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Customer Opportunity Pain score for Autonomic Service Provisioning Disclosure Number: IPCOM000242017D
Publication Date: 2015-Jun-15
Document File: 6 page(s) / 754K

Publishing Venue

The Prior Art Database


A method for provisioning autonomic servicing based on customer pain score is disclosed.

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Customer Opportunity Pain score for Autonomic Service Provisioning

Disclosed is a method for provisioning autonomic servicing based on customer pain score.

Customer dissatisfaction over customer service can result in lost revenue. Often, it is not clear to the support person or the support organization the sensitivity level of the client and also the importance to the client due to pending sales. The disclosed method helps the support organization understand the sensitivity level of the client as well as importance to the client to respond appropriately to a problem.

Customer support organizations typically handle each issue reported by a customer in isolation without taking in to account the agglomerative effect of problems encountered by the customer. The issue is exacerbated in business-to-business situations where the customer is another business reporting numerous problems via numerous representatives. Further, customer support organizations of large companies themselves typically have multiple support organizations handling customer issues with different lines of businesses (LOBs) and fail to take a holistic view of customer.

The monetary value of the customer reporting the problems - both past revenue from the customer as well as future revenue are critical factors that need to be considered by the customer support organization to provide higher level of service. The disclosed method automatically adjust the service levels provided to customers based on the agglomerative pain level experienced by the customer combined with the monetary value of the customer. The method enables service organizations to improve customer satisfaction and protect revenue opportunities.

The method utilizes a modified Recency, Frequency and Monetary value (RFM) algorithm to create a single customer opportunity pain score (COP). COP score is made up of two components - pain and opportunity. Pain score is calculated using recency of problems and frequency of problems using a multi-dimensional approach to model the pain inflicted by a problem. Customer satisfaction survey results are also utilized to adjust the pain profile. Opportunity score is based on past revenue from the customer coupled with future revenue opportunities that are in the pipeline.

Companies have multiple layers of support as well as different support options ranging from a single generalist to teams of experts along with executive focus. The customer pain opportunity score can be used to provision differentiated service. A cutoff level for

opportunity score is determined to offer the differentiated service to customers who have either purchased significant amount of goods and services or are likely to purchase. Pain threshold for each customer is established using the historical pain scores. If the pain score is above the threshold then the customer is provided with a higher than normal service level.

Figure 1 illustrates the components that could be used in an embodiment of th...