• Share
  • Email
  • Embed
  • Like
  • Save
  • Private Content

Loading…

Flash Player 9 (or above) is needed to view presentations.
We have detected that you do not have it on your computer. To install it, go here.

Like this presentation? Why not share!

iTask:Power to the Back Office

on

  • 812 views

Routing and processing tasks from email, web-forms, front office and mobile directly by the back office via a SAAS Solution

Routing and processing tasks from email, web-forms, front office and mobile directly by the back office via a SAAS Solution

Statistics

Views

Total Views
812
Views on SlideShare
796
Embed Views
16

Actions

Likes
0
Downloads
2
Comments
0

3 Embeds 16

http://test.www.tieto.nl 7
http://www.linkedin.com 5
http://test.ems.tieto.com 4

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    iTask:Power to the Back Office iTask:Power to the Back Office Presentation Transcript

    • iTask Power to the Back Office© 2011 Tieto Corporation
    • Main issues• Your Customer: • Has its’ own idea of what handling times of requests and purchases should be • Will contact whatever channel to get the process moving • Has no live tracking and tracing of requests/purchases• Front and Back Offices have to deal with: • Repeat calls (telephone/email) • Needs to punch in data from all kinds of mediasources (webforms, emails, scanned data) into the systems • Confusion about status between Front / Back office • No real time overview and forcecast of the complete workload • Sharpening SLA’s en KPI’s to meet market demands © 2011 Tieto Corporation 2
    • What we all want: • Better cooperation between Front and Back Offices • Live tracking and tracing of requests and purchases for: • Consumer (Web, Mobile) • Front & Back Office employees • Supervisors and Management • A complete overview of (expected) workload • No Backlog • Tasks routed to the appropiate employee • Able to steer on SLA and KPI’s • Change prioritees • Change handling times • Up/DownScale the workforce In short: enabling both consumer as internal employees to submit and to process purchases and requests in an efficiënt and natural way. © 2011 Tieto Corporation 3
    • 4 © 2011 Tieto Corporation 2011-03-22
    • “I want to activate/purchase product or service5 © 2011 Tieto Corporation 2011-03-22
    • SLA: Your Service PromissSources Employee Supervisor Manager Track & Trace6 © 2011 Tieto Corporation
    • Perspective of the Customer Manage the expectations of your customers: •Offers status information about requests in self service channels •Fluency (cooperation between front and back office) •Tasks processed within expectations7 © 2011 Tieto Corporation 2011-03-22
    • Perspective of the employee More tasks handled in less time: •Automatic routing of tasks to the right employee •One, easy to use interface with 360o customer profile •Accurate and fast processing with “smart pasting” dat into back end systems. © 2011 Tieto Corporation
    • Perspective of the Dispatcher No more “lost” requests, tasks and order forms: •Detection of irregular and bounced tasks and requests •Auto escalation of SLA threatening tasks •Digitally modification and reassignment of requests9 © 2011 Tieto Corporation
    • Perspective of supervisors and management Meet your SLA’s: •Management dashboard with real time info •Grip and steering though escalation module •Reports and analysis of complete workload process Save Costs: •Minimize repeat” calls”/requests •No more “straight to printer” processes •No more costs due to crysis staffing10 © 2011 Tieto Corporation
    • Perspective of the administrator Plug and Play: •Easy creation of sources, tasks and rules •Instant overviews of flows, groups and agents •No dependency on IT: software as a service11 © 2011 Tieto Corporation
    • Manage the expectations of your customers: •Offers status information about requests in self service iTask channels •Fluency (cooperation between front and back office) •Tasks processed within expectations Meet your SLA’s: •Management dashboard with real time info •Grip and steering though escalation module •Detailed Reports and analysis of the complete workloadSo it will be done More tasks handled in less time:before Thursday 13:30 ? •Automatic routing of tasks to the right employee •Easy to use interface with 360o customer profile •Accurate and fast processing with “smart pasting” data into back end systems. Save Costs: •Minimize repeat” calls”/requests •No more “straight to printer” processes •No more costs due to crysis staffing Plug and Play: •Easy creation of sources, tasks and rules •Instant overviews of flows, groups and agents •No dependency on IT: software as a service 12 © 2011 Tieto Corporation
    • © 2011 Tieto Corporation Martijn.Feekes@Tieto.com Enrico.Pruis@Tieto.com Bart.defluiter@Tieto.com