0
fi31'ce0Zm, 
CTI:  Ringing in Customer Loyalty *9

Track 1 2 Becoming Customer Centric

Marco Casalaina - Sa| esforce. com
...
The Challenge For Salesforce. com . fi"'CeQ. éZu: 

Support the phone system you have

On-Premise Call Centers On-Demand Ca...
Our Strategy  

Provide a toolkit for partners who are experts in
telephony systems

Make it easy for them to create a kil...
Jfi1'cc(l7mT_, 

 
GFIVOX

Christoph Mosing

Vice President,  Professional Services

Christoph. mosing@envox. com
envoxphon...
“      A   at  9
 prvidegr  ‘IP-based;   silutinsi

  

Over 1,000,000 Contact Center Agents Served
Over 1,250,000 IVR Por...
Introducing Envox PhoneLink 

Adds telephony functions and provides instant access to
customer data contained in Salesforce
frrce
.1

Benefits of CTI — Screen-pop

SAVINGS TRANSLATION

~ Average call duration:  210 sec
° Average savings per call:...
firce

Benefits of CTI — 360 View of Customer’

BENEFIT TRANSLATION

Improve Agent Efficiency
Handle more calls

Increase ...
SAVINGS TRANSLATION

Agent cost per hour:  $25
Dial-misdial-redial time:  20 sec
Savings per misdial:  $.14
Min Savings/10...
Value of CT] to Your Call Center
Realize the value of your CRM system using CTI

improve agent efficiency
Capture critical ...
Envox PhoneLink . fi’rC°%

@

Hilton
Trawsunion. 

Introducing
InTouch

Robert J Callaci
VP — USIS Sales Operations
rcalIaci@transunion. com

M urugan Gtellasa...
Trawsflnion. 

Better Decisions 3,
Begin with TransUnion

  

Through superior infcrn‘ EtlO'l and : ‘ s’

ight.  .‘
we can ...
fir 07
Why Salesforce. com J Ice-CF: 

Trans Union's New Way of Doing Business
Pursue and attain aggressive growth goals

A...
InTouch Roadmap

. . : 
- . 
. 3
3,‘. 
‘.7
J. 

. 

/ : rzjw.  (41: M. 
’ _' “I;  » ‘ v‘

_ u,  wire
Business Goals for Service 8. Support drc; u_ifi>fCe, Qe

Provide 36o°viewofCustomer J
Use Service & Support module (Cases)...
Salesforce Call center - Telephony Intégrafidfifim

     
         

' Cllsaun Pop

.  “"1 mu Iudbad‘ __, __. . ‘-.  - 360 V...
O7

r""i'"‘T' V

-—n¢_~_J_. _—__

Before I11Touch - Cases &Activities ftrce

 

 Srhitfliiln (l1r: (llll€(l Date? 

Follow ...
Salesforce Call Center Implementation

   
  
   

Data Migration 0 Imported all comments and
notes from legacy system

— ...
Project Implementation lMgt Expectations fme
J o

9%? 

Oppty! 'Case. *Lead
Qu otas

Knowledgebase usage

Case close rules...
CSS — Cases Today

Avg taco nlnarlorl : r>: ;'<) - 1‘I’l'| 

hum:  Duo 0

can . u''. - m. r~ U-; ,v ch. ‘ -1 l. nu. ~ 1:: ...
Results Anal sis — Avera e Call Times
Inbound Call Time Avg

  
   
 
     

Inbound call duration on
CTI calls are approx...
Results Analysis - Opportunity Analysis

 

Winsllnalysis
was 1

15096 -I
10096 4

50961

Tullwon Opply Same Day Wins Zweu...
Lessons learned ‘fin-C307 T

Detailed study of existing phone/ IT
F infrastructure prior to implementation

E Allow more ti...
What next? 

Improved
Customer
hxperlence

fircc
.2

 

O7

r""i'"‘T' V

-—n¢_~_J_. _—__

/ I}: 
.
QUESTION & ANSWER
SESSION

m]C, §.f6rCe. COrn@ Marco Casalaina
 0" D-~~nd’ Product Manager,  Call Center

Christoph Mosing...
Upcoming SlideShare
Loading in...5
×

S B C003 Danzelaud 091707

790

Published on

Full session information and video available on successforce.com.

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
790
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
16
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Transcript of "S B C003 Danzelaud 091707"

  1. 1. fi31'ce0Zm, CTI: Ringing in Customer Loyalty *9 Track 1 2 Becoming Customer Centric Marco Casalaina - Sa| esforce. 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 6; (Vj/ ;’/1 ((1: it/ . ’ _ 1,3 II‘, /’Li. -'‘ I / /Jr .
  2. 2. The Challenge For Salesforce. com . fi"'CeQ. éZu: Support the phone system you have On-Premise Call Centers On-Demand Call Centers - Av/ .yA "c'. ';'c'. '.' A d V _ _ 2 " 8!‘! ora , "r. c' . . I : i’: ;."’“"“”' NEIRTEL ‘ R """" " _‘ ‘‘”‘~‘'”'‘_- ‘ ' "V K)‘ —l~_-qurphone_ / c'''’ /1} 1" f’. ’/’. ((12 1'0’. I _”/ .4 / /j / lliu‘
  3. 3. 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 O U111 GICJI -: alIe'l) 5 55551212 IIVRIJI 1'0 ’ Corbct Encn him Tfib L§| .1L ‘A; E‘m__ Dr-grvlmvnl M; g-jun
  4. 4. Jfi1'cc(l7mT_, GFIVOX Christoph Mosing Vice President, Professional Services Christoph. mosing@envox. com envoxphonolink@onvox. com 5C8—€. E)8-2000 www. envox. co m ,4; «ff/ ,// .~(((v. in’. I — 1,} ’ ‘I_ I7: / Mr. "
  5. 5. “ A at 9 prvidegr ‘IP-based; silutinsi Over 1,000,000 Contact Center Agents Served Over 1,250,000 IVR Ports Deployed Worldwide ' "" . "‘&: r~[ . , . , ; T‘ :3
  6. 6. Introducing Envox PhoneLink Adds telephony functions and provides instant access to customer data contained in Salesforce
  7. 7. frrce .1 Benefits of CTI — Screen-pop SAVINGS TRANSLATION ~ Average call duration: 210 sec ° Average savings per call: $0.57 - Savings per 1000 calls: $570 -- Agent answers the initiating a screen call. .. pop
  8. 8. firce Benefits of CTI — 360 View of Customer’ BENEFIT TRANSLATION Improve Agent Efficiency Handle more calls Increase Customer Satisfaction - "Warm" handof‘ for mu| ti—agent contacts - No need to restate information Improve Accuracy of Data Entry - Single click to add entries Agent can add comments
  9. 9. SAVINGS TRANSLATION Agent cost per hour: $25 Dial-misdial-redial time: 20 sec Savings per misdial: $.14 Min Savings/1000 calls: $140 ,4,iNIi_. uw». ,a_u '3ti«lIl -in-1:4:-n IIH " -__ 7/rm iraflb/ r ’ t «i; "'fii -. -_.3,~; ,
  10. 10. Value of CT] to Your Call Center Realize the value of your CRM system using CTI improve agent efficiency Capture critical data from callers Improve customer service ‘/23 4‘/1'. ’/.5('((r. 6’. I 3.1,; ,_ ,7; I , M. » {I} r . Jfirce
  11. 11. Envox PhoneLink . fi’rC°% @ Hilton
  12. 12. Trawsunion. Introducing InTouch Robert J Callaci VP — USIS Sales Operations rcalIaci@transunion. com M urugan Gtellasamy CRM Manager - USIS Sales Operations mchella @transunion. com "37r". e'. .7'. .'? .'. :T’. ' M w '11 uncut 8 around; 3 il l1rsLmiir assar. ms.
  13. 13. Trawsflnion. Better Decisions 3, Begin with TransUnion Through superior infcrn‘ EtlO'l and : ‘ s’ ight. .‘ we can help ycu . :~. ;hicve -wore. / J H. -adqaam-mrlint hiragn J Sr: Iut ions I") ' more '_h 3 -I 5-: l,c-oobusirvasses wnrlrl wi rip E . >In-nus grid L-i. l is. -inns - my in lllauju ffilIt'i’Vi°'§i‘l". L-(i““i nenr< M 'nta r'scredithis"" : >n31e; t "rated Iilll-_ii_: .In-. .iii -
  14. 14. fir 07 Why Salesforce. com J Ice-CF: Trans Union's New Way of Doing Business Pursue and attain aggressive growth goals Align resources against pockets of opportunity Fit and Focus Improve sales operations by investing in sales force automation tools and improving our RFP process ": )L :11 / «L i"fi’. ’/. ((12 i’f, ~’. I _”/ .4 / /j / Ilia‘
  15. 15. InTouch Roadmap . . : - . . 3 3,‘. ‘.7 J. . / : rzjw. (41: M. ’ _' “I; » ‘ v‘ _ u, wire
  16. 16. Business Goals for Service 8. Support drc; u_ifi>fCe, Qe Provide 36o°viewofCustomer J Use Service & Support module (Cases) in Salesforce. com to manage and track support requests] issues. Up-sell to customers as part ofsupport conversation. l identify bottlenecks in supportoperations by providing operational metrics. Improve productivity of support representatives by using acvanced call trackingfidentifying tecwnology.
  17. 17. Salesforce Call center - Telephony Intégrafidfifim ' Cllsaun Pop . “"1 mu Iudbad‘ __, __. . ‘-. - 360 View ol tnstomer - linked to on History A s, -——‘: *—-u l. l.l}I, 'T| l’, ll . .. ,. ' -: _. C‘; ;. ,+i2a': .r. r/. /.» : ‘ - UpSc| l(}ossS¢| l - Reporting - (lose one , - 01:: Management - Routing and Blation ° flnaill Phone (bmmunianion - Publish Solution ‘lb knowledge Base ' Snub Knowledge Ba“ ' Integrated Sales and Ant Ihta
  18. 18. O7 r""i'"‘T' V -—n¢_~_J_. _—__ Before I11Touch - Cases &Activities ftrce Srhitfliiln (l1r: (llll€(l Date? Follow Up J Complete - Follow Up J (uiitcl follow Uii . ’allHiilory lll-. -‘i, 'I. -I--iii - :11‘ 1 PL‘. l T ‘-li‘ li‘ii“i‘lI‘u’i I-‘I’ It‘ I‘ "T, ’l"l“'l. ’l ‘JiT“>"‘l . ‘ll Ill", 3 EDIL-T - : li: 'lL'llt: ,. :il‘ . ‘li: .l A: .l-L'. l ». ll '3 Case status not available for transferred cases Case load by rep not visible ([5,? /A i; ‘:"r ' _ ‘ _ / ,, g, '71’ ,1“, Case trend or type analysis not possible l
  19. 19. Salesforce Call Center Implementation Data Migration 0 Imported all comments and notes from legacy system — History as reportable activities 0 Accounts 0 Contacts Modules - Opportunity Launched ° Case‘ 0 Leads 0 Solutions /1‘ )l'(. C
  20. 20. Project Implementation lMgt Expectations fme J o 9%? Oppty! 'Case. *Lead Qu otas Knowledgebase usage Case close rules (close loop) Web Lead Response SLA [H
  21. 21. CSS — Cases Today Avg taco nlnarlorl : r>: ;'<) - 1‘I’l'| hum: Duo 0 can . u''. - m. r~ U-; ,v ch. ‘ -1 l. nu. ~ 1:: :1'; a*¢. ~ Lust: :1 ‘. -:1): -'. ' f'. 'a ‘AlV'1»v’ MIIuUI| s' Case Volume - Y“) in! 1' I‘. §( 1.‘ mun-on nun- Ih vet A: I‘-r ‘. v¢ ‘I-nl }l! ':n) .1-I- '. ‘EQ! ¥ Ia‘-ll '-mm E901 : rooaovt. -.. :;-1|" Wuukh Cebu Vxuluuru - l. oL‘O D11» Inullui Oplll I’. a<os by Iglnr - MTI1 ~""I| ‘“ Ihflul I '-, - . .. um I ll. Cuunn (‘molly flow-I 42i'. :‘. XlI1.‘: r tau I I. .. l4I. l NYC- H: w.arvI~Z M119 7‘ ‘ Mg‘! ‘:7 JIWEYJL fl‘! -U ’| ‘.lc’I“ f. ¥I'. I'D "I Z rruu '. uu'. 's I’-'9 '- V16"-a‘ -In. .1" I1t¢-rwnl TI. nag-wwrvrmatr L‘= Ia analysis 5u. '.m. n I! up I~‘Gl"I. 'lIl'SfIfS ILIIO. '!.1£Il. !JL'$! J; -.; ;_1fi’1‘C“—Q,7.g, (‘lent ruaul Ky igflnt - M'I'n - 'IUl. lI' 2 Inxalshi I JI P! !! I ‘I: ma canon Us‘ It'll! M II) '! ¢( 1 C01"? 1*“ ya . ---v.1 lruv us -. .r. ".~i. - «'14-". ‘ HOU“t’Il In ‘J c 'uAm'. . ‘D0 IDCIIIO
  22. 22. Results Anal sis — Avera e Call Times Inbound Call Time Avg Inbound call duration on CTI calls are approx a minute less than non CTI calls. Outbound Call Tlme Avg * CT| Non-CT| 2.30 2.18 Outbound call duration 7-7° on both lines have gone 2.15 M; up by approx 10% since launch. 2'10 2-13 2'05 ‘ 2.08 2.10 _ _ H 7/; rg/ gxéaflgzrm '
  23. 23. Results Analysis - Opportunity Analysis Winsllnalysis was 1 15096 -I 10096 4 50961 Tullwon Opply Same Day Wins Zweuts '»'ins
  24. 24. Lessons learned ‘fin-C307 T Detailed study of existing phone/ IT F infrastructure prior to implementation E Allow more time for CTI testing -T Confirm your expectations of product l functionality priorto signoff [: Training- Invest in it T I: Improve contact data quality T ,5} i"fi’. ’/. ((12 i’f, ~’. ’ _' ’I‘ » ‘ i’ . _ u, /Ilia‘
  25. 25. What next? Improved Customer hxperlence fircc .2 O7 r""i'"‘T' V -—n¢_~_J_. _—__ / I}: .
  26. 26. QUESTION & ANSWER SESSION m]C, §.f6rCe. COrn@ Marco Casalaina 0" D-~~nd’ 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 . ‘ ‘[I‘)fLit. ‘,'07 _ W
  1. Gostou de algum slide específico?

    Recortar slides é uma maneira fácil de colecionar informações para acessar mais tarde.

×