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Introduction to numero 30 th July 2012

Introduction to numero 30 th July 2012. Proposed Agenda. Introductions and Objectives About City Link Business Strategy, Challenges, Opportunities Contact Centre Operations About numero The multi-channel Customer Experience Challenge? The numero solution

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Introduction to numero 30 th July 2012

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  1. Introduction to numero 30th July 2012

  2. Proposed Agenda • Introductions and Objectives • About City Link • Business Strategy, Challenges, Opportunities • Contact Centre Operations • About numero • The multi-channel Customer Experience Challenge? • The numero solution • Where do we think we can help? • Discussion and Next Steps • Please ask questions throughout

  3. The Challenge – world class multi-channel Customer Interaction...

  4. The Challenge - Demographics Fire and forget consumerist Silver surfer Old fashioned service lover Digital DIY dude No nonsense trouble shooter Grumpy old man

  5. The Challenge – What the research says… • Voice is unpopular- 48% of consumers said the telephone is the most frustrating customer service channel, 8 times more frustrating than web chat and 3 times more frustrating than email (Econsultancy) • Voice is expensive- Telephony is the single most expensive customer service channel costing circa £2.50 per call(Gartner) • Voice is avoidable- 57% of inbound calls are from customers who had tried to resolve the issue online before calling (Customer Contact Council) • Email is a huge, hidden cost - Each incoming email / Web forms costs business £1.50 per email on average (Econsultancy) • Online and instant is crucial - 44% of online consumers say that having questions answered by an agent while in the online was one of the most important features a website can offer (Forrester Research) • Self serve works - Well deployed Web Self Serve should remove 25%+ of inbound contact centre work. (Customer Contact Council) • Social Media is now! - 20% of customers aged between 16-24 prefer to interact with customer service on social media (Econsultancy)

  6. The Challenge - City Link Business Single view of customer Experience History Story Update on delivery Update on Incidents Seek customer satisfaction info Promote offers Promote new services Provide account updates / billing • Where is my parcel? • I want to rearrange my delivery • Where is my nearest depot? • My goods are damaged • I want to return an item • I am not happy Web Chat / IM Email Social media SMS Mobile Apps Telephony Document Self Service Consistent Service Proactive Service

  7. The Challenge – City Link Business

  8. The Solution – About numero

  9. The Solution - About numero numero enable customer focussed organisations to deliver exceptional experiences to their customers however they choose to communicate whilst dramatically reducing operational cost Who To develop, deliver and support the most advanced multi-channel customer interaction management solutions for the World’s leading and forward thinking organisations where the customer experience is truly valued Mission Engagement Method Delivery Approach Software Platform What numero interactive Class leading Enterprise scale numero pro Agile yet results driven numero act Business led, ROI centric To deliver excellence and to always act with integrity, agility and pragmatism ensuring the customer is central to all we do, all of the time. Values

  10. About numero • numero supply ‘best of breed’ enterprise class multi-channel Customer Interaction Management solutions “numero interactive” • Enhance Customer Experience and Journeys • Drive Contact Centre Efficiencies, reduce workload, deflect contact • Increase sales revenues • numero interactive is a platform which combines a number of modules... • Single Agent Desktop • Business Process Automation • CRM • Content Management System / KB • Reporting and Management Information

  11. Solution Operation Phone Web Twitter Email White-mail Call-backs SMS XML Chat etc… InboundGateway Enrichment Workflow OutboundGateway Workflow A CTI/IVR Billing Workflow B Self-Serve Web Suite Fulfilment CRM Resource Manager Legacy Knowledge Base Universal Queue • Agent Availability • Agent Skills • Queue Size & SLAs Back-OfficeSystems Work Control Unified Agent Desktop Status Information Supervisor Console Customer & Case - CRM ‘Lite’ MIS Analytics

  12. About numero - Clients and Partners ◄ ►

  13. About numero - 2011 Deliveries New multichannel, back office  and web self service mortgage platform Complete contact centre, back office and web self service platform Complete contact centre and back office platform. IT rescue project. New web self service and new social platform New web self service & social media platform Full contact centre / back office New multi channel  contact centre and back office platform Created high quality, class leading references in multiple industry sectors in record time

  14. About numero - 2012 Projects

  15. About numero - numero interactive platform

  16. About numero – Solution Components Fax XML / SQL Document Handling Email SMS Text Social Network Web Service Telephony Websuite Web Forms CTI Gateway Enrichment Dynamic FAQ Dynamic Data Forms Secure Messaging Single Agent Desktop Personal Page Scripting Content Management System (Knowledge Base) Call Me Back CRM Portals B2C & B2B Call Backs Call Backs Business Process Automation Salesforce Oracle IBM Websphere Parcel Tracking / Back Office Systems Reporting & Management Information

  17. Where we could help

  18. Where we could help? • Agent Productivity and Efficiency • 9 applications on desktop...increased AHT, agents concentrate on systems not customers....Limited back office integration leading to manual tasks • Voice centric – most costly customer channel • Web Self Serve / Deflection • No Dynamic FAQ, No deflective contact us • Web invites voice contact • Email Management • Manual email management, multiple inboxes • No automation or work flow • Lack of MI around email interaction and customer experience • Social Media, the 360° Customer View and the Customer Experience • Silo based approach • No single solution for Facebook, Twitter and Buzz outreach • Strategic desire to serve receivers through THEIR selected channel

  19. Where we could help - Email Management • 1. Assumptions: Agent Cost of ≈ £14 / hour • 2. Based on typical client deployments of numero interactive with NLP, integration and automation

  20. Email Case Studies - Tesco

  21. Email Case Studies - Argos

  22. Email Case Studies - Kitbag

  23. Where we could help – Agent Productivity • Single Agent Desktop • Voice, Email, Web Chat, Messaging, Mobile, Social, Knowledge Base all on one screen • Reduced training need • Empowered agent - Reduced AHT and increased FTR • 360° Customer View • Full Customer and Case View • Channel agnostic • Business Insight • Complete MI across ONE application • Agent Productivity • Our clients typically gain 33-50% uplift Empowering the agent in one desktop allows the agent to concentrate on the customer not the IT systems. Increasing AHT and driving customer experience

  24. Where we could help – Web Self Serve • 57% of consumers across all age groups will search for an answer to a question online first • 30% of inbound calls are from customers on the company's website at the same time that they are talking to an agent on the phone • Utilises same Knowledge Base as Customer Service advisors to provide consistent message across channels • Typical reduction of 25% of incoming contact...some of our clients have achieved 33%+ reduction in FTE When customers self-serve not only will they have a better customer experience but it will dramatically reduce inbound contact giving a huge cost saving in FTE

  25. Where we could help - Summary • Improve Customer Experience - numerowill enhance your customers’ journeys across any channel they elect to communicate with you • Reduce Cost to Serve - numero will drive improved contact centre efficiencies and productivity allowing significant FTE reduction and cost savings • Embrace Social Media - numero is social media ready. Facebook and Twitter monitoring right into the Contact Centre • Gain True Customer Insight - numero will give you full 360° customer view, customer behaviours and unparalleled business insight • Proven Delivery – numero have delivered to the largest organisations in retail, logistics, financial services and public sector • Risk / Reward - Each engagement we undertake is predicated upon a positive ROI return through business case proposal and risk sharing “skin in the game”

  26. Summary - Testimonials “Quite simply put, numero are one of our 3 key strategic technology partners” “numero has consistently delivered on time, to budget and offered excellent post implementation support. In fact they have exceeded all our expectations” “numero can be trusted to deliver world class solutions” “As a leading BPO we have evaluated all the main multi-channel interaction solutions and numero is streets ahead both as a partner and technology” “A superb company to do business with” Greg SmithGroup CIO, Yodel (formally DHL UK) Pete ConnerGroup CIO, Argos (Home Retail Group) BirgerThorburnGroup CIO, Cable and Wireless Vic GysinGroup COO, Capita Jamie HughesHead of Customer Service, Tesco.com

  27. Next Steps – Our Approach

  28. Next steps – Our approach Engage – Introduce numero, understand client’s operation, evaluate potential Study– Review business functions, identify opportunity, quantify benefits numero Act Playback– Present findings, proposed solution, projected benefits and ROI Approval – Acceptance of ROI and solution, budget secured and contract agreed Elaboration– Detailed design documentation and project planning Construction– Build of solution using Unified Process approach numero Pro Transition– UAT, Training, go-live support, on going support and maintenance

  29. Thank you Ian Daintith Account Director ian.daintith@thisisnumero.com +44 7590 828540

  30. Capabilities

  31. Web Chat • The right chat, at the right time, with the right customer... no wasted chats • Rules Based Web Chat Engagement – known customer, time on site, checkout stage, basket contents, purchasing history.... • 360 Degree view of customer fully integrated to case and customer records • The most cost effective customer engagement channel circa 40p per session... • ~10% increase in AOV through cross sell... • 25%+ baskets closed when chat engaged with numero... Web Chat and Call Me Back branded online examples numero interactive user interface

  32. Single Agent Desktop

  33. Integral Knowledgebase

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