Driving Outstanding Customer Experience in Shared Services – through Process Excellence

This FREE webinar was recorded on:
Wednesday, October 17, 2012
11:00 AM - 12:00 PM EDT
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Driving Outstanding Customer Experience in Shared Services – through Process Excellence

Improving the customer’s experience is at the front of every Shared Services leader’s mind. Customers increasingly expect to get more than just "consistency" from their SSO. They want "innovation" and "continuous improvement" in the services they receive.

In this webinar, Mike Gammage of TIBCO Software will explain how Nimbus Control provides a service management framework for Shared Services. It enables an SSO to improve collaboration, to get closer to its clients, and to drive continuous improvement.

Key learning points in this webinar:

  • Creating a Services Catalog: How to make it easy for clients to understand the SSO’s offerings
  • Solution Design: Making it easy for clients to engage in the solution design, mapping the components of the services catalog to their specific business requirements
  • On-Boarding: How to reduce transition risk at go-live
  • Service Delivery: How to engage clients to continuously improve end-to-end process performance.

Presenter:

Mike Gammage
Principal Solution Consultant
Nimbus - TIBCO Software Inc

Mike has worked with Nimbus clients, in Europe and North America, and across all industries, since 2003. His focus is on process management as a collaborative framework for excellence in shared services and outsourcing. He has worked with SSOs and Global Business Services organizations as well as outsourcing service providers.  You can follow his blog at Sourcing Shangri-La.