Customer Focus and Support

eBusiness and User Support

Lydia DelahayeCRM application manager eBusiness & User Support, PA 11 March 2010

2010

Agenda:

• PA customer services

• Tracking and Tracing (CRM)

• Future development

Agenda

2010

PA CUSTOMER SERVICES:eBusiness & User Support

Introduction

2010

eBusiness User Support

• Unit within PD Patent Administration -eBusiness and User Support

• Staff members are located in The Hague and Munich

• We focus on giving support to external and internal customers

• Expertise in customer analysis, problem management and application management (CRM, VoIP/ANCD, LN databases)

2010

PA Customer Services concept

1LCS

Immediate answer Escalation

Update and Closethe Ticket

Specialists

Customers(calls, emails)

CRM ticket

Introduction

25% 75%

< 24 Hours reply to customers (depending on the priority)Ticket number given to customers

Priority: High = reply to customers within 3 hours Only to be used for:- a customer has to file the same day- a payment needs to be made or cancelled within 2 days - an OLF ticket has been open for more than 3 days and customer calls because he/she needs to file today.- Complaints

BACK OFFICE

2010

Your 1st Line Customer Support team

Bianca RuijsCoordinator 1LCS

2010

eBusiness User Support

1LCS BACK OFFICE

- FIRST POINT OF CONTACT FOR EXTERNAL CUSTOMERS

- IMMEDIATE ANSWERING OF GENERAL QUESTIONS

- IMMEDIATE FILTERING AND ESCALATING OF SPECIFIC QUESTIONS TO THE RELEVANT BACK OFFICE GROUP

-DATA CLEANING OF CUSTOMER CONTACT DATA

- PROVIDE SUPPORT WITH EPO ONLINE PRODUCTS & SERVICES

- PROVIDE GENERAL INFORMATION ON PATENT APPLICATION & GRANTING PROCEDURE

- SMART CARD REGISTRATION

- SECURE ACCESS TO EPO ONLINE SERVICES

- MAINTENANCE OF SMART CARD ACTIVITIES

2010

eBusiness User Support

• The User Support unit provides you with:

– information about the patent grant procedure under the EPC/PCT

– information about the EPO – technical support for the EPO's online services:

• online filing of applications, subsequent communications, oppositions

• online fee payments • portal applications • Register Plus

2010

eBusiness User Support and ISO 9001

• eBusiness User Support strives to comply with the Quality Management requirements for a Customer Service (ISO 9001:2008), this is being achieved through:

– Cooperation, and harmonisation of workflows, with other EPO's teams providing support to external users/customers

– Design and implementation of a quality management procedure

– Publication of a Service Charter committing to measurable "Accessibility" and "Timeliness" standards

– Performance of regular quality review exercises, aimed at verifying to which extent customer requirements are being met

2010

User Support published Service Charter (epoline site)

• Our commitment:– All your enquiries are dealt with courteously and

professionally and we always take into account any feedback you give us to improve our level of assistance and the usability of the EPO Online Services.

• We aim to:– answer 90% of telephone calls within 20 seconds – acknowledge 100% of e-mails, letters and faxes requesting

general information about the EPO, the EPC and PCT patent grant procedures and EPO Online Services within 1 working day of receipt

– resolve 80% of general enquiries about the EPO and the EPC/PCT patent grant procedures within 2 days (95% within 5 days) of receipt

– resolve 75% of usability issues encountered with EPO Online Services within 2 days (90% within 5 days) of receipt

2010

TRACKING AND TRACING(CRM)

CRM system

2010

CRM = Customer Relationship Management

CUSTOMERS

YOUR PROBLEMSYOUR CHANGE

REQUESTSYOUR COMPLAINTS

YOUR PRODUCTS OR EVENTS

OR PROJECTS WITH THE EPO

YOUR ACTIVITIES WITH THE EPO

Emails, Calls, SC activitiesVisits reports

Quality & Complaints management

customer history,profile, behaviour

marketing and tech. info

OLF workshopEPO events

MailingsSurveys

40% File related25% General

18% Online products17% Smart Card

EPO

CRM

2010

What is CRM?

• CRM is about building relationships in order to know our customers better and to increase customer satisfaction.

• CRM is not only a tool but a way of thinking!

• All customers contacts history in a single view! (e.g. emails, phone calls, visit reports, problems, products in use, participation to events, marketing information)

• Allows us to be proactive with our customers and give a better service!

Introduction

2010

CRM = Customer profile on one page!

Marketing and

technical feedback

2010

Key Account Managers in eBusiness & User Support

– manage the relationship with the top 250 filers at the EPO– 'accompany the change' from paper to electronic filing– promote and support other Online Services - 'cross-servicing'

(mainly Online Fee Payment, Register Plus and WegRegMT)– manage market research to identify added value to customers– provide support materials (user guides, manuals, brochures, e-

tutorials and promotional material)– organise and provide training at events (Annual Conferences, User

Days, Training Days, Technical User Days, customer visits)– deal with various general procedural questions and technical issues

encountered by their Customers .

Often Your 1st point of contact and supports, monitors and redirects Your requests, Your problems and Your queries

2010

Our and Your Key Account Managers

Ali

Dirgen

Brigitte

Scholz-Nieuwdorp

Gracia

Pedrosa

Mike

Lindblom

Han Hijzelendoorn

Julie

CunninghamRichard

Garvey

2010

CRM Helpdesk database

• Allow us to track and trace customer problem and resolution• Help us to be more efficient:

– ticket management (eliminate bottle necks and constraints)– ticket age indication– ticket summary– status of tickets per responsible group or person– automatic reminders for open ticket– escalation to 3rd level: other group or person

• Statistics report: by problem type, by assigned to, by status, by ticket age, ...

CRM system

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CRM Helpdesk database

CRM system

- Tailor made view (by status, by Assigned To, by company,...)

- Advanced Search (by ticket n°, by date, by customer,...)

- Data protection (Complaint management DQMS)

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CRM Helpdesk database What is behind your CRM Ticket N°

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A tailor made CRM in-box/mail template

CRM ticket History

CRM system

2010

CRM Events database

• Annual Technical Users Day• EPO Annual Conferences• OLF workshops • Manage event tracking: invited, accepted, declined, attended

CRM system

2010

CRM STATISTIC REPORTS

CRM statistics reports

2010

CRM Statistic reports: 2009

CRM statistics reports

• PA customer services receives an average of 2600 customer queries per month.

Number of CRM tickets created per month in 2009

0

500

1000

1500

2000

2500

3000

3500

4000

Jan-09 Feb-09 Mar-09 Apr-09 May-09 Jun-09 Jul-09 Aug-09 Sep-09 Oct-09 Nov-09 Dec-09

2010

CRM Statistic reports: 2009

CRM statistics reports

• In 2009, 30976 CRM tickets have been registered into the CRM Helpdesk database, from which:

40% are on File related queries (53% in 2008)17% are On-line products issues (EBD, Mailbox, My epoline, My Files, Online Fee Payment, Online Filing, PatXML, Register Plus, Secure File Inspection, WebRegMT) (20% in 2008)18% are Smart Cards issues (Smart Cards, GPR relations, Data sharing N.O.) (18% in 2008)25% are General questions (8% in 2008) The measurement of all general questions answered by 1LCS only started from mid-May 2009, which also explain the increase of CRM tickets registered for General questions. and few queries concerning contacts updates, change requests, procedural questions, 1LCS

2010

CRM Statistic reports: 2009

• EPO efficiency to handle customer queries (ticket closed within 1 day) has increased from 41% in January 2009 to 57% in December 2009.

• In 2009, 25% of the customer queries could be immediately answered by 1LCS. The rest were immediately filtered and escalated with a priority indicator to the relevant Specialists group, via the CRM ticketing system (e.g. Formalities Officers, User Support, Treasure & Account, CDR, SSO, etc...).

• It creates a BACK OFFICE awareness.

2010

CRM BENEFITS

Benefits of CRM

2010

CRM Benefits

• Better understanding of our customers and their behaviours:– allowing proactive actions (customer training, problem with

unit)– complete picture of customers: history and future– extended knowledge of our customer's behaviour

• Better efficiency within the EPO on handling customer queries (more transparency, monitoring and statistics)

• Stronger cooperation between units, departments, DGs

• General overview on customer activities (external visits, events, surveys and mailings management)

• Better service towards our Customers through quality control

Benefits of CRM

2010

FUTURE DEVELOPMENT

CRM next

2010

Next steps

Coming soon, customers trying to contact by phone an absent Formality Officer would be able - if wish - to be transferred to 1LCS

Implement 1 single point of contact/service for our external customers

To extend the User Support Service Charter on epoline website to the whole EPO, link to ISO compliance

Focus group formed of external customers to together develop the Single Patent Process (SPP) Programme

Increase further our customer satisfaction

CRM next

2010

THANK YOU FOR YOUR ATTENTION!

2010EPO Online Services Newsletter

ONLINE SERVICES NEWSLETTER

AND USER SUPPORT

2010

Online Services Newsletter

• launched in November 2007

• includes – the latest news – product updates – event information

• registration via www.epoline.org– username/password or smart card– "global preferences"– "Yes I would like to receive the Online Services Newsletter"

EPO Online Services Newsletter

2010

Online Services Newsletter

EPO Online Services Newsletter

2010

More information and for all Your Questions

• www.epoline.org

• EPO User SupportOpen: Monday to Friday08.00 – 18.00 hrs CETTel.: +31 70 3404500Fax: +31 70 3404600e-mail: support@epo.org

More information