SERVICE MARKETING

BATCH: 2019-21

SERVICE PROCESS BLUEPRINT

COMPANY: ZOOM VIDEO COMMUNICATIONS

SUBMITTED TO: Dr. Swati Soni SUBMITTED BY: Devansh Luhadia

(PGSM 1913)

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 COMPANY BACKGROUND

Zoom was established by Eric Yuan, a previous corporate VP for Cisco WebEx.
He left The Company Cisco in April 2011 using 40 specialists to begin a new
organization, primarily named Saasbee, Inc. The organization experienced
difficulty discovering financial specialists on the grounds that numerous
individuals believed that the videotelephony market was at that point soaked.
In June 2011, organization collected $3 million of seed cash from WebEx
originator Subrah Iyar, previous Cisco SVP and Counsel Dan Scheinman, and
financial speculators Matt Ocko, TSVC, and Bill Tai. May 2012, the organization
changes its name to Zoom, affected by Thacher Hurd's kids' book Zoom City. In
September 2012, Zoom introduces a version beta form that could have
meetings with up to 15 members.

In November 2012, the organization marked Stanford University as its first

client. The administration was introduced in January 2013 after the
organization raised a $6 million. A round from Qualcomm Ventures, Yahoo!
author Jerry Yang, WebEx organizer Subrah Iyar, and previous Cisco SVP and
General Counsel Dan Scheinman. Zoom introduce rendition 1.0 of the program
permitting the most extreme number of members per gathering to be 25.
Before the finish of its first month, Zoom had 400,000 clients and by May 2013
it had reached 1 million clients. Before the finish of February 2020, Zoom
reported that the organization had included 2.2 million clients, while it
included 1.99 million clients in 2019, because of the COVID-19 pandemic.
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 INTRODUCTION TO THE CONCEPT OF SERVICE BLUEPRINT

A service blueprint is a chart that envisions the connections between various

assistance parts — persons, props (physical or computerized proof), and cycles
— that are straightforwardly attached to touchpoints in a particular customer
journey.

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SERVICE BLUEPRINT OF ZOOM

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 CRITICAL SERVICE ENCOUNTERS/TOUCH POINTS

Basically it is a point where customer interacts directly with firm by availing the
services which is provided by them. It is the point where firm looses its
customer or gain.

 We can set the virtual background at zoom like we can set the image in
the background at the time of zoom meeting through that they can
directly connect to customer.
 Zoom can connect directly to customer by adding a calender in a zoom
application for setting up the recurring meetings so that would be easy
for the customer also.
 For the purpose of security reasons zoom has the feature that is “waiting
room” if I’m the host I can allow which participant has to enter into the
room.
 Zoom application has the share screen feature that allow customer to
share his screen at the time of meeting to show up something like video,
image etc. so the customer can directly show to all the participants.
 There is personal meeting room in which there is every individual has
the personal meeting id that has the zoom account by that you can start
the meeting any time with people who you meet regularly by personal
id.
 There is direct touch point of zoom to customer that is touch up my
appearance that is to focus on your screen by turning you into more
professional look.

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 FAIL POINTS OF ZOOM

 It does not support end to end encryption in the zoom so there might be
chance of data leak, so that loses its customer.
 In the zoom platform there are issue with the connectivity for joining the
meeting that is fail point of zoom.
 It can fail by causing at the hour of communication, for example, voice
stammering or issues with video.
 It can fail because of substantial web utilization at the hour of
discussion.
 It can be because of web traffic as most of individuals is utilizing this
zoom platform.
 It can be brought about by clients who don't comprehend the cycle and
don't have a clue what they ought to do.
 It can be fail in the event that the customer gets together with cell
phone, at that point at some point mic turns on without consent which
causes a few breaks in the zoom meeting.

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 STRATEGIES TO PLUG PROBABLE FAIL POINTS

 Data encryption can be done on the zoom to avoid such unavoidable

instances, so that surety can be increase in mind to customers.
 Organization can build up an interface for example, 'zoom light' where
customer can get together with video on with low web utilization.
 Software can be created which can guarantee the voice solidness and
video steadiness.
 Software which guarantees that undesirable interferences doesn't
happen without authorization.
 Company can build up an interface where web steadiness is guaranteed.

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STRATEGIES TO IMPROVE THE CUSTOMER EXPERIENCE THROUGH
TECHNOLOGY

 At the time of installing the zoom application it can give the quick tour to
understand how to use the appliction.
 We can secure the zoom meetings by creating end to end encryption
that will lead to better customer experience.
 If customer is having slow internet connection zoom can create the
lighter version for such users.
 It can also create the better customer experience by making the zoom
user friendly for the users.
 The cost of paid version of zoom app can be cut down to increase the
user on the software that will lead to improve customer experience.
 On sharing multiple screens participant are not able to see the shared
screen at the same time, so there should be a provision wherin
participants can see the multiple shared screen at same time.
 It can also create the software to measure the customer experience to
the particular target group to improve the overall experience.
 Customer feedback can automatically merge with the internal data so
that it can turn into feedback.