Event Service Providers
A service provider does more than deliver a service. It helps customers achieve their goals. Sapluna enables service providers to build their own customer service operating model. The model combines information, collaboration, decision-making, service delivery and continuous improvement into a single workflow that helps identify and fulfill the customer's real needs throughout the project lifecycle.
Event Service Providers
Event service providers · customer operating model
Result
The service provider is able to serve customers more effectively through its own operating model. All stakeholders share the same situational picture, decisions are based on information and the service provider's expertise becomes a visible part of project success. Additional orders, changes and new services can be integrated directly into the project, where delivery starts automatically. The result is a better customer experience, more efficient service delivery and stronger customer relationships.
The Challenge
The success of a service provider depends on how well it understands the customer's actual needs.
The challenge is that a customer's order does not always reflect the real requirement.
Customers may:
A key responsibility of a service provider is helping customers find the right solution before delivery begins.
At the same time, collaboration is often spread across:
Information becomes fragmented and stakeholders may have different understandings of:
The result is misunderstandings, extra work and situations where the delivered service does not match the customer's real needs.
The Sapluna Collaboration Path
Information Sources
Project information may come from:
Processing
The customer and service provider build a shared understanding of the project. Information is enriched through:
The goal is not simply to process the customer's order, but to identify what the customer actually needs to achieve the desired outcome.
Information Usage
Information is used in:
The same information serves all stakeholders throughout the project lifecycle.
Example Workflow
The service provider can define what customers can do independently before contacting support or launching a project.
Customers may:
Examples of Sapluna self-service tools include:
AiLi does not rely on generic internet information. Instead, it is trained using the service provider's own curated knowledge base. Service providers can train AiLi using:
As a result, customers receive guidance tailored to the service provider's own methods during both the ordering and delivery phases.
Not everything can be handled through self-service.
Customers and service providers need a shared understanding of the project.
Sapluna provides a shared workspace where they can:
Examples of Sapluna collaboration tools include:
Information remains in one location instead of being scattered across emails, Teams channels and messaging platforms.
Projects continuously require decisions regarding:
Sapluna supports decisions with:
Decisions are based on information rather than memory.
Collaboration does not end when planning ends.
For many services, the most critical phase occurs during delivery.
Examples include:
Sapluna tools used during delivery include:
Project activities are automatically documented as part of the project history.
Customer needs often evolve during the project.
Additional needs may emerge for:
Because the service provider has real-time visibility into the project, these opportunities can be identified naturally through collaboration. Sapluna Shop as Part of Service Delivery Sapluna Shop enables additional orders directly during the project. Customers can:
When an order is placed, the associated service path is automatically connected to the project. As a result:
Customers do not need to launch separate projects or repeat planning activities.
Upselling is based on understanding genuine customer needs rather than aggressive sales tactics.
Results
The challenge
Customer orders do not always reflect actual needs, and collaboration between customers and service providers is often fragmented across multiple communication channels. This makes decision-making, information sharing and service delivery more difficult.
How Sapluna helped
Sapluna combines information sources, collaboration, decision-making and service delivery into a single operating model. Customers can use self-service tools, collaborate online and continue using the same model during live delivery. AiLi utilizes the service provider's curated knowledge base and supports customers according to the service provider's own operating practices. Sapluna Shop allows new orders and supplementary orders to be connected directly to the same project.
The outcome
The service provider is able to serve customers more effectively through its own operating model. All stakeholders share the same situational picture, decisions are based on information and the service provider's expertise becomes a visible part of project success. Additional orders, changes and new services can be integrated directly into the project, where delivery starts automatically. The result is a better customer experience, more efficient service delivery and stronger customer relationships.
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