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S B C003 Danzelaud 091707

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S B C003  Danzelaud 091707 S B C003 Danzelaud 091707 Presentation Transcript

  • CTI: Ringing in Customer Loyalty Track 1: Becoming Customer Centric Marco Casalaina – Salesforce.com Product Manager Christoph Mosing, Envox Vice President Professional Services Robert J. Callaci , TranUnion Vice President, USIS Sales Operations Murugan Chellasamy, TranUnion CRM Manager, USIS Sales Operations
  • The Challenge For Salesforce.com  Support the phone system you have On-Premise Call Centers On-Demand Call Centers
  • Our Strategy  Provide a toolkit for partners who are experts in telephony systems  Make it easy for them to create a killer integration with Salesforce
  • Christoph Mosing Vice President, Professional Services christoph.mosing@envox.com envoxphonelink@envox.com 508-898-2600 www.envox.com
  • Envox Worldwide: Leading global provider of IP-based voice solutions Over 1,000,000 Contact Center Agents Served Over 1,250,000 IVR Ports Deployed Worldwide
  • Introducing Envox PhoneLink Adds telephony functions and provides instant access to customer data contained in Salesforce =
  • Benefits of CTI – Screen-pop  Screen-pop cuts 20-60 SAVINGS TRANSLATION seconds per call • Save 5 hours for every 1,000  Average call duration: 210 sec • Average savings per call: $0.57 calls made • Savings per 1000 calls: $570  Provide agents with the information they need to improve first call resolution Agent answers the … initiating a screen call… pop
  • Benefits of CTI – 360 View of Customer BENEFIT TRANSLATION  Provides immediate info to agentsAgent Efficiencyis calling Improve about who and all more calls previous customer • Handle interactions Satisfaction Increase Customer • ”Warm” handoff for multi-agent contacts • No need to restate information  Eliminates the need for customers to repeatEntry Improve Accuracy of Data • Single click to add entries information if the call needs to be transferred Agent can add comments
  • Benefits of CTI – Quick Dial  Up to 10% of calls are mis-dialed SAVINGS TRANSLATION  The cumulative time and financial cost of these errors can be substantialper hour: Agent cost $25 Dial-misdial-redial time: 20 sec  One Click dialing using Envox Savings per misdial: $.14 PhoneLink eliminates this Min Savings/1000 calls: $140 problem Agent clicks to dial
  • Value of CTI to Your Call Center  Realize the value of your CRM system using CTI  Improve agent efficiency  Capture critical data from callers  Improve customer service * Fo re ca st CRM so ftw a re , W o rld w id e , 2 0 0 5 – 2 0 1 0 . ^ July 2 0 0 6 , G a rtne r
  • Envox PhoneLink
  • Ro be rt J. Callaci VP – U SIS Sale s Ope ratio ns rcallaci@transunio n.co m Murugan Che llasamy CRM Manage r – U SIS Sale s Ope ratio ns mche lla@transunio n.co m
  • Why Salesforce.com  Trans Unio n’s Ne w Way o f Do ing Bus ine s s  Purs ue and attain ag g re s s ive g ro wth g o als  Alig n re s o urc e s ag ains t po c ke ts o f o ppo rtunity  Fit and Fo c us  Impro ve s ale s o pe ratio ns by inve s ting in s ale s fo rc e auto matio n to o ls and impro ving o ur RFP pro c e s s
  • InTouch Roadmap
  • Business Goals for Service & Support
  • Salesforce Call center – Telephony Integration 1. Identify 6 . Survey • C I Scre e n Pop T • Re al Time Fe edback • 3 6 0 vie w of custome r •L inke d to Case History 5. Close 2. Record • Up Se ll Cross Se ll •C ase Manage me nt • Re porting • Routing and Escalation •C lose C ase Analytics 4. Communicate Solution 3 . Research & Resolve • Email / Phone C ommunication • Search Knowle dge Base • Publish Solution T Knowle dge Base o • Inte grate d Sale s and Acct Data
  • Be fo re InTo uc h – Cas e s & Ac tivitie s
  • Salesforce Call Center Implementation
  • Project Implementation / Mgt Expectations
  • CS S – Cas e s To day
  • Results Analysis – Average Call Times Inbound call duration on CTI calls are approx a minute less than non CTI calls. Outbound call duration on both lines have gone up by approx 10% since launch.
  • Results Analysis – Opportunity Analysis Total win count up by 17% Same day wins up by 182% 14 day wins up by 83%
  • Lessons learned
  • What next?
  • QUESTION & ANSWER SESSION Marco Casalaina Product Manager, Call Center Christoph Mosing Vice President Professional Services Envox Robert J. Callaci TransUnion | Vice President, USIS Sales Operations Murugan Chellasamy TransUnion | USIS Sales Operations