Major project report on Tata Motors and its marketing strategies
Dgi 6 29 webcast draft slides final_v2
1. Delivering Great Customer ServiceExperiences in a Secure Government Cloud *Kevin Paschuck, Vice President, Public Sector, RightNow Technologies *JohnnaStrahle, Manager, Correspondence, Navy Federal Credit Union *Gilbert Guillen, Communications Team Lead, Office of Electronic Services, Social Security Administration
62. “The cloud will do for government what the Internet did in the '90s…Rather than owning the infrastructure, we can save millions.” - VivekKundra, CIO
63. 5 Pillars of IT Transformation Citizen Engagement Cost Reduction Secure Computing Innovation Transparency
64. Characteristics Benefits On Demand Service Shared IT Resources Dynamic Scalability Device Independence Subscription Service Innovation Lower Cost / Greener Running Instantly Deploy on any Client Pay for Actual Usage
81. About Navy Federal Not for Profit Financial Institution Over 3 million members $40 Billion in Assets 200 Offices around the world
82. Challenge: 24/7 Global Support 24/7/365 service since 1970’s Added secure e-mail in 1998 Social media in 2009 mBanking in 2010
83. Results In 2009: 97,484 found answers using “Search” feature 355,088 secure e-mails 33%, or 83,701, auto-answered 42%, or 73,184, auto routed 56% completed in 24 hrs Reviewing ~ 2,000 social media posts per month
84. Next Steps Adding internal work requests more complete picture of a member’s interactions and work in progress Combined reporting on WHAT member’s are concerned with across channels Combine with Chat to offer more options to members
96. Future Events Helping Citizens Help Themselves July 28Via the Webhttp://crm.rightnow.com/ci/documents/detail/2/WCCRM-100728-FORM-HelpingCitizensHelpThemselves Join us for a webcast to hear real world examples of how government organizations are leveraging web self service solutions to help drive down the cost of supporting customers, reduce the workload at the contact and service center, and enhance the overall customer experience. RightNow Summit 2010October 12-14, 2010 Colorado Springs, CO- Broadmoor http://www.rightnow.com/summit/
97. Thank You! Kevin Paschuck Vice President, Public Sector kevin.paschuck@rightnow.com Twitter: @kevin_paschuck
Editor's Notes
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Using SaaS (i.e. Software as a Service)· Benefits:§ Access anywhere internet available§ Flexibility for team to update§ Flexibility to reconfigure keywords, searches, aliases, etc
