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Microsoft Dynamics CRM - Servicio al cliente: Servicios financieros - IMIX
El documento presenta estrategias para mejorar la satisfacción del cliente en instituciones financieras, enfocándose en la personalización de la experiencia y la integración de canales. Se destacan desafíos como la atracción y retención de clientes, la necesidad de una mejor experiencia de servicio y el uso efectivo de tecnología. Además, se subraya la importancia de la transparencia y la simplificación de procesos en un entorno cada vez más digital y competitivo.
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Microsoft Dynamics CRM - Servicio al cliente: Servicios financieros - IMIX
- 1. Estrategias para mejorarla satisfacción del cliente de productos financieros Imix Consulting Junio 2016
- 2. Dynamics CRM –Instituciones financieras Condiciones del mercado Entrada de actores internacionales Nuevos actores no bancarios (Fintech) Sistemas de pagos Pasarelas Tarjetas de crédito Préstamos de nicho Giros & Remesas Reducción de brechas a nivel de producto Bancarización Revolución digital / Bancos totalmente digitales Bajos costos de infraestructura tasas y precios Repensar el banco se vuelve una necesidad
- 3. Dynamics CRM –Instituciones financieras Restricciones y condiciones • Complejidad natural • Jerarquías • Flujo de procesos con intervención de múltiples áreas • Información incompleta o poco clara • Diversos sistemas • Múltiples tecnologías
- 4. Dynamics CRM –Instituciones financieras Desafíos • Atraer y retener clientes • Conocimiento del cliente – Personalización de la experiencia. – Entender sus motivaciones, necesidades y deseos – Evolución del cliente – Segmentación • Empoderar al cliente de sus finanzas • Soluciones mas allá que oferta de productos (push) • Interacciones fluidas (sucursal, contact center, digital) • Movimiento hacia canales mas económicos – Balance canales automatizados e interacción personal
- 5. Dynamics CRM –Instituciones financieras Estrategias • Tercera razón para el cambio de banco después de tasas/cobros y ubicación • Eliminación de brechas o ficciones en los procesos • Reducción de la intervención manual innecesaria en los procesos • Integración corporativa • Personalización de productos • Transparencia en tarifas y costos El único factor bajo el control de la entidad es el servicio o experiencia del cliente
- 6. Dynamics CRM –Instituciones financieras Panorama del servicio al cliente • Los clientes de bajos ingresos prefieren los canales mas costosos. • Fomentar transferencia de canales • La duración promedio de llamada es muy alta. • Identificación y enrutamiento óptimo previo • Dificultad de acceso al historial • Flujo ineficiente de información • Costos elevados de transacciones • Trabajo off-line • Desacoplamiento y falta de integración
- 7. Dynamics CRM –Instituciones financieras Barreras en el servicio • Operación en Silos • Canales mas económicos con experiencia inferior para el cliente • Automatizaciones vistas como un ahorro para el banco y no un beneficio para el cliente • Fricciones en el procesos – Autenticación en IVR no integrado con transferencia a agente – Múltiples validaciones a lo largo del proceso – Historial no disponible a los agentes • Experiencia afectada por consideraciones adicionales (e.g. seguridad, cumplimiento) • Disminución de contacto personal – Cross-sell – Up-sell – Decisión previa a la oportunidad presencial
- 8. Dynamics CRM –Instituciones financieras Diseño de experiencia de usuario | CX • Entender las necesidades del cliente: Lealtad y concentración de wallet. – Transparencia – Diseño de capacidades centradas en el cliente – Enfoque en resultados del cliente. (Apostamos por usted) Asesoría – Ecosistema de beneficio mutuo • Integración de canales – Opciones de autoservicio • Profiling & Segmentación: “One size fits all”? – Segmentación – Ofertas x segmento – Priorización en la atención • Personalización – Preferencias en la comunicación – Marketing in-bound personalizado • Soporte y compromiso proactivo • Workflow sin fricciones
- 9. Dynamics CRM –Instituciones financieras Expectativas del cliente Mas simple y claro • Transparencia de cargos y simplicidad de ofertas y comunicación Ayudar a los clientes a tomar las decisiones financieras correctas en un ambiente complejo • Mas y mejor asesoría • Personalización de la experiencia • Perspectiva holística, no por silos o producto • Contact center como canal de asesoría • Mayor uso de datos y canales digitales • Contenido dinámico Trabajar con los clientes en sus problemas • Experiencia de solución de problemas enriquecida • Notificar, solucionar y escalar
- 10. Dynamics CRM –Instituciones financieras Multi-canalidad Agent ExperiencePhone Email Chat Social Community MessagingWeb Video Internet of Things Cobrowse • Innovación digital se convierte en un elemento crítico para atender y anticipar las necesidades del cliente
- 11.
- 12. La última mejorexperiencia que se haya tenido se convierte en la mínima experiencia que se espera en el futuro
- 13. Dynamics CRM –Instituciones financieras Multi-canalidad
- 14. Dynamics CRM –Instituciones financieras Asesoría
- 15. Dynamics CRM –Instituciones financieras Unidad de servicio • Diseño de procesos a partir de necesidades del cliente • Usar la tecnología que los clientes esperan • Selección de tecnología – Flexibilidad – Adaptabilidad – Eficiencia – Estandarización – Integración
- 16. Dynamics CRM –Instituciones financieras De los clientes utilizan el mòvil o acceso web para encontrar respuestas 84% 12% Resolución en la primera llamada 27% Rotación anual promedio de agentes 73% Dicen que la valoración de su tiempo es el elemento mas importante en un buen servicio Cada interacción importa
- 17. Dynamics CRM –Instituciones financieras Bajo esfuerzoAlto esfuerzo Desea seguir siendo cliente1 El esfuerzo como impulsor de la lealtad El11% considera La facilidad de uso de los diferentes canales como el elemento mas importante de la interacción de servicio
- 18. Dynamics CRM –Instituciones financieras Mantenerse ágil Ganar lealtad Empoderar a los agentes Qué es lo mas importante para los líderes
- 19. Dynamics CRM –Instituciones financieras Ganar Lealtad 97% de los consumidores están de acuerdo que el servicio al cliente es muy importante en la elección o lealtad a una marca Ganar Lealtad
- 20. Dynamics CRM –Instituciones financieras Servicio al cliente - Lealtad Ganar Lealtad
- 21. Dynamics CRM –Instituciones financieras Empoderamiento de los agentes Empoderar a los agentes Solamente el 4% de las instituciones de servicio puede resolver una solicitud usando una sola aplicación.
- 22. Dynamics CRM –Instituciones financieras Mantenerse ágil Mantenerse ágil Para el 2020 habrá mas de 25 “billones” de dispositivos conectados.
- 23. Dynamics CRM –Instituciones financieras Servicio | Microsoft Dynamics CRM
- 24. Dynamics CRM –Instituciones financieras Omni-canal
- 25. Dynamics CRM –Instituciones financieras Portal de auto-servicio
- 26. Dynamics CRM –Instituciones financieras Habilitación de Agentes
- 27. Dynamics CRM –Instituciones financieras Servicio en sitio
- 28. Dynamics CRM –Instituciones financieras Conocimiento
- 29. Dynamics CRM –Instituciones financieras Inteligencia del servicio
- 30. Dynamics CRM –Instituciones financieras BI & Analytics • Descubrir problemas • Entender comportamiento • Identificar oportunidades • Desempeño y efectividad por canal • Transferencia a canales mas económicos • Reducción de tiempo de llamada • Aumento de productividad • Picos y valles en atención
- 31. Dynamics CRM –Instituciones financieras Diversidad de segmentos
- 32. Dynamics CRM –Instituciones financieras KPI • #Contactos • #Productos por cliente • Satisfacción del cliente • Tiempo por transacción • Tiempo de procesos (aprobación crédito) • Tasa de retención • Valor del cliente (Valor financiero – costo de adquisición y retención) • Abandono (%Aplicaciones incompletas) • Quick Kill • Solicitudes resueltas en una llamada
- 33. Dynamics CRM –Instituciones financieras Machine Learning • Recomendación de productos a los clientes • Sugerencia de artículos de la base de conocimiento para la atención de casos • Next Best Actions • Identificación de condiciones de abandono
- 34. Dynamics CRM –Instituciones financieras Integración de información • Un solo punto de interacción para la atención al cliente • Múltiples sistemas, múltiples accesos, múltiples medios • Integración de información hacia CRM • Integración presentación iframe https://internal.cl.co/estadoCuenta?cliente=12345&usuario=rgomez Cliente 12345 Web Page ESB
- 35. Dynamics CRM –Instituciones financieras Integración de información
- 36. Dynamics CRM –Instituciones financieras Canales emergentes
- 37. Dynamics CRM –Instituciones financieras Messenger Bots
- 38. Dynamics CRM –Instituciones financieras Ejemplo Bot KLM
- 39. Dynamics CRM –Instituciones financieras Microsoft Dynamics CRM | Servicio Omni-canalidad Auto-servicio Habilitación de agente Servicio en campo Base de conocimiento Inteligencia de servicio Experiencia del agente Teléfono Email Chat Social Comunidad MensajeríaWeb Video Internet of Things Co-browse Gestión de casos Procesos de Negocio Voz del Cliente (VOC) Service Intelligence Movilidad Gestión del conocimiento Servicio en sitio
- 40. Dynamics CRM –Instituciones financieras Flujo de proceso deseado
- 41. Dynamics CRM –Instituciones financieras Unified Service Desk
- 42. Dynamics CRM –Instituciones financieras Unified Service Desk
- 43. Dynamics CRM –Instituciones financieras Unified Service Desk
- 44. Dynamics CRM –Instituciones financieras Unified Service Desk
- 45. Dynamics CRM –Instituciones financieras Unified Service Desk
- 46. Dynamics CRM –Instituciones financieras Unified Service Desk
- 47. Dynamics CRM –Instituciones financieras Unified Service Desk
- 48. Dynamics CRM –Instituciones financieras Dashboards
- 49. Dynamics CRM –Instituciones financieras Social Engagement
- 50. Dynamics CRM –Instituciones financieras “En la medición de satisfacción para el año 2014 la variable de atención a PQR no estuvo bien calificada.” “La herramienta que teníamos estaba obsoleta, tenía poca flexibilidad y se construyo para un N° limitados de usuarios. Los flujos definidos no están acondicionados a las necesidades actuales del proceso”. Casos de referencia
- 51. Dynamics CRM –Instituciones financieras CRM Dynamics Inbenta Right Now Case manager Experiencia de implementación Fácil integración con otras herramientas. (Infoturnos, Genesis, Fenix y Softphone, Filenet P8, MDM). Se ajusto fácilmente a las necesidades del negocio. Trabajamos con metodologías agiles de implementación. (Scrum) Entrega a la operación en promedio cada 2.5 meses, En total 5 entregas a operación. Casos de referencia
- 52. Dynamics CRM –Instituciones financieras Casos de referencia
- 53. Dynamics CRM –Instituciones financieras • 2.000 empleados • Mantener y aumentar participación de mercado de servicios financieros en Chile • Aumento de productividad de Ejecutivos de Ventas en Terreno • Mejorar experiencia de Cliente • Incorporar la Omnicanalidad • Optimización de Rutas Beneficios concretos obtenidos de la implementación Razones para recomendar CRM Dynamics • Fácil adopción de los usuarios • Se puede ir implementando de a pasos • Flexibilidad para personalizar la solución tecnológica a la forma en la que trabaja la organización. • Fácil integración con otros sistemas. • El desarrollo de funciones e implementaciones es simple y rápido, muchas funcionalidades, reportes, paneles pueden ser desarrollados por los mismos usuarios de negocio. • Facilita la colaboración y gestiones del equipo. • Estimación de aumento de productividad del canal en 20% • Aumento en actualizaciones de datos • Comunicación directa con cada ejecutivo • Mejora en gestión de campañas y relacionamiento con clientes. Casos de referencia
- 54. Dynamics CRM –Instituciones financieras Prospección Planificación Vista 360° Georreferenciación Casos de referencia
- 55. Dynamics CRM –Instituciones financieras 55 B×+ entidad financiera con diferentes líneas de negocio… … cada una de ellas con sus propios sistemas, bases de datos y procesos comerciales Banca Empresarial Banca Particulares Casa de Bolsa Arrendadora Cambios Agronegocios DWH DWH DWH DWH DWH DWH VePorMas – México Casos de referencia
- 56. Dynamics CRM –Instituciones financieras 56 A finales de 2014 arrancó plan de crecimiento que evoluciona el negocio para centrarlo en el cliente En este contexto surge la necesidad de contar con una herramienta de gestión comercial que integre las diferentes líneas de negocio y aporte una visión única de cliente Segmento Negocios Segmento Particulares Casa de Bolsa Cambios DYNAMICS CRM CLIENTE VePorMas – México Casos de referencia
- 57. Dynamics CRM –Instituciones financieras 57 Resultados del proyecto: Hacer los prospectos de la organización y no de las personas Mejorar la eficacia en la gestión comercial de clientes Facilitar el proceso de gestión de la fuerza de ventas Explotar sinergias entre las diferentes líneas de negocio Sentar las bases de la gestión integral del cliente (proyecto vivo) Recomienda Dynamics CRM por: Fácil integración a los procesos y sistemas Soporte de Microsoft Rápida de adaptar Escalable: evolución de la herramienta como único sistema integrando nuevos procesos Casos de referencia
- 58. Est. 2006en Colombia Solidda Group Proveedor de servicios y soluciones IT Software y Servicios Transaccionales Proveedor Paas Mobile Wallets Acerca de Imix Strategic Partner Acerca de IMIX
- 59. Innovando en ServiciosFinancieros - Billeteras Móviles - Portales & Apps • Pagos Móviles - Canales móviles para servicios financieros de bajo costo - Solución de corresponsalía bancaría • Herramien tas inclusión financiera - Gestión de procesos - Integración plataformas CRM – ERP - BPM • Integració n de Procesos - Gestión de cadenas distribución servicios transaccionales - Contenidos virtuales • Ecosistem as Transaccio nales
- 60. Portafolio de Servicios PagosMóviles • Plataforma como servicio y Program Management CRM – CRM OL • Suministro y consultoría en implementación Servicios • Desarrollo de software y servicios de integración
- 61. Experiencia en ProcesamientoTransaccional Giros Recargas Corresponsalía Bancaria Subsidios Plataforma + 15 MM usuarios + 30M + Trx/mes
- 62. Algunas experiencias transaccionales TOPUPS P2P TRANSFERS
- 63. Corresponsalía Bancaria –Integración
- 64. Contáctenos sandra.rubio@Imix.com.co www.imix.com.co Tel: +71 (5895955) Oficina:Carera 19B # 168- 53
Notas del editor
- #17 There are a couple of important points to consider here. Customer expectations continue to rise and service preferences have changed. The phone has been replaced as the number one channel, with 76% of today’s customers using self-service to resolve their product and service issues. While successful self-service outcomes increase CSAT scores and decrease call center volumes, there is another important outcome to consider. The issues that do require assisted service are increasingly more complex. As a result, the role of service agent has become more complex as well. The numbers are clear: a 12% decline in first call resolution since 2009, and a relentlessly high average annual agent turnover rate. So it is important to provide every agent with the tools they need to be successful not only to increase first contact resolution, but to increase job satisfaction and reduce turnover. At the same time, it is more important than ever to reduce onboarding times and provide the types of tools that will make new agents as successful as tenured agents. And with 73% of customers saying that valuing their time is the most important element of good service, by introducing onsite service delivery, we’re allowing organizations to extend that efficiency beyond the agent.
- #18 Companies strive to improve key metrics like CSAT, Loyalty, Net Promoter Score. But what is driving these metrics? We see here that effort is the key driver, and where we can reduce effort, we can increase loyalty. However, a recent global study of 350 customer service decision makers shows that only 11% consider ease of use to be a top priority when, in fact, that’s what customers are demanding. Those companies that embrace effortless experiences will differentiate themselves.
- #19 KEY TAKEAWAY To deliver exceptional experiences it requires an understanding of your customers perspective, an environment that positions agents to have successful customer interactions and gives your business the tools to spot trends and respond instantly. TALKING POINTS Let’s take a look at three perspectives on success that have been built into the service solution strategy: What does success look like for customers, frontline staff, and the overall business. Take the customer’s point of view to earn their loyalty Give agents the chance to be their best And, always have the ability to support a dynamic and rapidly shifting market in the way that meets your business goals SEGUE Let’s take a closer look at what it means to earn loyalty, empower agents and stay agile.
- #20 KEY TAKEAWAY Earn loyalty – deliver effortless customer experiences on their terms. TALKING POINTS Cross-Channel - Connect to customers via their channel of choice across web, social, chat, email, mobile and phone. When we consider that 75% for customers use 3 or more channels (Forrester) we see why multi-channel is so important. Personalized – Minimize customer effort with relevant, personalized service interactions across every touch point. And, if you’re interacting with an existing customer who has identified themselves in someway, then you have the opportunity to leverage your 360 degree view of the customer to provide personal service in ways that further strengthen your relationship. Social - Understand sentiment across the social web and proactively address service issues. Respond directly in the social channel or for interactions that require privacy, transition to a more optimal channel. WHY this Matters: Metrics – Increase customer satisfaction, Increase customer retention, Increase customer self-service, Multi-channel support can improve customer satisfaction by 36% - Forrester, 75% of consumers use 3 or more channels, Ovum SEGUE Next we look at service from the perspective of your agents
- #22 KEY TAKEAWAY Empower agents – intuitive access to the right information, resources and complete customer context through a single view to meet company and personal goals. TALKING POINTS Tools - Provide your agents with everything they need to deliver customer service - at their fingertips, from a single app. An average contact center environment has 7 to 12 systems so by consolidating onto a single interface, it give the agent the opportunity to focus on their customer and not the complexity of navigating multiple systems. Knowledge - Give service agents access to the right answers at the right time to address customer service needs. Provide a single and consistent source of truth for customers and agents. Decision Making - Empower agents with guidance to make the best decisions based on segments, entitlements and SLAs. Make sure your customer have a consistent experience whether they have a highly experienced agent or a new agent by ensuring that the correct level of guidance is there to ensure a successful engagement. WHY this Matters: Metrics – Increase agent productivity, Increases cases per agent, Decrease cost per case, Improve agent onboarding, Increase agent satisfaction scores SEGUE Now, let’s look at this from the perspective of your operations
- #23 KEY TAKEAWAY Stay agile – adaptive service environment designed to adjust and anticipate the needs of customers and your brands at the pace of innovation. TALKING POINTS Intuitive Design – Easily adapt to the rapidly changing business and market demands with configuration not code and easily customize to support unique functionality and branding requirements. Actionable analytics ensure that you will identify trends, anticipate opportunities and gain insight through dashboards, deep analytics and powerful data visualization capabilities. Operations and extensibility – Secure and trusted and reliable cloud that allows you to extend your unified service environment into other business critical platforms and applications through standardized interfaces – adding functionality and insight. WHY this Matters: Metrics – Improve usability, Decrease development costs, Decrease administrative costs SEGUE Now that we’ve talked about the way we look at delivering amazing customer service, let’s take a closer look at our approach to achieve this…
- #24 KEY TAKEAWAYS Organizations empowered by intelligent customer service increase advocacy and loyalty to their brands by creating effortless experiences that are a natural extension of the way people engage day to day. Dynamics empowers customers through their choice of self and assisted service options; empowers agents to deliver fast, informed and effective resolutions; and seamlessly incorporates field solutions when there is a need for onsite help. We deliver agile solutions that easily adapt to changing demands backed by service intelligence so businesses can deliver intent driven outcomes in a secure, flexible and reliable environment. TALKING POINTS Omni-channel: Enable customer service engagement across web, social, chat, email, mobile and phone, including customer self-service and social care. Provide channel context for personalized service with minimal customer effort. Engage customers on their terms through their channel of their choice. Self-Service: Make it easy for customers to solve issue on their own. Provide a customizable online support portal that leverages an organized, searchable knowledgebase to deliver real-time updates, consistent answers to service questions and product and service information and documentation. Agent Enablement: Empower agents with a single, unified experience to deliver fast, amazing customer service from the desktop or their mobile device. Agents can access every source of information they need across diverse environments so they can provide a more personalized, effective standard of service. Field Service: Deliver world class, intelligent customer experiences in the field while maximizing efficiency and minimizing costs. Knowledge: Easily connect the right person with the right knowledge at the right time to answer service needs. Empower customers and employees with unified knowledge to provide a single source of truth. Ensure your knowledge is relevant by simply capturing and publishing across your content channels while measuring impact through rich analytics. Service Analytics: Identify trends, anticipate opportunities and gain insight through dashboards, deep analytics and powerful data visualization capabilities.
- #25 Customer Scenario: Personalized interactions: Oklahoma City Thunder. “We don’t treat our fans like a seat number… We want to create genuine meaningful relationships”. Scott Loft – VP of Loyalty and Retention CRM used to tailor every communication based on fan favorites (player, opposing teams, seats/sections, game days) and interaction preferences (social, email, etc) CRM also tracks attendance on special days. Surprise birthday cupcakes presented by Mascot if fan is attending the game. Result: NPS and CSat (Net Promoter Score and Customer Satisfaction) is double the NBA league average Capabilities description: Omni-channel service - Enable customer service engagement across web, social, chat, email, mobile and phone, including customer self-service and social care. Provide channel context for personalized service with minimal customer effort. Engage customers on their terms through their channel of their choice. Unified Platform: Unified across self-service, assisted service and field service Create, route and resolve tickets from across social networks including: FaceBook, Twitter, LinkedIn, YouTube, and Instagram Deliver social posts to the right agent using sentiment, keyword, language & ensure consistent social engagement Provide proactive engagement with customers by delivering social posts to the right agent using sentiment, keyword, and language. (Available with Carina + Hydra out-of-band release in June 2015) Listen to what people are saying globally across the web in 19 languages 360 Customer View: Understand customer history, preferences and feedback Use real-time & historical insights to personalize every interaction Gain voice of the customer insight with feedback & surveys that provide general sentiment, contextual feedback & transactional understanding Personalized & Consistent Engagement: Leverage insights and resources to provide individualized and consistent experiences across channels Understand what your customer has already viewed and searched before they ever reach an agent. Provide agents with a rich understanding what customers have already done so they can instantly provide value to every interaction. With real-time & historical activity, real-time chat translation, route to previous agent and contextual article recommendations.
- #26 Customer Scenario: See Quark in customer section Capabilities: Self-service – Make it easy for customers to solve issue on their own. Provide a customizable online support portal that leverages an organized, searchable knowledgebase to deliver real-time updates, consistent answers to service questions and product and service information and documentation. Branded experience: Create a seamless branded experience or unique portals for multiple brands from a single deployment Create a consistent branded experience or create unique portals for each one of your multiple brands through configuration not code from a single deployment. Localized & Extensible: Minimize customer effort with targeted relevant service Access to service from anywhere on a brand site, 3rd party site (community portal, kiosk or inside a game). Provide comprehensive self-service directly from your Facebook fan page Contextual: Simple navigation to the right answers or resources including customer escalations to agent support. Recognize mobile users instantly & deliver real-time, personalized service on any mobile operating system & device Surface answers from the very first touch with type ahead search and maximize self-service success by recommending articles before a case is submitted.
- #27 Customer Scenarios: Guided and Consistent resolution: Trupanion. “We use Agent desktop to integrate all our applications and automate steps. Every agent interaction is more efficient, consistent which translates to a better experience for our customers.” Denise Connors – VP of Customer Service CRM used as primary automation and integration platform for agent applications CRM automates multiple steps and also standardizes communications using contextual templates that change based on interaction type. (i.e. billing vs sales call) Result: 15% improvement in efficiency and compliance to brand within 30 days of implementation of CRM. Capabilities: Agent enablement- Empower agents with a single, unified experience to deliver fast, amazing customer service from the desktop or their mobile device. Agents can access every source of information they need across diverse environments so they can provide a more personalized, effective standard of service. Role Driven: Dynamic interface that contextually serves up the tools, guidance and data to your agents Visual user interface delivers role tailored experiences for tiered agents and support leads; optimized to drive to the next best action Reduce agent effort with a single, extensible application to handle all service interactions in a single place. The Unified Service Desk provides a single (composite desktop), dynamic interface that contextually serves up the tools, guidance and data to your agents from any resource you deem useful. Expand your notion of an agent by giving agents and supervisors the freedom of mobility and extending the reach of your contact center across your organization anywhere, anytime. Intelligent Case Management: Manage cases faster & provide differentiate levels of support with integrated knowledge Manage cases faster & provide differentiate levels of support with integrated knowledge, SLA, scripting, workflow, entitlements and recommendations Manage your cases faster – from your desktop or mobile and enable your agents to deliver world class case management while providing differentiated levels of support with guided workflow, integrated knowledge, entitlements and SLAs Increase agent effectiveness with call scripting and a proactive user experience that will launch information assets or third party data and applications to provide rapid and accurate service resolution. (Increase agent effectiveness with call scripting, policy adherence with a proactive & process driven user experience) Collaborative: Harness the knowledge of your peers with Yammer and Skype Speed resolution of even the most challenging issues with instant access to support professionals and subject matter experts across internal and external teams with Yammer & Skype.
- #28 Customer Scenario: Capabilities: Field Service – Deliver world class, intelligent customer experiences in the field while maximizing efficiency and minimizing costs. Intelligent Scheduling: Dispatch technicians using optimized routes and skill based assignments to intelligently balance workload and resources. Intelligent allocation of people, teams, and resources based on your business rules defined by customer, organizational, or regulatory requirements. Organize and find available resources by any number of categories, including skill sets, geography, customer preferences, and more. Search results in list or map views. Drag-and- drop schedule board allows dispatchers to assign resources and set up schedules for multiple work orders using a list or map view. Real-time visualization and status indicators enable rapid and efficient reallocation in response to changes or emergency situations. Enterprise-class routing optimization for larger and more complex field service organizations. Mobile Field Enablement: Provide service technicians with complete customer insight, real-time guidance and cross team collaboration Operational business intelligence enables field agents to provide the best possible customer experience. Leveraging the built-in features of each device with integrated applications. Native apps provide better access device resources for a more robust off-line user experience. Seamless store and forward capabilities coupled with optimized memory usage as well as the ability to leverage all device capabilities including barcode scanners, RFID readers, credit card readers, and more. Optimized Resource Utilization: Manage around cloud, big data and mobility more work orders and resources with fewer dispatchers with innovations Real-time visibility into KPI’s, with drill-down to expose detail, keeps the organization focused. Remote administration with no-code customization. When business changes, quickly create new customizations once- with no coding - and instantly update to all mobile platforms. Central management of all users and devices (regardless of platform) including remote data wipe for lost or stolen devices. Insights into multiple facets of field service from agent performance, through equipment failures, parts inventories, and routing and scheduling can be analyzed - along with sales, marketing, and supply chain data - can drive continuous service quality improvement and revenue optimization.
- #29 Customer Scenario: Unified Knowledge. Ask.com By applying best practices to Ask.com’s self-service knowledgebase and writing articles and answers in a friendly, accessible voice, Ask.com has seen: -knowledgebase pageviews rise from 500 to 2500 a day, -60% reduction in the number of support tickets submitted, and -because of the reduced support requests, response times for those who do need a personalized response have gone from eight hours to just 1.5 on average. Capabilities: Knowledge - Easily connect the right person with the right knowledge at the right time to answer service needs. Empower customers and employees with unified knowledge to provide a single source of truth. Ensure your knowledge is relevant by simply capturing and publishing across your content channels while measuring impact through rich analytics. Unified knowledge: Deliver the right answers at the right time across all service channels from a single source of truth Consistent access to the knowledge base within each transaction across self-service, contact center, social and mobile (Cortana). Multimedia knowledge: Easily capture and author content from social channels, service interactions & experts, publish to the right audience & optimize for discovery. Enrich knowledge article with embedded multimedia content to provide answers that drive first touch resolution Provide rich media articles such as images, videos and real-time blogs and feeds with the ability to host the actual asset or as a link to the original content source. Simple to capture and publish knowledge from social channels, service interactions and subject matter experts Analytics: Drive article efficiency and understanding of how knowledge is being used to eliminate escalations Pinpoint where growth can occur
- #30 Customer Scenario: See Amicus Horizon in customer section Service intelligence – Identify trends, anticipate opportunities and gain insight through dashboards, deep analytics and powerful data visualization capabilities. Interactive dashboards: Provide real-time views of key service metrics with fully customizable & interactive dashboards Fully customizable, interactive dashboards provide real-time views of key service metrics. Customer insight: Deepen customer insight & identify business opportunities by tracking & correlating customer satisfaction with service metrics Deepen customer insight and identify up/cross-sell and service improvement opportunities by tracking and correlating customer satisfaction with service metrics across all channels. Performance reporting: Identify trends, explore what-if scenario’s, & forecast outcomes to reduce effort scores (Power BI & Excel). Improve performance & identify best practices by correlating agent activity & customer experience data Identify trends, explore what-if scenario’s, and forecast outcomes to reduce effort scores by leveraging powerful tools such as Excel and PowerBI to generate reports, interactive charts and 3D geospatial visualizations. Improve performance and identify best practices by correlating agent activity and customer experience tracking track data such as Net Promoter Score, Customer Satisfaction, First call resolution, self-service rate, cost per transaction, order value, and other data with specific interaction types.