Orange Business Live 2013 Customer contact management breakout

Orange Business Live 2013360°customer contact management

Laurissa Gillespie - HPGiancarlo Duella - OrangeChristophe Quintard - Orange

360° customer contact managementinnovative ways to engage with your customers

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agenda

section 1 new market trends and expectations

section 2 customer contact solutions by Orange

section 3 customer testimonial: HP

section 4 why Orange?

section 5 Q&A

Orange Business Live 2013: solutions breakout

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evolving market trends and expectations

3 main trends

cloudcloudcloudcloud

mobilitymobilitymobilitymobility

multimultimultimulti----channelchannelchannelchannel

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end users are

mobile and

hyper-connected

evolving behavior in an evolving market

… your customers have (even more) power


smartphones digital tabletsInternet social media

* source: Markets & Moves 2012-2016

CAGR 2012-17

France: 49%

Africa: tablets will

represent up to 40% of

the PC shipments by

2016

Europe: smartphones

penetration will pass

80% by 2017

North Africa: 20% in

2013; 44% in 2016 *

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10%

8%

12%

23%

17%

50%

37%

73%

19%

20%

32%

42%

43%

56%

71%

76%

SMS

social media

Web chat

automated speech recognition

Web self-service

automated touchtone system

email

phone live agent

2012 2010

source: Ovum, choosing the right contact center, 2012

channel preferences of customers for customer service

digital channels’ usage is increasing dramatically

…but traditional voice contacts remain key


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these new expectations new expectations new expectations new expectations create new business new business new business new business

imperativesimperativesimperativesimperatives that can be served by the cloudcloudcloudcloud


agility & flexibility

new business imperatives

simplicity

cost effectiveness

new expectations

from end-users

empowerment (self-service)

personalized immediate &

multi-channel experience

social networking and

viral information cloud solutions

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challenge #1: provide the right channel, at the right

moment, for the right consumer, for the right service


source: OVUM/study based on 8,000 consumers across the globe (2012)

74% of consumers use at least three channels

to engage with customer service

25% of consumers use

one or two channels


three or four channels


five or more channels

three channels

four channels

five or more channels

one channel

two channels

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challenge #2: manage efficiently multi-channel

interactions within your CRM ecosystem, while

creating value


all medias and contact interactions don’t have the same cost

* needs strong expertise to be relevant

** depends on complexity

� considering segmentation as a critical success factor

� choosing the right business model

� creating a seamless customer journey

� giving value to the human contact

channel integration is key

offer the right contact to the right customer at the right time at the best cost by:

chat session

2€

email

50 cts to 10€ **

face-to-face contact

15€ to 45€

social CRM

few cts*

video call

15€voice contact

3€

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we can help you meet your customers’ needs while

achieving your business imperatives


to view the video go to: http://bit.ly/14mUFU8

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customer contact solutions by Orange

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end-to-end management:

assess, design, build & run

a globally available portfolio leveraging the power of

the cloud, ensuring a 360° customer relationship


global consulting

global Infrastructure as a Service

global call collection

Managed Contact Center Premium

Network-IVRFlexible Contact

Center

integration (MS Lync, UCaaS, etc.)

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mobile and digital

enriched Web and

mobile applications

(Joyn apps)

near field

communication (NFC)

parkingpaymentparkingpayment

lounge accesslounge access

securitychecksecuritycheck

a few examples

we are constantly enriching our portfolio enriching our portfolio enriching our portfolio enriching our portfolio to ensure

you keep in touch with your customers today and today and today and today and

tomorrowtomorrowtomorrowtomorrow


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HP testimonial

© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

CRM - call channelat Printing & Personal Systems (PPS) EMEA

Laurissa Gillespie Telecom Operations Manager PPS EMEA

© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.17

Printing & Personal Systems


CRM: Customer choice - ‘Contact HP’

1 Call 84%

2 Email 14% 4 Social Media

3 Chat (HP SA) 2%

% of total support volume PPS EMEA Consumer market

Services & Support PPS EMEA CALL EMAIL CHAT SOCIAL MEDIA

Technical Support

Premium Support

Partner/Retailer Support

PC Tune Up (SmartFriend services)

Care Pack – Warranty extensions

Ink Recycle


PPS EMEA customer support landscape

• Support is available to all customers throughout EMEA

• Provided in 25 languages from 16 countries

• Customer Satisfaction• Brand loyalty • Drives product quality

HP Contact Centre location


PPS EMEA telecom stats

+200 access numbers for PPS EMEA

2011: 3 million minutes (per month - Inbound)2012: 2.5 million minutes 2013: 2 million minutes

Countries with local (In Country) numberCountries with International numberInternational to local number in progress


PPS ‘Country Expansion’ growing with Orange

Africa: Ghana and Kenya

Europe (Eurasia): Azerbaijan, Georgia, Armenia, Kazakhstan

Current situation

• International (+27) access number (PSTN) for English language support - African countries.

• International (+7) access number (PSTN) for Russian language support - European countries.

Historical reason

• Telecom provider unavailability or unreliability in non-standard ‘exotic’ countries

• Challenging to address in terms of call-routing internationally & contractual requirements

Future setup

• Toll-free access numbers per country

• Call routes to relevant CC location based on language

We ensure all our customers - regardless of location - have a local, reliable and cost effective means to Contact HP via the Call channel

Orange expansion capability facilitates HP expansio n throughout EMEA


Why Orange Business Services for PPS EMEA?

Pre-sales consultancy

Project management

Orange helpdesk (24*7)

KPI and comprehensive reporting

High n/w stability/low issue occurrence

5 hour SLA on P1 issues

Fast implementation of ‘change’

(EU Directives, re-routing)

Long-lasting partnership since 1994

Competitive pricing

Quotations provided timely

& detailed to business level

In-Country access - various formats

‘Vendor Managed’ access

Language-based n/w IVRs

“One stop” shop

Extensive Portfolio Reliability

Professional Services

Cost effective


Orange IVR solutions for PPS EMEA

HP IVR - Italian

Orange n/w IVR(scalable, flexible)

German region:Welcome message in German;

Options:

1. HP support in German

2. HP support in French

3. HP support in Italian

French region:Welcome message in French;

Options:




Italian region:Welcome message in Italian;

Options:




HP IVR - German

HP IVR - French

1 number for Switzerland

3 languages

HP France

HP Germany

HP Italy

© Copyright 2013Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Thank you

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why Orange?

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best technologies and

leading partners

strong experience as a leader in customer

relationship management

we are where you and your customers need to be …


19,000customers worldwide

4,000 customers in the cloud

90,000 contact center agent positions worldwide

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they trust us


transport & tourism retail bank and insurance industry & services

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takeaways:

we help you make

the difference

� international footprint

� comprehensive portfolio

� dedicated expert

regional teams

� expertise in multi-channel

customer relations

� innovation and performance

thanks to our Orange Labs


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Q & A

thank yougracias

merci

謝謝

��راً

dziekuje

multumesc

ありがとう

teşekkür

Orange Business Live 2013 Customer contact management breakout

Technology

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