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2011 numero - Commercial In ConfidencePage 1 numero social media solutions 15/11/2011

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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

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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

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2011 numero - Commercial In ConfidencePage 11 Latest clients

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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

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2011 numero - Commercial In ConfidencePage 18 Tesco Bank Self service

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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

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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

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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!

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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

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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

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2011 numero - Commercial In ConfidencePage 48 We are building this now...... C&W LIME C&W Panama N Brown Kitbag Express Gifts Tesco Diets

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2011 numero - Commercial In ConfidencePage 49 numero Facebook portal

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2011 numero - Commercial In ConfidencePage 50 numero Facebook portal Room for huge development

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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

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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

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2011 numero - Commercial In ConfidencePage 57 Benefit analysis

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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

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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.

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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

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2011 numero - Commercial In ConfidencePage 62 Thank you, any questions?