Match Made in Heaven: The Union of Content Management and Customer Experience Management

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For years we have worked on content management projects, aiming to increase the efficiency and automation of content intensive processes. As the need for automation continues to grow, the pressure from your competitors and the expectations of your customers increase along with it. The survival from this information surge will greatly depend whether your business has the knowledge and tools to enhance customer satisfaction and focus on business growth opportunities.

Not only do your customers and partners want prompt, quick service, they’re expecting comprehensive results. However, in order to do so we must have the ability to gather together ALL of the information that we have that relates to the customer. So how do we bring this all together?

In this webinar, we’ll discuss how businesses can:
gain efficiencies in their business transactions by managing all incoming information in one solution
integrate the interaction and responses to your customers in a true end-to-end business process
use advanced capture, semantic understanding and self learning to automate and enhance your customer service
We’ll also hear how a Kodak Alaris customer is making this work in their business unit – and how you can apply these same techniques in your own organization.

Kodak Alaris presenter: Rod Hughes -- GM, Software & Solutions

Published in: Business, Technology
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Match Made in Heaven: The Union of Content Management and Customer Experience Management

  1. 1. In association with: Presented by: Content Automation from End to End: Proven Tips for Improving your Business Presented May 7th, 2014
  2. 2. In association with: Presented by: About AIIM AIIM is the Global Community of Information Professionals We provide the education, research, and certification that information professionals need to manage and share information assets in an era of mobile, social, cloud, and big data. Learn more about AIIM at www.aiim.org
  3. 3. aiim.org/training • Enterprise Content Management Improve customer and staff engagement, ensure compliance, and automate business processes. • Business Process Management Map, design, and automate operational processes for your organization using a combination of strategies, change management, and technologies. • Taxonomy & Metadata Optimize navigation, findability, and information discovery through content classification. • Information Governance Create an information accountability framework that reduces costs, manages risk, and optimizes value. • Managing Records & eDiscovery with SharePoint 2013 Manage records, ensure compliance, and prepare for civil litigation requests. • Electronic Records Management Know what to keep and what to discard as volume, variety, and velocity of digital information intensifies. AIIM Training
  4. 4. • May 15 Toronto, ON, Allstream Centre • May 20 New York City, NY, Hotel Pennsylvania • May 22 Arlington, VA, DoubleTree by Hilton - Crystal City Hear it from the experts! Get the answers to ALL of your questions about using SharePoint 2013 to manage your content. www.aiim.org/seminars
  5. 5. Secure Your Success Demonstrate your ability to address and manage today’s information challenges www.aiim.org/certification Become a
  6. 6. In association with: Presented by: Follow AIIM on AIIM Community – @aiimcmty AIIM Info – @aiiminfo John Mancini – @jmancini77 Atle Skjekkeland – @skjekkeland Peggy Winton – @pwwinton Betsy Fanning – @bfanning #aiim #aiimwebinar #InfoGov Bryant Duhon – @bduhon Jesse Wilkins – @jessewilkins Doug Miles – @dougmiles00 Theresa Resek – @tmresek Ricardo Fernandez – @rickbfer Beth Mayhew – @bethmayhew #ecm #bigdata #erm
  7. 7. In association with: Presented by: Content Automation from End to End: Proven Tips for Improving your Business Theresa Resek Director AIIM Michael McBrien Principal Merlion Consulting, LLC Rod Hughes General Manager, Software & Solutions Kodak alaris AIIM Presents:
  8. 8. In association with: Presented by: “Customers expect us to know, and we DO know, we simply haven’t packaged the data to know.” Bank Executive
  9. 9. In association with: Presented by: Disruptive Change
  10. 10. In association with: Presented by: Customer Experience is about Bridging a Gap
  11. 11. In association with: Presented by: Disconnected interactions Two Paradigms to Change Customer Fulfillment
  12. 12. In association with: Presented by: The Conversation Used to be Simple… the enterprise Customer Contact Center In Person
  13. 13. In association with: Presented by: the enterprise Now There Are Many Channels Customer Contact Center Web In Person Mobile Social Communities
  14. 14. In association with: Presented by: Consumers Want to Engage through Multi-channels... 88% of consumers interact across multiple channels 48% of consumers state "Better Human Service" is the best way to improve cross channel conversations
  15. 15. In association with: Presented by: Consumers Want to Engage Through Social Media... 43% believe companies should solve problems believe companies should solicit feedback41% want customer service through Twitter38%
  16. 16. In association with: Presented by: Cross Channel Conversation
  17. 17. In association with: Presented by:
  18. 18. In association with: Presented by: Explosive Growth of Unstructured Content
  19. 19. In association with: Presented by: Silo’d Channels Cause Inefficiencies and Dissatisfied Customers
  20. 20. In association with: Presented by: Multi Channel Customer Service CRM Data ERP Manuals Communic ations Experts Feedback and Response Capture Recog nize Classify Extract Process Respond Enrich Suggestive Answer Auto Agent Capture Recog nize Classify Extract Process Enrich
  21. 21. In association with: Presented by: End-to-end Automation Process Efficiencies • Reduce manual workflows • Automate workflow with advanced classification • Automation of the entire process incl. integration with other systems Customer Experience • Integrate the Customer Responses • Provide comprehensive updates at any stage of the process ? i i
  22. 22. In association with: Presented by: Dynamic Workflows and Self-Learning Process Efficiencies • Flexible workflows, not limited to rules • Optimize processes based on exception handling Customer Experience • Understand and react to actual meaning of request • Provide relevant responses adopted to latest situation Data w w w
  23. 23. In association with: Presented by: A Real Life Example
  24. 24. In association with: Presented by: Case Study – Online Car Insurance  Leading online auto insurance company  8,600 employees  10 million customers  €5.5 B($7 B)in premiums  Exclusively processes customer dialogs via email and through their Web portal  Volume of about 50 million per year  Existing correspondence management solution offers limited functionality and cannot cope with increased processing volumes
  25. 25. In association with: Presented by: Challenges And Goals  Customer and case histories  Largely manual processing  No interface to legacy systems  100 different process categories  High processing volumes – requires stability and performance
  26. 26. In association with: Presented by: Key Customer Requirements  Automate  Content classification of incoming emails  Identification and extraction of relevant data  Validation against HOST system  Storage in third-party systems  Population of process-specific response templates  Implement  Centralized knowledge base that will also be utilized in self-service on the website
  27. 27. In association with: Presented by: Realized Results And Benefits 25% Web Inquiry Automation 80% Automatically Assigned 40% Automatically Transferred Considerable Time Reduction per Case
  28. 28. In association with: Presented by: Kodak Info Insight – A Cross-Company Platform Response Mailroom Self Service Knowledge Web Scout Accounting Claims Mailroom … Sales Mailroom Customer Service Marketing Data Extraction Text Mining Fuzzy SearchOCR/ ICR Classification Data Mining Data Retrieval
  29. 29. In association with: Presented by: Key Benefits Of Kodak Info Insight  A single platform handles Multi-channel input  Unparalleled handling of unstructured content  Full automatic input processing  Dynamically adjusts to new business situations  Platform independency and open integration  Reliable, secure solution that grows with your needs
  30. 30. In association with: Presented by: Discuss further? See you at booth xxx in the exhibition hall Do you want to discuss further? Contact us: Michael McBrien: michael@merlionconsulting.net & Rod Hughes: rod.hughes@kodakalaris.com Or Visit our Website www.kodakalaris.com
  31. 31. In association with: Presented by: Questions?
  32. 32. ECM Toolkit Learn how you can improve and automate how you manage content. Access AIIM’s 2014 BPM Member Toolkit at www.aiim.org/ecmtoolkit Professional Members have full access to AIIM’s premium content. Expert Advice, How to Guides, Webinars, and a 90 Day Action Plan
  33. 33. In association with: Presented by: AIIM Resources www.aiim.org/research Download AIIM Studies
  34. 34. In association with: Presented by: This survey will open in a new window. (or click here) Tell us how we did today, and offer suggestions for topics of future events. Survey
  35. 35. In association with: Presented by: Upcoming Webinars May 28th Microsoft Practices What They Preach: Rethinking Records Management with SharePoint June 4th 5 Rules to Do Mobile Capture Right Register Today at www.aiim.org/webinars View our library of Webinars On Demand www.aiim.org/WebinarsOnDemand

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