Customer Service Transformation Savings

“Show Us The Money”.

25th April 2013

About Netcall

• Netcall PLC listed on the LSE• 15 years of profitable trading• Debt free• UK based business solutions provider

– In-house design, engineering and support based in 3 UK sites– Providing customer premise or hosted solutions– 750 customers in the Commercial, Health and Public Sectors– 150 Staff working within our company values

• Customer focus

• Great solutions• Quality

• Teamwork

Our Goals

• Help organisations improve their customer engagement performance

• Make interactions between customers, patients or citizens and organisations easier

• Give organisations and individuals more choice and flexibility - freeing up time and resources

Why Channel

Shift?

Choice of

channel

• Evolving customer contact as citizens go mobile

• A customer-focused approach to citizen contact

• Contact centres make a difference – Improve service delivery– Generate strategic advantage

Customers have a

clear future view

• Choice in ‘how’ and ‘when’ they access services

• Quick and efficient delivery of services

• Deal with organisations that are helpful and informed

Inbound activity

type

Source: ContactBabel: Customer 2.0: Customer Experience and Profitability in the New Economy. June 2010

http://www.contactbabel.com/reports.cfm

Actual interactions

2012 Survey

Source: ContactBabel: The UK Contact Centre Decision-Makers' Guide (10th edition - 2012)http://www.contactbabel.com/reports.cfm

Telephone (agent), 73.0%

Email, 15.4%

Tele-phone (self-

service); 3.2%

Letter; 3.6%

Fax; 1.6%Text chat/ Instant Messag-

ing; 1.3% SMS; 0.5%Social Media; 0.7% Other; 0.7%

Ofcom

Communicator Types

Research

‘Always on’ (22% of adults) The youngest group, with half (50%) aged under 35, they communicate a lot, especially with their friends and family.

‘Enlightened’ (19% of adults) A younger group, with 44% aged under 35, enlightened communicators like to keep up to date with the latest technology.

‘Middle-of-the-road’ (22% of adults) Generally aged 35-54, their levels of communication are much more in line with the general population.

‘Conventional’ (21% of adults) The oldest group, with almost half (47%) aged over 65, conventional communicators tend to be retired and live on their own.

‘Detached’ (16% of adults) More likely to be men across a wide range of ages, communication isn’t a priority for them.

http://media.ofcom.org.uk/2012/11/13/which-type-of-communicator-are-you/

Intelligent Contact Handling Workforce Optimisation Enterprise Content Management Business Process Management

Ofcom Research- Communicator Types

http://media.ofcom.org.uk/2012/11/13/which-type-of-communicator-are-you/

Intelligent Contact Handling Workforce Optimisation Enterprise Content Management Business Process Management

Preferred method of communicating with businesses and services-

Voice- Landline Face-to-face Voice- Mobile Email Post0%

5%

10%

15%

20%

25%

30%

35%

Contact for official matters e.g. council

Note: Other mentions by 3% or less included text messages, social networking, VoIP calls

Ofcom Research2012

Intelligent Contact Handling Workforce Optimisation Enterprise Content Management Business Process Management

Net predicted changes in communication methods that will be used in the next two years-

Email

sVoIP

Text

Messag

es

Mobile- V

oice

Socia

l Netw

orks

Instant M

essag

es

Face

to face

Web

site c

omments

Micro- b

logging

Landlin

e- Voice Post

-25%

-20%

-15%

-10%

-5%

0%

5%

10%

15%

20%

UK population

Ofcom Research 2012

How you can

show the money

INTELLIGENT CONTACT HANDLING

WORKFORCE OPTIMISATION

ENTERPRISE CONTENT

MANAGEMENT

BUSINESSPROCESS

MANAGEMENT

Show Us The

Money

£ Dacorum Borough Council ContactPortal™- Routes 100% of calls, using only one number

£ East Dunbartonshire Council- 2,000 internal calls handled per day by ContactPortal™

£ Chester West Council- QueueBuster® showed a productivity gain of 3.5 agents

£ Canterbury City Council- Additional self-service Payments solution cuts call costs by 89%

£ Wandsworth Borough Council- Direct Debit Automation has helped to reduce transactional costs by 87%

INTELLIGENT CONTACT HANDLING

Show Us The

Money

£ Colchester Borough Council- Reduced customer call waiting time from 2 minutes 34 seconds to 39 secs

£ Colchester Borough Council- Increased average resolution rate of over 90% for all services

£ UCAS- Increased call capacity by 3,000 calls per day

£ Canterbury City Council- Additional self-service Payments solution cuts call costs by 89%

£ Broxbourne Housing Association- Surveys saved postal and printing costs of at least £8,000 p.a. and provides real-time results

WORKFORCE OPTIMISATION

Show Us The

Money

£ Eden enables data from disparate sources to be displayed in a single screen. The platform enables two-way integration, which allows you to enter and update data in the systems and sources via the browser-portal.

£ The platform supports partnership working and shared services, facilitating the secure integration of any data source on a network such as CRM, HR/Payroll, Financial, Housing, Electoral and Benefits systems,

£ Works with more than 30 other systems including Lagan and Pitney Bowes.

£ Mid Yorkshire Hospital - DNA rate was reduced to just 9% with Appointment Management Cycle

ENTERPRISE CONTENT

MANAGEMENT

Show Us The

Money

£ Sutton Housing CRM- information available first hand, increasing the capability of staff and opening up the organisation as a first contact resource.

£ Victory Housing CRM- a single view of all pertinent tenant information collated from other systems. Workflow Management for managing interactions in line with Service Standards, e.g. complaints, ASB, rent enquires.

£ The UK Forestry Commission provides an easy way for the Public to be consulted in the felling of trees approval with Web access to forms and workflow for processing.

£ Royal Borough of Windsor and Maidenhead- EDMS delivers more cost effective and efficient services. Modules include Finance, Revenue & Benefits, Planning, and HR.

BUSINESSPROCESS

MANAGEMENT

In Summary

A Perfect Storm……….

Financial pressure to reduce cost of service delivery Citizen pressure to increase channels and availability of

services

• Netcall provides end-to-end engagement solutions to the Public Sector that are proven to deliver ROI.

• Reducing cost and improving customer experience are not mutually exclusive.

Any questions??

Thankyou

• Richard Farrell • Chief Technology Officer Netcall• 0330 333 6100• richard.farrell@netcall.com