Graham Brierton’s Presentation at eComm 2009

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

Lags and Drags:
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

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

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

(One for everyone!) ‏

Case Study: Company 1
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

Elephant One
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

Elephant Two
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

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

Graham Brierton’s Presentation at eComm 2009

by eCommConf on Mar 05, 2009

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