Dgi 6 29 webcast draft slides final_v2

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  • Using SaaS (i.e. Software as a Service)·       Benefits:§  Access anywhere internet available§  Flexibility for team to update§  Flexibility to reconfigure keywords, searches, aliases, etc
  • Dgi 6 29 webcast draft slides final_v2

    1. 1. Delivering Great<br />Customer ServiceExperiences<br />in a Secure Government Cloud<br />*Kevin Paschuck, Vice President, Public Sector, RightNow Technologies<br />*JohnnaStrahle, Manager, Correspondence, Navy Federal Credit Union<br />*Gilbert Guillen, Communications Team Lead, Office of Electronic Services, Social Security Administration<br />
    2. 2. Delivering<br />CustomerExperience<br />in the Cloud<br />Kevin Paschuck<br />Vice President, Public Sector<br />
    3. 3. Meet Sam<br />
    4. 4. A.K.A.<br />
    5. 5. Mr. Director<br />of Customer Service<br />
    6. 6. Sam lives in … <br />
    7. 7.
    8. 8. He takes the … <br />
    9. 9.
    10. 10. and enjoys … <br />
    11. 11.
    12. 12. Sam cheers for … <br />
    13. 13.
    14. 14. Sam is Great at … <br />
    15. 15. Leading People<br />
    16. 16. but lousy at … <br />
    17. 17. Customer Service<br />
    18. 18. Sam’s <br />contact center<br />looks like …<br />
    19. 19.
    20. 20. His website<br />looks like …<br />
    21. 21.
    22. 22. when it<br />Should look like …<br />
    23. 23.
    24. 24. to make<br />Matters worse …<br />
    25. 25. Infrastructure costs are high<br />
    26. 26. Sam<br />doesn’t know<br />any better.<br />
    27. 27. Sam, meet Diane.<br />
    28. 28. Ms. Manager<br />of Customer Experience<br />
    29. 29. Diane also lives in … <br />
    30. 30.
    31. 31. commutes on … <br />
    32. 32.
    33. 33. and cheers for … <br />
    34. 34.
    35. 35. Diane is also<br />good at …<br />
    36. 36. LEADERSHIP<br />
    37. 37. but is great at …<br />
    38. 38. Customer<br />Experience<br />
    39. 39. why?<br />
    40. 40. she understands… <br />
    41. 41. 3 EXPERIENCES THAT MATTER<br />
    42. 42. Benefits of Cloud Computing <br />
    43. 43. TheRULESof<br />business have CHANGED<br />
    44. 44. Let’s take a look<br />
    45. 45. WEB EXPERIENCE<br />
    46. 46. Establish a Knowledge Foundation<br />
    47. 47.
    48. 48. SOCIAL EXPERIENCE<br />
    49. 49. What is Social Media?<br />
    50. 50.
    51. 51. Listen and Participate<br />
    52. 52. Connect<br />and<br />Engage<br />
    53. 53. Support Community<br />Innovation Community<br />Social Experience Designer<br />
    54. 54. CONTACT CENTER<br /> EXPERIENCE<br />
    55. 55. Empower Frontline Employees<br />
    56. 56. Offer<br />Multi-Channel<br />Choice<br />
    57. 57. Listen to your Customers<br />
    58. 58. Design Seamless Experiences<br />
    59. 59.
    60. 60. Measure and Continuously Improve<br />
    61. 61. Cloud Computing<br />
    62. 62. “The cloud will do for government what the Internet did in the '90s…Rather than owning the infrastructure, we can save millions.”<br /> - VivekKundra, CIO<br />
    63. 63. 5 Pillars of IT Transformation<br /> Citizen Engagement<br /> Cost Reduction<br /> Secure Computing<br /> Innovation<br /> Transparency<br />
    64. 64. Characteristics<br />Benefits<br />On Demand Service<br />Shared IT Resources<br />Dynamic Scalability<br />Device Independence<br />Subscription Service<br />Innovation<br />Lower Cost / Greener<br />Running Instantly<br />Deploy on any Client<br />Pay for Actual Usage<br />
    65. 65. Hybrid<br />Private<br />(Community)<br />Public<br />The Cloud<br />
    66. 66. Software-as-a-Service (SaaS)<br />Platform-as-a-Service (PaaS)<br />Infrastructure-as-a-Service (IaaS)<br />
    67. 67. Cloud solution must address security challenges … starting point is NIST-853 Moderate<br />
    68. 68. Multi-Tenant / Multi-Version <br />Upgrade on your schedule not the vendors!<br />
    69. 69. TheRULESof<br />business have CHANGED<br />
    70. 70. SOFTWAREas a Service<br />
    71. 71. Softwareas a SERVICE<br />
    72. 72. CX Commitment<br />Results<br />Expertise<br />Easy to Buy <br />
    73. 73. Cloud Contract Approach <br /><ul><li>No Shelfware
    74. 74. Pilots Encouraged
    75. 75. 5-Year Pricing Certainty
    76. 76. No Long-Term Lock Ins
    77. 77. Flex Up / Down
    78. 78. “Roll-Over” Usage
    79. 79. Cash Service Credits
    80. 80. Fixed Price Deployments</li></li></ul><li>Serving Those Who Serve the Nation<br />
    81. 81. About Navy Federal<br />Not for Profit Financial Institution<br />Over 3 million members<br />$40 Billion in Assets<br />200 Offices around the world<br />
    82. 82. Challenge: 24/7 Global Support<br />24/7/365 service since 1970’s<br />Added secure e-mail in 1998<br />Social media in 2009<br />mBanking in 2010<br />
    83. 83. Results<br />In 2009:<br />97,484 found answers using “Search” feature<br />355,088 secure e-mails<br />33%, or 83,701, auto-answered<br />42%, or 73,184, auto routed<br />56% completed in 24 hrs<br />Reviewing ~ 2,000 social media posts per month<br />
    84. 84. Next Steps<br />Adding internal work requests<br />more complete picture of a member’s interactions and work in progress<br />Combined reporting on WHAT member’s are concerned with across channels<br />Combine with Chat to offer more options to members<br />
    85. 85.
    86. 86. Social Security Administration | Office of Electronic Services<br />SSA’s Online Answers Knowledgebase<br />
    87. 87. World Class customer service is the primary goal <br />Meeting public expectation<br />Optimize web self-service channel<br /><ul><li>Accurate information
    88. 88. Clear information
    89. 89. Current information
    90. 90. Promote online usage
    91. 91. Deflect phone calls
    92. 92. Reduce increase in office visits</li></li></ul><li>SaaS used to meet objectives<br />Access anywhere <br />SaaS<br />Flexibility to update<br />anytime<br />Flexibility to <br />reconfigure <br />
    93. 93. SSA constantly working to improve<br />
    94. 94. Online Answers: serving the public<br />
    95. 95. Questions?<br />
    96. 96. Future Events<br />Helping Citizens Help Themselves<br />July 28Via the Webhttp://crm.rightnow.com/ci/documents/detail/2/WCCRM-100728-FORM-HelpingCitizensHelpThemselves<br />Join us for a webcast to hear real world examples of how government organizations are leveraging web self service solutions to help drive down the cost of supporting customers, reduce the workload at the contact and service center, and enhance the overall customer experience.    <br />RightNow Summit 2010October 12-14, 2010<br />Colorado Springs, CO- Broadmoor http://www.rightnow.com/summit/<br />
    97. 97. Thank You!<br />Kevin Paschuck<br />Vice President, Public Sector<br />kevin.paschuck@rightnow.com<br />Twitter: @kevin_paschuck<br />

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