Post on 16-Dec-2015
Multi Channel Customer Contact & Channel Shift
Channel Choice and System Integration
Bob MillerArgyll and Bute CouncilCustomer Management Project Mgr.
Standard Self Service Processing Model
WEB
AUTO PHONE
APP
Roads
Social Work
Waste etc.
• Customer accesses a variety of self service channels to log a service request• Information is logged on council’s CRM and then passed onto services• Or it is passed directly to services for action• Either way this is the primary zone of opportunity for system & process
integration.
Benefits of Integration
Efficiency: No rekeying, copying, pasting
Accuracy: Nothing gets lost in translation
Consistency: Same data fields transferred
Speed: No delays in the process
Training: Training burden reduced
= Customers more likely to use an integrated self service system because it works better.
Benefits Are Recognised
92% of authorities see self service as a route to achieving cost savings.
87% recognise that the lack of integration is a barrier to achieving potential benefits of self service.
Use of of Integration
…and yet the most recent NDL Integration Report tells us that:• 15% of authorities use no integrations between their CRM
and back office systems• Another 28% have integrated less than a third of their CRM
related processes.
Missed Integration Opportunities
…75% of authorities report that they re-key self service data received from web eforms; which negates many benefits.
Many Self Service Channels Requires Many Approaches To Integration.
Council Website and Intranet (Drupal).
Looking Local Digital TV & App.
LAN Display Screen Network
Netcall Voice Automated Services
Facebook and Twitter accounts
JANET SMS Text to Mail Requests
APIs
Web Services
Database Lookups
File Transfers
XML
RSL Feeds
Universal Integrator
Customer Council Systems
How Customer Interactions Go Direct To Our Services
Customers
- Lagan C2TW Portal- Lagan Payment Integration- Looking Local App (by Xmas)
- Text and Webmails
- Capita Web Pay- Netcall 24/7 Pay
CRM Council Systems
Examples of Current Integrations
CRM
MacFarlane ACD ScreenphoneNetcall Automation InterfaceLync Unified Comms
Carefirst- Social WorkIDOX- Regulatory Services
Council System Council System
Examples of Current Integrations
Virtual Teamwork
Active Directory – Netcall Automation
Netcall Automation – Pyramid MIS
Macfarlane ACD – Netcall Qbuster
Lync Comms – Phonex Call Logger
Web XML – Looking Local Digi TV
Web XML – Netcall Disruption Hotline
Civica Cash Receipting – Northgate – Netcall Automated Payments
The Growing Value of Self Service
2011/12
65,560 Transactions
£125,547 gross Savings
£39,500 Net Savings
2012/13
153,280 Transactions
£199,399 gross savings
£117,392 Net Savings
Integration Usage
ALL telephone self service transactions
rely on system integrations
Circa 85% of web self service transactions
use integrations
4 more self service integration projects
in the short term
Don’t Neglect Employee Self Service & Integration Opportunities
Timekeeping LeaveOnline Payslips (no longer paper)Online Travel & Subsistence Claims
Centralised Council Absence ReportingOnline Update of Employee DetailsOnline Performance and Development (soon!)
Questions At Round Table
NDL Survey Conclusion: “respondents recognise that implementing widespread citizen self service and achieving their aims has to be underpinned by the right technology.
It demands a seamless process from front to back – in other words, the key element of successful self-service is cost-effective integration, which will reduce or even eliminate wasteful and expensive re-keying of data”.