Graham Brierton Chief Technology Officer March 4th, eComm '09

Radical CEBP 100% hosted web-based application No upfront costs, no integration fees Only charge for proven, delivered value 1000% growth from 2007 - 2008

100% hosted web-based application

No upfront costs, no integration fees

Only charge for proven, delivered value

1000% growth from 2007 - 2008

Lags and Drags: Are major operational headaches Are major costs Are significant profit eaters Can be fixed with solid CEPB

Are major operational headaches

Are major costs

Are significant profit eaters

Can be fixed with solid CEPB

Blended Mode Communication: Voice SMS Email Instant Messaging

Voice

SMS

Email

Instant Messaging

1. Build the Interaction Using VoiceSage

2. Setup the Call Using VoiceSage

3. Analyse the Results Using VoiceSage

3. Analyse the Results – Instant Reporting Using VoiceSage

3. Analyse the Results – External Reporting Using VoiceSage

3. Analyse the Results – Deep Query Reporting Using VoiceSage

Measuring the Effect: Metrics, metrics, metrics Measurable business processes Focus on lags and drags

Metrics, metrics, metrics

Measurable business processes

Focus on lags and drags

How to CEBP Like a Rock Star: Identify a key business process Improve a bottom line metric within it Tie the metrics to individuals Measure the actual total benefit Turn your clients into raving groupies

Identify a key business process

Improve a bottom line metric within it

Tie the metrics to individuals

Measure the actual total benefit

Turn your clients into raving groupies

(One for everyone!) ‏

Case Study: Company 1 Interact: “Where's my stuff?” updates Metric: Decrease calls to call centre Metric: Increase centre productivity

Interact: “Where's my stuff?” updates

Metric: Decrease calls to call centre

Metric: Increase centre productivity

Case Study: Company 1, Process 2 Interact: Payment reminder call Interact: Automated payment collection Metric: Sales days outstanding

Interact: Payment reminder call

Interact: Automated payment collection

Metric: Sales days outstanding

Elephant One Payment and repurchase routine related An unnoticed lag and drag True cost includes next purchase delay

Payment and repurchase routine related

An unnoticed lag and drag

True cost includes next purchase delay

Case Study: Company 2, Process 2 Interact: Payment reminder call Interact: Automated payment collection Metric: Sales days outstanding

Interact: Payment reminder call

Interact: Automated payment collection

Metric: Sales days outstanding

Elephant Two Internal measures of contact efficiency Industry/segment comparisons VoiceSage Verify: new customer filter

Internal measures of contact efficiency

Industry/segment comparisons

VoiceSage Verify: new customer filter

The Future: Growth of data as the market Cost-recovery funding models More dead elephants More raving groupies

Growth of data as the market

Cost-recovery funding models

More dead elephants

More raving groupies

Thank you! Download this presentation: http://www.voicesage.com/ecomm09