6/10/2006

Asaleeb

CRM Case Management

Dr. Khaled AlBulaihedGeneral Manager

ITSAGIA

2006

Asaleeb Mission:

Develop a Total Investor Experience (TIE)

using

an Operationally Efficient Work Engine

One Stop Shop

Investor

GR

PROProcess

Follow-up Agent

Government Agencies

GRGR

GRGR

GR

CRM AgentCRM

Agent

Process First

“If you only put Web Pages in front of poor business processes then you demonstrate to the whole world how poor your processes really are.

First you have to manage an internal business integration before you start to develop cooperative external processes.”

Michael Hammer

Why Service?

Service

Is The WHOLE Product

CRM benefits

ServiceService

MarketingMarketing

ProspectingProspecting

SAGIA SAGIA ManagementManagement

Decrease Cal Waiting Times

Decrease Request Solution Time

Decrease Service Response Times

Increase Service Productivity

Service Quality

Quality = Perception

- Expectations

Focus on the total investor >>> EXPERIENCE…

Investor

Before: One Confused and Frustrated investor, Before: One Confused and Frustrated investor, Many Silo Agencies Many Silo Agencies

Expected improvements in quality

67%

37%

18%

53%

40%

Less bureau-cracy

Savings Improved deployment of

resources

More friendly &

responsive

Image

Positioning of Agencies Savings

Ease ofInteractions

Efficient UseOf My Time

Trust

Reliable Fulfillment

Delivery, and Support

Integrity

Value Ease ofDoing Business

Ease of Decision Making

Customer Relationship

Business

Opportunities Partnership eMail Wep One Stop

CenterBrochure call center

SAGIA Brand Identity

Competing in time CIT

Competing In Time (CIT)1.Punctuality

2.Duration

3.Availability

4.Speed of Response

5.Speed of Innovation

99% as promised

Days

Convenient

CRM

24hrs

Why Service?

Service Product StructureGeneric

Expected

Augmented‘motivational

factor’

Potential‘competitive

edge’

Call Center Agent Finance

CRM Agent

ProcessCASERequest

Billing Receipt

Investor

Inquiry

CRM End-to-End Processes

Differentiation Curves

Differentiation: Value Curves

1. Punctuality2. Duration3. Availability4. Agent knowledge5. Convenience6. Response

AsaleebNow

HighAverage

Government Document Statistics:

Transaction Types 80

Documents Per Type 5 up to 15

Documents Needed 500

Unique Documents 142

Repeated Documents % 150% to 300%

* Based on realistic figures as per SAGIA processes.

Typical Content of Electronic Records

Transactions

Web Content

Material

Invoice

Personnel Master Data

Customer

Business Objects like …

Notes

Scanned Documents

OfficeDocuments

Reports

Process Information

DigitalCase

Fax and E-Mail

InteractiveForms

other Recordsor Files

Document InfoRecords

“T-shaped” Investor Service Model

Support Services

Support Services

Prospecting

Customer Contact Centre providing integrated accessIntegrated Contact Centrer

Investor Contact Channels

WestminsterCity Council

Dear Mr SmithI am writing toenquire aboutthe

Call Centre

Kiosk

Face-to-Face

Email + WebDigital TV

White MailFax

CommonTransact-

Support Services

Support Services

Licensing/GovernmentTransactions

Payment

Reduce cost

FOCUS

QualitySERVIC

Different Government Agencies

Investor

After: SAGIA supported by Multiple AgenciesAfter: SAGIA supported by Multiple Agencies

Asaleeb

Case Management

Case Scan & Indexing

44

Licensing Investor

22

33

Case ReviewAPPROVAL

77

Interactive Center

Portal

11

Close Case 55

66

Billing

Call

Request Government Service

How do Cases and Electronic Records Work

Electronic Case Record

Cases

Scanning & Indexing

Licensing

Investor Documents Records

Government Case Requests...

Renew Commercial

Registeration

Visa Request

Put together into

Labor Request

One Step Shop

Contact Center

CRM AgentHelpdesk

Government Agent

Scan Agent

Phone, Email, Fax, SMS

Investor

Government Agency

Web based Portal