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20 Minutes on Desktop Analytics: Top Uses in the 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
- 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
- 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™