Your SlideShare is downloading. ×
Dgi 6 29 webcast draft slides final_v2
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

Dgi 6 29 webcast draft slides final_v2

420
views

Published on

Published in: Education

0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
420
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
5
Comments
0
Likes
1
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide
  • .
  • 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
  • Transcript

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

    ×