Transcript of © 2011 numero - Commercial In ConfidencePage 1 numero social media solutions 15/11/2011.
- Slide 1
- 2011 numero - Commercial In ConfidencePage 1 numero social
media solutions 15/11/2011
- Slide 2
- 2011 numero - Commercial In ConfidencePage 2 Agenda
Introductions Current state of play The problem Highlighted
requirements Potential solution numero overview Products and
company numero and social Twitter Facebook Outreach Benefits
- Slide 3
- 2011 numero - Commercial In ConfidencePage 3 Current state of
play
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- 2011 numero - Commercial In ConfidencePage 4 The problem
Santander has an existing problem with peoples perception of poor
customer service The problem is both in-branch and via
communication channels Santander has no insight into customer
conversations and no way to action any negative sentiment Santander
have no ability to repair brand relationships in new channels
(social media) using them as customer interaction channels
Highlighted social media as a key area where consumer sentiment is
being expressed: Within networks Twitter Externally on the wider
web Forum posts Blogs
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- 2011 numero - Commercial In ConfidencePage 5 The problem
desired solution Desired OutcomeRequired Action Reduce Written
ComplaintsImproved Satisfaction & Deflection Pro-Active
ResponseMonitoring & Rapid Response/Resolution Drive Positive
Feedback on social mediaDelivery of positive response & self-
promotion Drive customers from email to socialSolid service on
social. Promotion of channel Balance of sales, calls and
socialImplement universal work queue & agent profiling
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- 2011 numero - Commercial In ConfidencePage 6 The problem where
numero can help Desired OutcomeRequired Action Reduce Written
ComplaintsImproved Satisfaction & Deflection Pro-Active
ResponseMonitoring & Rapid Response/Resolution Drive Positive
Feedback on social mediaDelivery of positive response & self-
promotion Drive customers from email to socialSolid service on
social. Promotion of channel Balance of sales, calls and
socialImplement universal work queue & agent profiling
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- 2011 numero - Commercial In ConfidencePage 7 What numero can do
Reduce written complaints Improve service on other channels Improve
deflection from written using dynamic FAQs Improve self-service
offering Proactive response to issues 24/7/365 monitoring
Prioritization of important commentary Improved response/resolution
time through template content, auto-suggestion data archives and
automation SLA aware Universal queue & case history for
telephony agents Drive positive customer feedback on social Inbound
and outbound messages Template content and QA Resolution in-channel
will promote a positive (public) customer experience Drive
customers from email to social Warm handovers from email to social
Inbound email deflection to push to social Social will be the
quickest, easiest path to resolution in some cases Automation
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- 2011 numero - Commercial In ConfidencePage 8 What numero can
do(cont.) Inbound workload balancing Core feature in resource
manager which is aware of: Agent skill profiles Agent average time
per: Company Category Customer Agent affinity Inbound
communications SLA/Targets Secondary Profiles Advanced QA system
Advanced reporting and supervisory controls
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- 2011 numero - Commercial In ConfidencePage 9 numero
overview
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- 2011 numero - Commercial In ConfidencePage 10 Overview and
business reach Our partners committed to delivering world class
solutions through working with numero: North America Europe India
Australia Caribbean & Panama UK MacauMonaco Falklands
- Slide 11
- 2011 numero - Commercial In ConfidencePage 11 Latest
clients
- Slide 12
- 2011 numero - Commercial In ConfidencePage 12 Email Letters SMS
Call Backs XML etc numero Solution Operation Workflow Workflow B
Workflow A Enrichment Inbound Gateway Knowledge Base Knowledge Base
Self-Serve Web Suite Self-Serve Web Suite Unified Agent Desktop
Work Status Customer & Case - CRM Lite Resource Manager
Universal Queue Agent Availability Agent Skills Queue Size &
SLAs Outbound Gateway Supervisor Console Information Control MIS
Analytics Back-Office Systems CRM Legacy Billing Fulfilment CTI
Telephony CTI Telephony Proactive Events Reactive Events Twitter
XML etc Telephony CTI Telephony CTI
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- 2011 numero - Commercial In ConfidencePage 13 Tesco Bank Tesco
Bank: Tesco brand critical to the Mortgage offer Club Card
integration key to success 6.5 million customer accounts Services
via store, telephone & online Our Solution: Manages 250+ agents
through multi channel Delivers a single view of the customer
Complies with FSA demands Integrates 5 major mortgage systems
Supports a business critical solution
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- 2011 numero - Commercial In ConfidencePage 14 Tesco Bank
Benefits: Business process automation, assisted agent action,
self-service and workforce management Integrates multiple contact
channels into a single solution Contact centre efficiency Improved
customer service Enhanced revenue opportunities automated responses
tailored to offer relevant cross sell opportunities, case and
customer recognition promote positive experience Meets all FSA
compliance requirements Do you mention FSA in last point?
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- 2011 numero - Commercial In ConfidencePage 15 Secure login
Tesco Bank web site Tesco Bank
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- 2011 numero - Commercial In ConfidencePage 16 Secure message
home numero Web Chat Tesco Bank Secure portal
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- 2011 numero - Commercial In ConfidencePage 17 Secure message
inbox Tesco Bank Secure portal
- Slide 18
- 2011 numero - Commercial In ConfidencePage 18 Tesco Bank Self
service
- Slide 19
- 2011 numero - Commercial In ConfidencePage 19 Imagine
If...
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- 2011 numero - Commercial In ConfidencePage 20 Art of the
possible. Santander Play Santander Imagine If Video Imagine If
Santander Video
- Slide 21
- 2011 numero - Commercial In ConfidencePage 21 Summary What you
have just seen Web Chat, Twitter outreach, Native Facebook
resolution, Buzz monitoring, Prioritised work queues, Case
management, Diarising Work, Systems Integration, Secure portal,
Automated work flows Inbound + Outbound System Enquiries Jenny
communicates through her desired method
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- 2011 numero - Commercial In ConfidencePage 22 What we could
have shown you VIP Client initiating call into PCS teams Raising
Complaints from Front Office Complaints management process Front
and Back office integration Telephony Email management Single Agent
Desktop Call Me Back Proactive SMS Multi Language Dynamic FAQ
ID&V Credit Checks
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- 2011 numero - Commercial In ConfidencePage 23 The other side
what the agent sees Play Santander Imagine If Video
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- 2011 numero - Commercial In ConfidencePage 24 The other side
what the agent sees Play Santander Imagine If Video
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- 2011 numero - Commercial In ConfidencePage 25 Twitter
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- 2011 numero - Commercial In ConfidencePage 26 Implementation
example numero handles the dedicated support account numero can
receive inbound support queries as well as search for them numero
asks users to private direct message a unique id, their problem and
a contact point numero detects inbound dms, locates customer IDs
and processes as a normal work item Agent can then respond through
customers preferred method (or not).
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- 2011 numero - Commercial In ConfidencePage 27 Example one
Customer contacts support account for support Automation Backend
integration Marketing account receives a support lead and
hands-over to numero to process Customer broadcasts to followers
and numero recommends intervention
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- 2011 numero - Commercial In ConfidencePage 28 Example one Jenny
tweets: @santander_help Ive an incorrect charge on my account!
@santander_help Ive an incorrect charge on my account!
@santander_help numero
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- 2011 numero - Commercial In ConfidencePage 29 numero
automatically replies: Hi Jenny, please DM us your account ID and
email address. Example one Hi Jenny, please DM us your account ID
@santander_help numero
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- 2011 numero - Commercial In ConfidencePage 30 Jenny does.
numero automatically picks up the account ID and replies privately
with the details of the charge. Example one Jenny, the details of
the charge are. @santander_help numero CRM OMS Banking Sys.
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- 2011 numero - Commercial In ConfidencePage 31 Jenny, the
details of the charge are. @santander_help numero CRM OMS Banking
Sys. Reports Jennys enquiry is logged, and her twitter handle is
recorded in the CRM. If she rings later, the agent will be aware of
the interaction Example one
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- 2011 numero - Commercial In ConfidencePage 32 Example two
Customer contacts support account for support Marketing account
receives a support lead and hands-over to numero to process Working
with marketing Call-back and call center integration Customer
broadcasts to followers and numero recommends intervention
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- 2011 numero - Commercial In ConfidencePage 33 Example two Jenny
sends a private message to marketing: Ive tried to ring all week,
please help! Ive tried to ring all week, please help
@santander_UK
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- 2011 numero - Commercial In ConfidencePage 34 Example two
Marketing team DM support account with the name of user & the
nature of their enquiry. Ive tried to ring all week, please help
@santander_help numero @santander_UK
- Slide 35
- 2011 numero - Commercial In ConfidencePage 35 Example two
numero reaches out to Jenny and asks her to DM a contact
number/email and a convenient time to call. @santander_help numero
Hi Jenny, we can help you CRM OMS Banking Sys.
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- 2011 numero - Commercial In ConfidencePage 36 Example two
numero schedules the call automatically and an agent rings Jenny at
a convenient time. Hi Jenny, we can help you @santander_help numero
Reports CRM OMS Banking Sys
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- 2011 numero - Commercial In ConfidencePage 37 Example three
Customer contacts support account for support Marketing account
receives a support lead and hands-over to numero to process
Customer broadcasts to followers and numero recommends intervention
Revenue generation Out-reach & responsiveness
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- 2011 numero - Commercial In ConfidencePage 38 Example three
Jenny tweets to 1700 followers: Anyone know any good current
account deals? I want cash-back! Anyone know any good current
account deals? I want cash-back!
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- 2011 numero - Commercial In ConfidencePage 39 Example three
numero detects the enquiry and checks to see the best deals. numero
Anyone know any good current account deals? I want cash-back! CRM
OMS Banking Sys.
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- 2011 numero - Commercial In ConfidencePage 40 Example three
numero detects the enquiry and checks to see the best deal. Then
tweets back promotional link. CRM OMS Banking Sys. numero Try us!
Click the following link for an extra 300 Cash-back if you
switch!
- Slide 41
- 2011 numero - Commercial In ConfidencePage 41 Conclusions
numero empowers an organization to integrate Twitter with: Other
channels Back office systems numero provides a better experience
for customers numero works in tandem with the marketing team numero
can automate and standardize responses to reduce costs and
confusion numero can be used to drive revenue through twitter
- Slide 42
- 2011 numero - Commercial In ConfidencePage 42 Facebook
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- 2011 numero - Commercial In ConfidencePage 43 Application
installation Integrates existing numero interactive modules as an
integrated Facebook application Example:
www.facebook.com/Avivauk
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- 2011 numero - Commercial In ConfidencePage 44 User access
Facebook Users will need to permit us to access their
information
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- 2011 numero - Commercial In ConfidencePage 45 User data
Facebook Users can elect to share a variety of information with us
This information is stored against the customer record in numero
and the email address is used to link to existing customer
records
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- 2011 numero - Commercial In ConfidencePage 46 Application style
By default the numero application is presented in a style to
reflect Facebook as opposed to the actual brand in order to
maintain the illusion of integration
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- 2011 numero - Commercial In ConfidencePage 47 Uses of portal
Communication: Web Chat Secure Messaging Contact Us FAQ My Account
Integration Business Processes Claims Quotations
- Slide 48
- 2011 numero - Commercial In ConfidencePage 48 We are building
this now...... C&W LIME C&W Panama N Brown Kitbag Express
Gifts Tesco Diets
- Slide 49
- 2011 numero - Commercial In ConfidencePage 49 numero Facebook
portal
- Slide 50
- 2011 numero - Commercial In ConfidencePage 50 numero Facebook
portal Room for huge development
- Slide 51
- 2011 numero - Commercial In ConfidencePage 51 Social
outreach
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- 2011 numero - Commercial In ConfidencePage 52 Social outreach
Monitors the wider web for comments and discussion of a given brand
Pushes alerts to authorized agents Facilitates interaction
Integrates with numeros wider features: Workflow QA Templated
content
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- 2011 numero - Commercial In ConfidencePage 53 The 3
implementation options 1. Native support for Radian6 2. Native
support for GNIP 3. XML/JSON gateways for integration with other
products
- Slide 54
- 2011 numero - Commercial In ConfidencePage 54 Radian6 One of
the market leaders in Buzz Monitoring Out of the Box integration
Push cases out of Radian6 and into numero Allow contact centre to
work alongside marketing department
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- 2011 numero - Commercial In ConfidencePage 55 GNIP When Buzz
Monitoring is not required we can integrate with GNIP GNIP is an
aggregator of over 100 social data streams GNIP Sources
ClipmarksDailymotionDeliciousDiggDiigo
FacebookFlickrFlixsterFotologFriendFeed Google
PlusHuluIdenti.caiLikeIntenseDebate
MySpaceNewsgatorPhotobucketPlurkSlideShare
SmugMugStumbleUponTumblrTwitterVimeo
WordpressXangaYahooYouTube
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- 2011 numero - Commercial In ConfidencePage 56 XML/JSON gateway
We have a highly configurable XML/JSON gateway Integration with any
product with an API is possible numeros goal is to work alongside
existing buzz solutions where possible
- Slide 57
- 2011 numero - Commercial In ConfidencePage 57 Benefit
analysis
- Slide 58
- 2011 numero - Commercial In ConfidencePage 58 The problem where
numero can help Desired OutcomeRequired Action Reduce Written
ComplaintsImproved Satisfaction & Deflection Pro-Active
ResponseMonitoring & Rapid Response/Resolution Drive Positive
Feedback on social mediaDelivery of positive response & self-
promotion Drive customers from email to socialSolid service on
social. Promotion of channel Balance of sales, calls and
socialImplement universal work queue & agent profiling
- Slide 59
- 2011 numero - Commercial In ConfidencePage 59 Summary of
Benefits Reduced Written Complaints We can resolve issues before
they get to complaint stages and offer alternative methods of
overcoming them Pro-Active Response To Issues & Incidents
Spotting Hotspots and not only resolving individual customers
issues on Social Media but also preparing the telephone work force
for pending telephone calls Drive Positive Customer Feedback Onto
Social Media Customers are not as likely to post +ve comments about
their experience as ve, however it does happen. Using the forums
and blogs is free publicity for the brand & products Customers
who are more likely to complain on forums are less likely to
telephone Santander with an issue Drive more customers to Social
Media From Email Faster resolution & publication of a job well
done Utilise eCommerce Tech-Savvy Skills & Balance Calls vs.
Social Tickets numero will push work to the relevant staff -
skilled workforce utilised
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- 2011 numero - Commercial In ConfidencePage 60 Business Needs
Met Time of day numero can automate/respond dynamically based on
the time of day numero is aware of agent availability and opening
hours The numero queue is time sensitive SLA of immediate Normal
time from a tweet leaving a client, and arriving on a screen is
around 15 seconds Assuming an agent is available Time for social
outreach can be longer (minutes - hours) Users are not expecting a
response usually numero is fast enough to implement any reasonable
SLA Wing to Wing numero has advanced routing which will get a
ticket to the right person at the right time The agent can be given
an affinity to the case, so it will find its way to him / her when
possible Customization & Integration is at the core of numero.
At every step external processes, lookups, queries and actions can
be made.
- Slide 61
- 2011 numero - Commercial In ConfidencePage 61 The problem
addressed! Santander has an existing problem with peoples
perception of poor customer service Addressed through numero poor
sentiment picked up quickly and issues addressed by the right
people at the right time The problem is both in-branch and via
communication channels Multi-channel and issues / cases passed to
the right people; single view of the customer where required
Santander has no insight into customer conversations and no way to
action any negative sentiment numero will be aware of these
conversations and can automate communication or routing of the
correct response in multiple channels; additionally can push
customers to secure channels where necessary, including Webchat
Santander have no ability to repair brand relationships in new
channels (social media) using them as customer interaction channels
numero will enable all social channels plus manage multi-channel
communication, routing work, information (single view of all
interaction and of the customer) and interaction to the right
people at the right time Highlighted social media as a key area
where consumer sentiment is being expressed: Within networks
Twitter Externally on the wider web Forum posts Blogs numero will
enable all social channels, including Twitter, Facebook and the
wider web / forums / blogs
- Slide 62
- 2011 numero - Commercial In ConfidencePage 62 Thank you, any
questions?