick to MS teams, by default not to give options
2. Multi-Level Support Tiers: We can create different support tiers to handle various complexities of user requests. Basic issues can be handled by
tier-1 support (main responsible), while more intricate problems can be escalated to tier-2 (the rest team). Tier 3 – IT (?)
3. User Training Resources: We are providing users with knowledge management base and in future with chat bot to decrease the dependency on
support for minor issues.
4. Feedback and Continuous Improvement: We have to regularly gather user feedback on the support process and tools. Continuously iterate and
improve based on the feedback to enhance the user experience
5. Community Forums: We can create online community forums where users can help each other by sharing experiences, tips, and solutions. This
not only reduces the support team's workload but also fosters a sense of community among users
6. Feedback Surveys: We ca send out regular feedback surveys to users after their support interactions
7. Way of work: we don’t have option of onsite training
Thank you
Use Cases – YOU BROKE LAPTOP
1. Acknowledge the Incident: As soon as you realize that you have damaged the client's laptop, acknowledge the incident immediately. Do
not try to hide the damage or ignore the issue. Honesty is crucial in building trust with your client.
2. Inform the Client: Contact the client right away and inform them about what happened. Be apologetic and take responsibility for the
damage. Provide a clear and concise explanation of how the accident occurred.
3. Offer a Solution: Present a solution to the client. Depending on the extent of the damage and the laptop's warranty or insurance coverage,
you may offer to repair or replace the laptop. If necessary, involve your company's legal or insurance department to handle the situation
appropriately.
4. Be Transparent About Costs: If you are offering to repair or replace the laptop, be transparent about the associated costs. Provide an
estimated cost for the repair or the replacement device and seek the client's approval before proceeding.
5. Preventative Measures: Explain the measures you will take to prevent similar incidents from happening in the future. This may include
reviewing your workspace setup, implementing safety protocols, or providing additional training to team members.
6. Apologize and Express Regret: Apologize sincerely for the inconvenience caused to the client. Express your regret and assure them that you
will do everything possible to rectify the situation.
7. Document the Incident: Document the incident thoroughly, including the details of how the laptop was damaged, the steps taken to inform
the client, and any agreements made regarding the repair or replacement.
8. Communicate Proactively: Keep the client informed throughout the process of repairing or replacing the laptop. Provide regular updates on
the status of the resolution.
9. Learn from the Experience: Use this incident as a learning opportunity for yourself and your team. Discuss the incident during team
meetings and identify ways to improve your processes and prevent similar accidents in the future.
[Link] Through: Once you have resolved the issue, ensure that you fulfill your promises promptly. Repair or replace the laptop as agreed
with the client and verify that they are satisfied with the resolution.
Remember, mistakes can happen, but how you handle them speaks volumes about your professionalism and integrity. Being honest,
transparent, and proactive in resolving the situation will help maintain a positive relationship with your client and demonstrate your
commitment to providing excellent service.
By using a chat bot, FAQs will be properly documented & analyzed, enhancing dialogues between users &
the Visagio team, improving FM training (materials) & providing an optimized chat bot for the long run
Chat bot objectives & principles Chat bot setup and continuous improvement
1. Consistently document & analyze
questions from FM users
2. Use chat bot analytics to improve Use chat with bot to Use a user request monitoring
FM training (material) & FAQ teach the answers log
document
3. Drive consistency in queries EDUCATION SETUP CONNECTION MONITORING
handling among Visagio team
4. Ideal frontend FM user
experience is highest priority
5. Chat bot used & improved by Upload initial FAQ in
Edit questions and
Set up feedback to identify Connect the bot to Assign real user
answers to resemble
Visagio team only before Q1 25 CSV format a dialogue gaps in FAQs the Teams channel1 queries to document
6. Pilot & deploy fully optimized chat
bot for FM users by Q1 25
Improve chat bot content
Deploy chat bot
Only Visagio team uses for FM users
& improves chat bot Pilot chat bot
for FM users
Q3 22 Q4 24 Q1 25
Analyze statistics of requests to the Determine the most Prepare different variations of Embed content from FM user Prepare answers,
Optionality: even without Chat Bot Visagio team would frequent queries query wording manuals & training materials supplementing the database
support service/ chat bot
document & analyze all interactions with FM users, creating with add. requests and their
all inputs for a FAQ & possible later chat bot deployment variations
1) Only in Pilot in Q4 2024
The Visagio team properly documents program knowledge to enhance FM training (materials), support
of FM users & ensure a smooth handover by April 2025
Knowledge Management pillars
Training materials Project reports Community insights Chatbot inputs
• Training materials • Quarterly, bi-monthly, • Change agents’ network • Documentation of queries
• Video tutorials monthly, weekly reports observations from FM users
• Virtual community of FM • FAQ document, also in
users’ insights optimized cvs for
potential feeding of chat
bot
PPTs, video files in SAP PPTs, PDFs, xls, cvs in SharePoint
SuccessFactors
The chatbot does not replace the human
Drives continuity of consistent, world-class FM use & interaction but assist and/or simulate human
conversation to solve FM user queries using
facilitates smooth handover from Visagio team by April 2025
Artificial Intelligence to communicate to FM
users. They can handle routine queries
efficiently, assist humans to respond to
queries and escalate selected issues to
specific people if the need arises.
Restrictions and requirements of recommended IT Tool
Requirements
• GDPR Compliancy
• IT Security Compliancy
• Architecture review
• User friendliness and mobile/laptop/tablet compliancy
Elements of compliancy:
• Approval of standard data privacy appendix of L'ORÉAL
• Answer to IT security questionnaire
• Provide its own IT security policy
• Provide description of all processing of personal data
• Explain your process & recommendation regarding the right to be forgotten and the automatic
destruction of data
• Provide a pen-test up to date (also named vulnerability scan)
Key requirements for a ticketing solution
1. Ticket Creation: Users should be able to create tickets easily, providing essential information about their inquiries or issues. This may include a
subject, description, category, priority level, and relevant attachments.
2. Ticket Assignment and Workflow: The system should allow administrators or agents to assign tickets to appropriate teams or individuals based
on their expertise or workload. It should support a workflow that ensures tickets are addressed in a timely and efficient manner.
3. Ticket Tracking and Status Updates: The system should provide real-time updates on the status of tickets, allowing users to see where their
issues stand in the resolution process. Agents should have the ability to update the ticket status as they work on the request.
4. Ticket Prioritization: The ability to assign priority levels to tickets helps in determining which issues need immediate attention and which ones
can wait.
5. Communication and Collaboration: The ticketing system should facilitate seamless communication between customers and support agents. It
may include features like email integration, notifications, and internal notes for agents to collaborate on resolving issues.
6. Knowledge Base: A knowledge base is a repository of frequently asked questions and solutions that customers can access before submitting a
ticket. This helps in reducing repetitive inquiries and speeds up issue resolution.
7. Self-Service Portal: A user-friendly self-service portal allows customers to search for solutions to their problems independently and submit tickets
if they cannot find a resolution.
8. Reporting and Analytics: The ticketing system should have reporting and analytics capabilities to track various metrics, such as ticket volume,
response times, resolution rates, and customer satisfaction. These insights help in identifying areas for improvement.
9. Customization and Integration: The system should be customizable to fit the organization's specific needs and branding. Additionally, integration
with other systems, such as CRM software or communication tools, can enhance productivity.
[Link] and Privacy: As ticketing systems deal with sensitive customer information, robust security measures should be in place to protect data
from unauthorized access and breaches
[Link] Accessibility: With the increasing use of mobile devices, having a ticketing system accessible through mobile apps or responsive web
interfaces can improve accessibility for both customers and agents
[Link] and Performance: The system should be capable of handling a growing volume of tickets and users without compromising
performance
