20 Minutes on Desktop Analytics: Top Uses in the Back Office

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Learn how Desktop Analytics is being used in the back office.

Learn how Desktop Analytics is being used in the back office.

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  • 1. Desktop Analytics Back Office
  • 2. It’s not about the Headcount It’s about the customer Friction-less processes are what customers want & will pay for First Time Yield (across a workflow not just a step or an interaction) is KEY And so is the volume and velocity of work items one can produce Because somewhere there is a customer waiting & depending on it Welcome to the opportunity in the Back Office Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • 3. The Opportunity Many customer processes span front and back office The back office typically doesn’t enjoy the front office level of insight into force, load and skill However….If you can capture it, WFM can track it, schedule it and monitor both adherence and overall performance around it Making the desktop the surrogate ACD for overall process and service management Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • 4. Back Office metrics that matter Items worked per day Risk management – flags for review and audit First time yield Order to cash – steps, resources and time Issue to resolution – steps, resources and time Bottleneck isolation Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • 5. When Back becomes (like the) Front… Processes get examined for utility & cost And get defined SLAs and centralized reporting Resource planning models are flexed across departments (including front and back office) to maximize efficiency (speed) and effectiveness (quality) Front end orders and requests get followed up for maximum order to cash and minimum missed commits Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • 6. Customer & Employee Effort Recedes Number of end-to-end customer requests completed in X days Average end-to-end processing time reduced by X% Customer Satisfaction score improved by X% Reduction in repeat calls of X% Total number of calls reduced by X% Outstanding work volume (backlog) down by X% Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • 7. The workstation is a gold mine…. Workflow You can use the Discovery Studio to capture practically Milestones any business data or action for more surgical process improvement - even across users and departments Tag specific work processes for task time measurement and bottleneck isolation Capture specific customer intent, data changes and account actions for Big Data /marketing input Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • 8. Big Data to Big Impact Adding Value Contextualized Categorized Calculated Corrected Condensed Data Copyright © 2014 Cicero Inc. Adding Value Comparison Consequence Connections Conversations Information Adding Value Action-oriented Measurable efficiency Wiser decisions Knowledge Cicero Discovery - Desktop Activity Intelligence™ Wisdom
  • 9. How Discovery works Capture Store Analyze Desktop Activities • • • • • • • • • Session start/end System Information Active Window (focus change) Web page loaded Copy/cut Print screen Workstation lock/unlock Workflow Milestones Custom Data from Any Screen Copyright © 2014 Cicero Inc. Data Reporting • • • • • • • Collected in a Database Shared Network Drive Local Flat Files Web Service Enabled On- or Off-Premise Cicero Discovery - Desktop Activity Intelligence™ Real time, Historical 3rd Party WFM/PM System
  • 10. So you can know… People Processes Technology How employees actually work Steps, sequence and points of failure System, application usage and responsiveness Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • 11. Isolate Where & Why processes ‘break’ Simple Claims Process Review Credit Bottleneck: 48% of the Claims are in this step at >21 days. Drill down with Business Process and Data Monitors to find out Why? Check Fraud History Claim > $500 APPROVE Pay Claim Sub Process Review Large Claim Start Submit Claim End Wait for Report & Estimate REJECT Claim < = $500 Send Rejection Letter Review Small Claim Application Response: Employees wait for screens to refresh while navigating application. Copyright © 2014 Cicero Inc. Send Thank You Letter Training: Employees are not following steps using best practices. Cicero Discovery - Desktop Activity Intelligence™
  • 12. ID ‘weak’ points – Manual or Missing steps Simple Customer Service Inquiry Missing Process: CRM not updated consistently after technician completes work. UNRESOLVED Dispatch Sub Process RESOLVED RESOLVED Active Contract Troubleshoot Problem Contract Status? Phone Create Case Assign Case YES Customer Lookup End New Contract Sub Process Website Expired Contract Purchase Contract? NO Manual Process: Employee searches 2 different customer databases for status and contract details. Copyright © 2014 Cicero Inc. PCI Compliance: Credit card information is not masked for all users. Cicero Discovery - Desktop Activity Intelligence™
  • 13. Avoid Rework Hotel Reservation Process Is Room Available? No Customer Requests Reservation Take Reservation Details Check Room Availability Yes Notify Customer of Inavailability End Interaction Customer Agrees to Terms? No Provisionally Book Room Calculate Room Price Review Quote With Customer Yes Customer Rejects Cancel Provisional Reservation Credit OK? No Take Customer Details Send Credit Details to Agency Yes Notify Customer of Credit Problem Deny Reservation Email Confirmation Room Booked Credit Accepted Rework: Missing data field before release of work item or order to other departments. Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™ Provide Reservation Confirmation
  • 14. Load & Know Examples
  • 15. Business Use Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • 16. User Activity User Activity for 9/16/2013 100% 90% 80% User Activity as % of Shift 70% 60% 50% 40% 30% 20% 10% 0% Lee Business Use Copyright © 2014 Cicero Inc. Sue Rick Unapproved Business Use Peggy Personal Use Charles Unapproved Personal Use Helen Unclassified Cicero Discovery - Desktop Activity Intelligence™ Sharon Idle Time Steve Group Average Business Use Richard
  • 17. Application Usage Comparative Usage Group Average Neil Word 30 LinkedIn.com 25 Excel 20 Youtube.com Outlook 15 10 5 Amazon.com Salesforce.com 0 Facebook.com Knowledge Base Siebel CRM Inventory Mgmt Service Scheduling Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • 18. Applications Used Usage Activity by Application class Unapproved for Personal Use Approved Business Use Unapproved Business Use Youtube.com Approved Personal Use eBay.com Unapproved Personal Use Solitaire Unknown Application Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • 19. Cut/Copy Group Total Cut/Copy by User and Application Neil Word 80 70 60 50 40 30 20 10 0 Mike Excel Jim Outlook Salesforce.com Tony John Word Excel Outlook Salesforce.com Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • 20. System Restarts Total Minutes lost to Reboot by Shift Last App Used before Reboot 20-Sep Flickr.com LinkedIn.com Solitaire 19-Sep eBay.com Youtube.com 18-Sep Amazon.com Facebook.com Siebel CRM 17-Sep Salesforce.com Outlook Excel 16-Sep Word 0 50 100 150 200 250 0 TOTAL MINUTES LOST FOR REBOOT Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™ 10 20 30 TOTAL REBOOTS FOR PERIOD 40 50
  • 21. Time Lost for System Restarts Time Lost for Reboot John Jon Hal Tony Jim Keith Mike Tom Neil 0 20 40 60 80 100 120 MINUTES LOST FOR REBOOT 16-Sep Copyright © 2014 Cicero Inc. 17-Sep 18-Sep 19-Sep Cicero Discovery - Desktop Activity Intelligence™ 20-Sep 140 160
  • 22. Website Response Time Average Web-Site Response Times- 9/16/13 SECONDS TO LOAD 0 5 10 15 20 8:00-9:59am 10:00-11:59am 12:00-1:59pm 2:00-3:39pm 4:00-5:59pm Salesforce.com Copyright © 2014 Cicero Inc. LinkedIn.com CNN.com IntranetSite.com Bloomberg.com Cicero Discovery - Desktop Activity Intelligence™ MSNBC.com WebPortal.com 25
  • 23. Load, Tag & Know Examples
  • 24. Journey, Rep and Account Level Insight Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • 25. User Detail Report – Out of the Box Value Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • 26. BPO ‘Leakage’ Insight and Value Available for Production? The average user registered an Idle status (no keyboard or mouse activity for a minimum of 5 minutes) 4.4 times per day, when Available. Re-allocation of this accumulated time from Available to Unavailable increases Shrinkage to 45% “Leakage” represents a significant area of opportunity for better Operational Management Billed vs Required Staff Difference from Actual of 84 FTE x $29K per or $2.48m annualized. Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • 27. Bank mortgage origination CHALLENGES • Online mortgage applications taking over 4 days on decision to approve/not approve client • Losing customers to other banks due to wait and worry SOLUTION • Ran Desktop Analytics solution to determine automation opportunities • Reduced manual back office steps by 97% (editor function vs author) • Integrated and automated transfer of data from webbased application into back office decision support systems • Each application was clean for underwriting review within 57 seconds versus 12 minutes • Automated logical routines and prepped for manual review of key application items Copyright © 2014 Cicero Inc. RESULTS Cicero Discovery - Desktop Activity Intelligence™ • 100% error free information pass to underwriting • Average turnaround time to customer dropped under 2 days
  • 28. Fraud detection & prevention CHALLENGES • Manual review for potential fraudulent bank card use Copyright © 2014 Cicero Inc. SOLUTION • Ran Desktop Analytics solution • Isolate ‘true’ process and ‘best’ process • Automated the determined ‘best routine’ across 12 machines for automatic detection and initiation of a phased limiting of card power Cicero Discovery - Desktop Activity Intelligence™ RESULTS • $150K total solution cost • $24M in annual fraud coverage reduction
  • 29. Bank Account Opening – High Volume CHALLENGES • • • Manual, complex processes with numerous decision steps & a long training cycle Dozens of screens, hundreds of fields for each account type High error & reprocessing rate to do research and data correction Copyright © 2014 Cicero Inc. RESULTS SOLUTION • • A Smart Agent Desktop allowing for real-time process intelligence and automation as well as single sign on Specific automations to accelerate processes such as customer search, caller authentication, card and account maintenance, order checks and interaction/transaction wrap up Cicero Discovery - Desktop Activity Intelligence™ • Over 50% velocity (productivity) increase across the department • Continuously capturing business process events and milestones for operational insight • Initial indication of error and rework reduction over 20%
  • 30. DMG – Key Back Office WFO components that DA helps Real-time work allocation by employee, task and SLA Workforce Management to schedule staff based on service and cost goals (x% complete in Y hours) • Must take backlog into account Performance Management for quality control at the task/activity level to ensure First Time Yield and/or facilitate training , process redesign or automation Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • 31. DMG – 2013 DA Report Highlights The benefits of DA are substantial, quantifiable and can save users time, money and customers: As of the end of July 2013, DMG Consulting estimates there were 993 front and back-office customers using DA, an increase of 103.9% since 2010. The DA sector is expected to grow by 20%, 25%, 25%, 30% and 30% in each year between 2013 and 2017, respectively. These numbers may be conservative if DA really catches on in the back office, which employs three times more people than the contact center sector. Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • 32. Thanks! o In 20 minutes we covered 24 ways to use DA to get Back Office Done Better o Questions or Live Demo Requests o www.ciceroinc.com Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™