La diversidad y complejidad de los productos y servicios financieros, genera desafíos al área de servicio al cliente, en aras de garantizar una atención ágil y oportuna a través de los múltiples canales.
A través de la implementación de estrategias apalancadas en Microsoft Dynamics CRM, logre la diferenciación de sus competidores y mejore la rentabilización de sus clientes.
Microsoft Dynamics CRM - Servicio al cliente: Servicios financieros - IMIX
1. Estrategias para mejorar la
satisfacción del cliente de productos
financieros
Imix Consulting
Junio 2016
2. Dynamics CRM – Instituciones financieras
Condiciones del mercado
Entrada de actores internacionales
Nuevos actores no bancarios (Fintech)
Sistemas de pagos
Pasarelas
Tarjetas de crédito
Préstamos de nicho
Giros & Remesas
Reducción de brechas a nivel de producto
Bancarización
Revolución digital / Bancos totalmente digitales
Bajos costos de infraestructura tasas
y precios
Repensar el banco se vuelve una necesidad
3. Dynamics CRM – Instituciones financieras
Restricciones y condiciones
• Complejidad natural
• Jerarquías
• Flujo de procesos
con intervención de
múltiples áreas
• Información
incompleta o poco
clara
• Diversos sistemas
• Múltiples tecnologías
4. Dynamics CRM – Instituciones financieras
Desafíos
• Atraer y retener clientes
• Conocimiento del cliente
– Personalización de la experiencia.
– Entender sus motivaciones, necesidades y deseos
– Evolución del cliente
– Segmentación
• Empoderar al cliente de sus finanzas
• Soluciones mas allá que oferta de productos (push)
• Interacciones fluidas (sucursal, contact center, digital)
• Movimiento hacia canales mas económicos
– Balance canales automatizados e interacción personal
5. Dynamics CRM – Instituciones financieras
Estrategias
• Tercera razón para el cambio de banco
después de tasas/cobros y ubicación
• Eliminación de brechas o ficciones en los
procesos
• Reducción de la intervención manual
innecesaria en los procesos
• Integración corporativa
• Personalización de productos
• Transparencia en tarifas y costos
El único factor bajo el control de la entidad es el
servicio o experiencia del cliente
6. Dynamics CRM – Instituciones financieras
Panorama del servicio al cliente
• Los clientes de bajos ingresos prefieren los
canales mas costosos.
• Fomentar transferencia de canales
• La duración promedio de llamada es muy alta.
• Identificación y enrutamiento óptimo previo
• Dificultad de acceso al historial
• Flujo ineficiente de información
• Costos elevados de transacciones
• Trabajo off-line
• Desacoplamiento y falta de integración
7. Dynamics CRM – Instituciones financieras
Barreras en el servicio
• Operación en Silos
• Canales mas económicos con
experiencia inferior para el cliente
• Automatizaciones vistas como un
ahorro para el banco y no un
beneficio para el cliente
• Fricciones en el procesos
– Autenticación en IVR no integrado con
transferencia a agente
– Múltiples validaciones a lo largo del
proceso
– Historial no disponible a los agentes
• Experiencia afectada por
consideraciones adicionales (e.g.
seguridad, cumplimiento)
• Disminución de contacto personal
– Cross-sell
– Up-sell
– Decisión previa a la oportunidad
presencial
8. Dynamics CRM – Instituciones financieras
Diseño de experiencia de usuario |
CX
• Entender las necesidades del cliente: Lealtad y concentración de
wallet.
– Transparencia
– Diseño de capacidades centradas en el cliente
– Enfoque en resultados del cliente. (Apostamos por usted) Asesoría
– Ecosistema de beneficio mutuo
• Integración de canales
– Opciones de autoservicio
• Profiling & Segmentación: “One size fits all”?
– Segmentación
– Ofertas x segmento
– Priorización en la atención
• Personalización
– Preferencias en la comunicación
– Marketing in-bound personalizado
• Soporte y compromiso proactivo
• Workflow sin fricciones
9. Dynamics CRM – Instituciones financieras
Expectativas del cliente
Mas simple y claro • Transparencia de cargos y simplicidad de
ofertas y comunicación
Ayudar a los clientes a
tomar las decisiones
financieras correctas en un
ambiente complejo
• Mas y mejor asesoría
• Personalización de la experiencia
• Perspectiva holística, no por silos o producto
• Contact center como canal de asesoría
• Mayor uso de datos y canales digitales
• Contenido dinámico
Trabajar con los clientes en
sus problemas
• Experiencia de solución de problemas
enriquecida
• Notificar, solucionar y escalar
10. Dynamics CRM – Instituciones financieras
Multi-canalidad
Agent ExperiencePhone
Email
Chat
Social
Community
MessagingWeb
Video
Internet of Things
Cobrowse
• Innovación digital se
convierte en un
elemento crítico para
atender y anticipar las
necesidades del cliente
15. Dynamics CRM – Instituciones financieras
Unidad de servicio
• Diseño de procesos a partir de necesidades
del cliente
• Usar la tecnología que los clientes esperan
• Selección de tecnología
– Flexibilidad
– Adaptabilidad
– Eficiencia
– Estandarización
– Integración
16. Dynamics CRM – Instituciones financieras
De los clientes utilizan el
mòvil o acceso web para
encontrar respuestas
84% 12%
Resolución en la primera
llamada
27%
Rotación anual
promedio de agentes
73%
Dicen que la valoración
de su tiempo es el
elemento mas
importante en un buen
servicio
Cada interacción importa
17. Dynamics CRM – Instituciones financieras
Bajo esfuerzoAlto esfuerzo
Desea seguir siendo cliente1
El esfuerzo como impulsor de la lealtad
El11% considera
La facilidad de uso de los
diferentes canales como el
elemento mas importante de
la interacción de servicio
18. Dynamics CRM – Instituciones financieras
Mantenerse ágil
Ganar lealtad
Empoderar a los
agentes
Qué es lo mas importante para los líderes
19. Dynamics CRM – Instituciones financieras
Ganar Lealtad
97% de los consumidores están
de acuerdo que el servicio al cliente
es muy importante en la elección o
lealtad a una marca
Ganar Lealtad
21. Dynamics CRM – Instituciones financieras
Empoderamiento de los agentes
Empoderar a los
agentes
Solamente el 4% de las
instituciones de servicio puede
resolver una solicitud usando
una sola aplicación.
22. Dynamics CRM – Instituciones financieras
Mantenerse ágil
Mantenerse
ágil
Para el 2020 habrá mas de
25 “billones” de dispositivos
conectados.
29. Dynamics CRM – Instituciones financieras
Inteligencia del servicio
30. Dynamics CRM – Instituciones financieras
BI & Analytics
• Descubrir problemas
• Entender comportamiento
• Identificar oportunidades
• Desempeño y efectividad por canal
• Transferencia a canales mas económicos
• Reducción de tiempo de llamada
• Aumento de productividad
• Picos y valles en atención
31. Dynamics CRM – Instituciones financieras
Diversidad de segmentos
32. Dynamics CRM – Instituciones financieras
KPI
• #Contactos
• #Productos por cliente
• Satisfacción del cliente
• Tiempo por transacción
• Tiempo de procesos (aprobación crédito)
• Tasa de retención
• Valor del cliente (Valor financiero – costo de
adquisición y retención)
• Abandono (%Aplicaciones incompletas)
• Quick Kill
• Solicitudes resueltas en una llamada
33. Dynamics CRM – Instituciones financieras
Machine Learning
• Recomendación de
productos a los clientes
• Sugerencia de artículos
de la base de
conocimiento para la
atención de casos
• Next Best Actions
• Identificación de
condiciones de
abandono
34. Dynamics CRM – Instituciones financieras
Integración de información
• Un solo punto de interacción
para la atención al cliente
• Múltiples sistemas, múltiples
accesos, múltiples medios
• Integración de información
hacia CRM
• Integración presentación
iframe
https://internal.cl.co/estadoCuenta?cliente=12345&usuario=rgomez
Cliente 12345
Web Page
ESB
35. Dynamics CRM – Instituciones financieras
Integración de información
39. Dynamics CRM – Instituciones financieras
Microsoft Dynamics CRM |
Servicio
Omni-canalidad
Auto-servicio
Habilitación de agente
Servicio en campo
Base de conocimiento
Inteligencia de servicio
Experiencia del
agente
Teléfono
Email
Chat
Social
Comunidad
MensajeríaWeb
Video
Internet of Things
Co-browse
Gestión de casos
Procesos de
Negocio
Voz del Cliente
(VOC)
Service
Intelligence
Movilidad
Gestión del
conocimiento
Servicio en sitio
40. Dynamics CRM – Instituciones financieras
Flujo de proceso deseado
41. Dynamics CRM – Instituciones financieras
Unified Service Desk
42. Dynamics CRM – Instituciones financieras
Unified Service Desk
43. Dynamics CRM – Instituciones financieras
Unified Service Desk
44. Dynamics CRM – Instituciones financieras
Unified Service Desk
45. Dynamics CRM – Instituciones financieras
Unified Service Desk
46. Dynamics CRM – Instituciones financieras
Unified Service Desk
47. Dynamics CRM – Instituciones financieras
Unified Service Desk
49. Dynamics CRM – Instituciones financieras
Social Engagement
50. Dynamics CRM – Instituciones financieras
“En la medición de satisfacción
para el año 2014 la variable de
atención a PQR no estuvo bien
calificada.”
“La herramienta que teníamos
estaba obsoleta, tenía poca
flexibilidad y se construyo para un
N° limitados de usuarios. Los flujos
definidos no están acondicionados
a las necesidades actuales del
proceso”.
Casos de referencia
51. Dynamics CRM – Instituciones financieras
CRM Dynamics
Inbenta
Right
Now
Case
manager
Experiencia de implementación
Fácil integración con otras herramientas. (Infoturnos,
Genesis, Fenix y Softphone, Filenet P8, MDM).
Se ajusto fácilmente a las necesidades del negocio.
Trabajamos con metodologías agiles de
implementación. (Scrum)
Entrega a la operación en promedio cada 2.5 meses,
En total 5 entregas a operación.
Casos de referencia
52. Dynamics CRM – Instituciones financieras
Casos de referencia
53. Dynamics CRM – Instituciones financieras
• 2.000 empleados
• Mantener y aumentar participación de
mercado de servicios financieros en Chile
• Aumento de productividad de Ejecutivos de
Ventas en Terreno
• Mejorar experiencia de Cliente
• Incorporar la Omnicanalidad
• Optimización de Rutas
Beneficios concretos obtenidos de la
implementación
Razones para recomendar CRM Dynamics
• Fácil adopción de los usuarios
• Se puede ir implementando de a pasos
• Flexibilidad para personalizar la solución
tecnológica a la forma en la que trabaja la
organización.
• Fácil integración con otros sistemas.
• El desarrollo de funciones e implementaciones
es simple y rápido, muchas funcionalidades,
reportes, paneles pueden ser desarrollados por
los mismos usuarios de negocio.
• Facilita la colaboración y gestiones del equipo.
• Estimación de aumento de productividad del
canal en 20%
• Aumento en actualizaciones de datos
• Comunicación directa con cada ejecutivo
• Mejora en gestión de campañas y
relacionamiento con clientes.
Casos de referencia
54. Dynamics CRM – Instituciones financieras
Prospección
Planificación
Vista 360°
Georreferenciación
Casos de referencia
55. Dynamics CRM – Instituciones financieras
55
B×+ entidad financiera con diferentes líneas de negocio…
… cada una de ellas con sus propios sistemas, bases de datos y procesos
comerciales
Banca
Empresarial
Banca
Particulares
Casa de Bolsa
Arrendadora
Cambios
Agronegocios
DWH
DWH
DWH
DWH
DWH
DWH
VePorMas – México
Casos de referencia
56. Dynamics CRM – Instituciones financieras
56
A finales de 2014 arrancó plan de crecimiento que evoluciona el negocio
para centrarlo en el cliente
En este contexto surge la necesidad de contar con una herramienta de gestión
comercial que integre las diferentes líneas de negocio y aporte una visión
única de cliente
Segmento Negocios
Segmento Particulares
Casa de Bolsa
Cambios
DYNAMICS CRM
CLIENTE
VePorMas – México
Casos de referencia
57. Dynamics CRM – Instituciones financieras
57
Resultados del proyecto:
Hacer los prospectos de la organización y no de las personas
Mejorar la eficacia en la gestión comercial de clientes
Facilitar el proceso de gestión de la fuerza de ventas
Explotar sinergias entre las diferentes líneas de negocio
Sentar las bases de la gestión integral del cliente (proyecto vivo)
Recomienda Dynamics CRM por:
Fácil integración a los procesos y sistemas
Soporte de Microsoft
Rápida de adaptar
Escalable: evolución de la herramienta como único
sistema integrando nuevos procesos
Casos de referencia
58. Est. 2006 en Colombia
Solidda Group
Proveedor de servicios y soluciones IT
Software y Servicios Transaccionales
Proveedor Paas Mobile Wallets
Acerca de Imix
Strategic Partner
Acerca de IMIX
59. Innovando en Servicios Financieros
- Billeteras Móviles
- Portales & Apps
• Pagos
Móviles
- Canales móviles para
servicios financieros
de bajo costo
- Solución de
corresponsalía
bancaría
• Herramien
tas
inclusión
financiera
- Gestión de procesos
- Integración
plataformas
CRM – ERP - BPM
• Integració
n de
Procesos
- Gestión de cadenas
distribución servicios
transaccionales
- Contenidos virtuales
• Ecosistem
as
Transaccio
nales
60. Portafolio de Servicios
Pagos Móviles
• Plataforma como servicio y Program
Management
CRM – CRM OL
• Suministro y consultoría en implementación
Servicios
• Desarrollo de software y servicios de integración
61. Experiencia en Procesamiento Transaccional
Giros
Recargas
Corresponsalía Bancaria
Subsidios
Plataforma + 15 MM usuarios
+ 30M + Trx/mes
There are a couple of important points to consider here. Customer expectations continue to rise and service preferences have changed. The phone has been replaced as the number one channel, with 76% of today’s customers using self-service to resolve their product and service issues. While successful self-service outcomes increase CSAT scores and decrease call center volumes, there is another important outcome to consider. The issues that do require assisted service are increasingly more complex. As a result, the role of service agent has become more complex as well. The numbers are clear: a 12% decline in first call resolution since 2009, and a relentlessly high average annual agent turnover rate. So it is important to provide every agent with the tools they need to be successful not only to increase first contact resolution, but to increase job satisfaction and reduce turnover. At the same time, it is more important than ever to reduce onboarding times and provide the types of tools that will make new agents as successful as tenured agents.
And with 73% of customers saying that valuing their time is the most important element of good service, by introducing onsite service delivery, we’re allowing organizations to extend that efficiency beyond the agent.
Companies strive to improve key metrics like CSAT, Loyalty, Net Promoter Score. But what is driving these metrics? We see here that effort is the key driver, and where we can reduce effort, we can increase loyalty. However, a recent global study of 350 customer service decision makers shows that only 11% consider ease of use to be a top priority when, in fact, that’s what customers are demanding. Those companies that embrace effortless experiences will differentiate themselves.
KEY TAKEAWAY
To deliver exceptional experiences it requires an understanding of your customers perspective, an environment that positions agents to have successful customer interactions and gives your business the tools to spot trends and respond instantly.
TALKING POINTS
Let’s take a look at three perspectives on success that have been built into the service solution strategy: What does success look like for customers, frontline staff, and the overall business.
Take the customer’s point of view to earn their loyalty
Give agents the chance to be their best
And, always have the ability to support a dynamic and rapidly shifting market in the way that meets your business goals
SEGUE
Let’s take a closer look at what it means to earn loyalty, empower agents and stay agile.
KEY TAKEAWAY
Earn loyalty – deliver effortless customer experiences on their terms.
TALKING POINTS
Cross-Channel - Connect to customers via their channel of choice across web, social, chat, email, mobile and phone. When we consider that 75% for customers use 3 or more channels (Forrester) we see why multi-channel is so important.
Personalized – Minimize customer effort with relevant, personalized service interactions across every touch point. And, if you’re interacting with an existing customer who has identified themselves in someway, then you have the opportunity to leverage your 360 degree view of the customer to provide personal service in ways that further strengthen your relationship.
Social - Understand sentiment across the social web and proactively address service issues. Respond directly in the social channel or for interactions that require privacy, transition to a more optimal channel.
WHY this Matters: Metrics – Increase customer satisfaction, Increase customer retention, Increase customer self-service, Multi-channel support can improve customer satisfaction by 36% - Forrester, 75% of consumers use 3 or more channels, Ovum
SEGUE
Next we look at service from the perspective of your agents
KEY TAKEAWAY
Empower agents – intuitive access to the right information, resources and complete customer context through a single view to meet company and personal goals.
TALKING POINTS
Tools - Provide your agents with everything they need to deliver customer service - at their fingertips, from a single app. An average contact center environment has 7 to 12 systems so by consolidating onto a single interface, it give the agent the opportunity to focus on their customer and not the complexity of navigating multiple systems.
Knowledge - Give service agents access to the right answers at the right time to address customer service needs. Provide a single and consistent source of truth for customers and agents.
Decision Making - Empower agents with guidance to make the best decisions based on segments, entitlements and SLAs. Make sure your customer have a consistent experience whether they have a highly experienced agent or a new agent by ensuring that the correct level of guidance is there to ensure a successful engagement.
WHY this Matters: Metrics – Increase agent productivity, Increases cases per agent, Decrease cost per case, Improve agent onboarding, Increase agent satisfaction scores
SEGUE
Now, let’s look at this from the perspective of your operations
KEY TAKEAWAY
Stay agile – adaptive service environment designed to adjust and anticipate the needs of customers and your brands at the pace of innovation.
TALKING POINTS
Intuitive Design – Easily adapt to the rapidly changing business and market demands with configuration not code and easily customize to support unique functionality and branding requirements.
Actionable analytics ensure that you will identify trends, anticipate opportunities and gain insight through dashboards, deep analytics and powerful data visualization capabilities.
Operations and extensibility – Secure and trusted and reliable cloud that allows you to extend your unified service environment into other business critical platforms and applications through standardized interfaces – adding functionality and insight.
WHY this Matters: Metrics – Improve usability, Decrease development costs, Decrease administrative costs
SEGUE
Now that we’ve talked about the way we look at delivering amazing customer service, let’s take a closer look at our approach to achieve this…
KEY TAKEAWAYS
Organizations empowered by intelligent customer service increase advocacy and loyalty to their brands by creating effortless experiences that are a natural extension of the way people engage day to day. Dynamics empowers customers through their choice of self and assisted service options; empowers agents to deliver fast, informed and effective resolutions; and seamlessly incorporates field solutions when there is a need for onsite help. We deliver agile solutions that easily adapt to changing demands backed by service intelligence so businesses can deliver intent driven outcomes in a secure, flexible and reliable environment.
TALKING POINTS
Omni-channel: Enable customer service engagement across web, social, chat, email, mobile and phone, including customer self-service and social care. Provide channel context for personalized service with minimal customer effort. Engage customers on their terms through their channel of their choice.
Self-Service: Make it easy for customers to solve issue on their own. Provide a customizable online support portal that leverages an organized, searchable knowledgebase to deliver real-time updates, consistent answers to service questions and product and service information and documentation.
Agent Enablement: Empower agents with a single, unified experience to deliver fast, amazing customer service from the desktop or their mobile device. Agents can access every source of information they need across diverse environments so they can provide a more personalized, effective standard of service.
Field Service: Deliver world class, intelligent customer experiences in the field while maximizing efficiency and minimizing costs.
Knowledge: Easily connect the right person with the right knowledge at the right time to answer service needs. Empower customers and employees with unified knowledge to provide a single source of truth. Ensure your knowledge is relevant by simply capturing and publishing across your content channels while measuring impact through rich analytics.
Service Analytics: Identify trends, anticipate opportunities and gain insight through dashboards, deep analytics and powerful data visualization capabilities.
Customer Scenario:
Personalized interactions: Oklahoma City Thunder.
“We don’t treat our fans like a seat number… We want to create genuine meaningful relationships”. Scott Loft – VP of Loyalty and Retention
CRM used to tailor every communication based on fan favorites (player, opposing teams, seats/sections, game days) and interaction preferences (social, email, etc)
CRM also tracks attendance on special days. Surprise birthday cupcakes presented by Mascot if fan is attending the game.Result: NPS and CSat (Net Promoter Score and Customer Satisfaction) is double the NBA league average
Capabilities description:
Omni-channel service - Enable customer service engagement across web, social, chat, email, mobile and phone, including customer self-service and social care. Provide channel context for personalized service with minimal customer effort. Engage customers on their terms through their channel of their choice.
Unified Platform:
Unified across self-service, assisted service and field service
Create, route and resolve tickets from across social networks including: FaceBook, Twitter, LinkedIn, YouTube, and Instagram
Deliver social posts to the right agent using sentiment, keyword, language & ensure consistent social engagement
Provide proactive engagement with customers by delivering social posts to the right agent using sentiment, keyword, and language. (Available with Carina + Hydra out-of-band release in June 2015)
Listen to what people are saying globally across the web in 19 languages
360 Customer View:
Understand customer history, preferences and feedback
Use real-time & historical insights to personalize every interaction
Gain voice of the customer insight with feedback & surveys that provide general sentiment, contextual feedback & transactional understanding
Personalized & Consistent Engagement:
Leverage insights and resources to provide individualized and consistent experiences across channels
Understand what your customer has already viewed and searched before they ever reach an agent. Provide agents with a rich understanding what customers have already done so they can instantly provide value to every interaction.
With real-time & historical activity, real-time chat translation, route to previous agent and contextual article recommendations.
Customer Scenario: See Quark in customer section
Capabilities:
Self-service – Make it easy for customers to solve issue on their own. Provide a customizable online support portal that leverages an organized, searchable knowledgebase to deliver real-time updates, consistent answers to service questions and product and service information and documentation.
Branded experience:
Create a seamless branded experience or unique portals for multiple brands from a single deployment
Create a consistent branded experience or create unique portals for each one of your multiple brands through configuration not code from a single deployment.
Localized & Extensible:
Minimize customer effort with targeted relevant service
Access to service from anywhere on a brand site, 3rd party site (community portal, kiosk or inside a game).
Provide comprehensive self-service directly from your Facebook fan page
Contextual:
Simple navigation to the right answers or resources including customer escalations to agent support.
Recognize mobile users instantly & deliver real-time, personalized service on any mobile operating system & device
Surface answers from the very first touch with type ahead search and maximize self-service success by recommending articles before a case is submitted.
Customer Scenarios:
Guided and Consistent resolution: Trupanion.
“We use Agent desktop to integrate all our applications and automate steps. Every agent interaction is more efficient, consistent which translates to a better experience for our customers.” Denise Connors – VP of Customer Service
CRM used as primary automation and integration platform for agent applications
CRM automates multiple steps and also standardizes communications using contextual templates that change based on interaction type. (i.e. billing vs sales call)
Result: 15% improvement in efficiency and compliance to brand within 30 days of implementation of CRM.
Capabilities:
Agent enablement- Empower agents with a single, unified experience to deliver fast, amazing customer service from the desktop or their mobile device. Agents can access every source of information they need across diverse environments so they can provide a more personalized, effective standard of service.
Role Driven: Dynamic interface that contextually serves up the tools, guidance and data to your agents
Visual user interface delivers role tailored experiences for tiered agents and support leads; optimized to drive to the next best action
Reduce agent effort with a single, extensible application to handle all service interactions in a single place. The Unified Service Desk provides a single (composite desktop), dynamic interface that contextually serves up the tools, guidance and data to your agents from any resource you deem useful.
Expand your notion of an agent by giving agents and supervisors the freedom of mobility and extending the reach of your contact center across your organization anywhere, anytime.
Intelligent Case Management: Manage cases faster & provide differentiate levels of support with integrated knowledge
Manage cases faster & provide differentiate levels of support with integrated knowledge, SLA, scripting, workflow, entitlements and recommendations
Manage your cases faster – from your desktop or mobile and enable your agents to deliver world class case management while providing differentiated levels of support with guided workflow, integrated knowledge, entitlements and SLAs
Increase agent effectiveness with call scripting and a proactive user experience that will launch information assets or third party data and applications to provide rapid and accurate service resolution. (Increase agent effectiveness with call scripting, policy adherence with a proactive & process driven user experience)
Collaborative:
Harness the knowledge of your peers with Yammer and Skype
Speed resolution of even the most challenging issues with instant access to support professionals and subject matter experts across internal and external teams with Yammer & Skype.
Customer Scenario:
Capabilities:
Field Service – Deliver world class, intelligent customer experiences in the field while maximizing efficiency and minimizing costs.
Intelligent Scheduling:
Dispatch technicians using optimized routes and skill based assignments to intelligently balance workload and resources. Intelligent allocation of people, teams, and resources based on your business rules defined by customer, organizational, or regulatory requirements. Organize and find available resources by any number of categories, including skill sets, geography, customer preferences, and more. Search results in list or map views.
Drag-and- drop schedule board allows dispatchers to assign resources and set up schedules for multiple work orders using a list or map view. Real-time visualization and status indicators enable rapid and efficient reallocation in response to changes or emergency situations.
Enterprise-class routing optimization for larger and more complex field service organizations.
Mobile Field Enablement:
Provide service technicians with complete customer insight, real-time guidance and cross team collaboration
Operational business intelligence enables field agents to provide the best possible customer experience.
Leveraging the built-in features of each device with integrated applications. Native apps provide better access device resources for a more robust off-line user experience. Seamless store and forward capabilities coupled with optimized memory usage as well as the ability to leverage all device capabilities including barcode scanners, RFID readers, credit card readers, and more.
Optimized Resource Utilization:
Manage around cloud, big data and mobility more work orders and resources with fewer dispatchers with innovations
Real-time visibility into KPI’s, with drill-down to expose detail, keeps the organization focused.
Remote administration with no-code customization. When business changes, quickly create new customizations once- with no coding - and instantly update to all mobile platforms. Central management of all users and devices (regardless of platform) including remote data wipe for lost or stolen devices.
Insights into multiple facets of field service from agent performance, through equipment failures, parts inventories, and routing and scheduling can be analyzed - along with sales, marketing, and supply chain data - can drive continuous service quality improvement and revenue optimization.
Customer Scenario:
Unified Knowledge. Ask.com
By applying best practices to Ask.com’s self-service knowledgebase and writing articles and answers in a friendly, accessible voice, Ask.com has seen:
-knowledgebase pageviews rise from 500 to 2500 a day,
-60% reduction in the number of support tickets submitted, and
-because of the reduced support requests, response times for those who do need a personalized response have gone from eight hours to just 1.5 on average.
Capabilities:
Knowledge - Easily connect the right person with the right knowledge at the right time to answer service needs. Empower customers and employees with unified knowledge to provide a single source of truth. Ensure your knowledge is relevant by simply capturing and publishing across your content channels while measuring impact through rich analytics.
Unified knowledge:
Deliver the right answers at the right time across all service channels from a single source of truth
Consistent access to the knowledge base within each transaction across self-service, contact center, social and mobile (Cortana).
Multimedia knowledge:
Easily capture and author content from social channels, service interactions & experts, publish to the right audience & optimize for discovery.
Enrich knowledge article with embedded multimedia content to provide answers that drive first touch resolution
Provide rich media articles such as images, videos and real-time blogs and feeds with the ability to host the actual asset or as a link to the original content source.
Simple to capture and publish knowledge from social channels, service interactions and subject matter experts
Analytics:
Drive article efficiency and understanding of how knowledge is being used to eliminate escalations
Pinpoint where growth can occur
Customer Scenario: See Amicus Horizon in customer section
Service intelligence – Identify trends, anticipate opportunities and gain insight through dashboards, deep analytics and powerful data visualization capabilities.
Interactive dashboards:
Provide real-time views of key service metrics with fully customizable & interactive dashboards
Fully customizable, interactive dashboards provide real-time views of key service metrics.
Customer insight: Deepen customer insight & identify business opportunities by tracking & correlating customer satisfaction with service metrics
Deepen customer insight and identify up/cross-sell and service improvement opportunities by tracking and correlating customer satisfaction with service metrics across all channels.
Performance reporting: Identify trends, explore what-if scenario’s, & forecast outcomes to reduce effort scores (Power BI & Excel). Improve performance & identify best practices by correlating agent activity & customer experience data
Identify trends, explore what-if scenario’s, and forecast outcomes to reduce effort scores by leveraging powerful tools such as Excel and PowerBI to generate reports, interactive charts and 3D geospatial visualizations.
Improve performance and identify best practices by correlating agent activity and customer experience tracking track data such as Net Promoter Score, Customer Satisfaction, First call resolution, self-service rate, cost per transaction, order value, and other data with specific interaction types.