Technological Innovation Driven by Winning Partnerships: Bankserv Africa
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CCMG After Forever Conference Day 2, Solutions Stream 12:00 - Technological Innovation Driven by Winning Partnerships: Bankserv Africa
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Technological Innovation Driven by Winning Partnerships: Bankserv Africa
- 1. Technological Innovation Driven by Winning Partnerships Call Centre Management Group 29 August 2014
- 2. Page 2 Agenda • Who are we • What we are presenting • The challenge • The approach • The statistics pre solution • The solution • The statistics post solution • Summary and way forward
- 3. BankservAfrica Integrated Page 3 Services
- 4. Page 4 BankservAfrica Integrated Services Overview • Vision – to be the benchmark of the contact centre industry • Wholly owned subsidiary of BankservAfrica • Manage 700 seats in Randburg • Capacity to grow to 1 200 seats • Strong corporate governance • Strong focus on customer service • Innovation drives the organisation
- 5. Page 5 What are we presenting
- 6. Page 6 What are we presenting • Integrated dialer solution • Involves: • SMS • Talking Tech • Voice • MMS • Links several systems • Reduces costs and improves results
- 7. Page 7 The challenge
- 8. Page 8 The challenge • Burning data • Low returns on investment • Poor brand image • Low staff morale • Treating everybody the same
- 9. Page 9 The approach
- 10. Page 10 The approach • Followed a typical client life cycle • Had the normal problems • Generated results beyond expectations • Example of what can happen when you collaborate • It is fun
- 11. Page 11 The statistics pre system
- 12. Page 12 The statistics pre system PTR Debit balances Cost to retain Total deposits Pre system 29% Not measured R195 R4.2 million
- 13. Page 13 The solution
- 14. Page 14 The solution • Segmented the data • Created a treatment plan per segment • Linked the systems so they operate as one • Automated all the processes to reduce human intervention and save time John Garde – Principal consultant at Principa “This model has never been implemented in SA before.”
- 15. Page 15 The solution High Treatment plan per segment Phase 1 Phase 2 Phase 3 Phase 4 Everyday Transactor Plus Design Mzanzi Phone SMS T - Tech MMS SMS T - Tech MMS SMS T - Tech SMS Phone MMS MMS Phone SMS T - Tech
- 16. Page 16 The solution CIC telephony system SMS Talking Tech CRM data base Debtors management system (LAW) MMS Many systems operating independently
- 17. Page 17 The solution CIC telephony system Debtors management system (LAW) Created a single interface SMS Talking Tech CRM data base MMS
- 18. Page 18 Basic call flows across all systems
- 19. Page 19 The statistics post system PTR Debit balance Cost to retain Total deposits Pre system 29% Not measured R195 R4.2 million Post system 47% R5.1 million R137 R566 million Improvement 62% N/A 29.7% R562 million No cost to the client
- 20. Page 20 Success factors
- 21. Page 21 R566 million total deposits R5.1 million debit balances collected 57 158 customers retained R137 average cost to retain
- 22. Page 22 99.9% uptime Out performed the business case by 200% Positive impact on the balance sheet True partnership
- 23. Page 23 Created employment Improved customer experience Enhanced the branch processes Provided valuable MIS
- 24. Page 24 Created a mobile app
- 25. Page 25 The way forward
- 26. Page 26 The way forward • Keep adjusting the segmentation model • White label the solution for other clients • Continue innovating • Continue adding value and enabling our clients’ success • Working other campaigns • Transition back into the clients’ call centre • Create more employment • Have more fun