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Dgi 6 29 webcast draft slides final_v2
 

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 Dgi 6 29 webcast draft slides final_v2 Presentation Transcript

  • 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
  • Delivering
    CustomerExperience
    in the Cloud
    Kevin Paschuck
    Vice President, Public Sector
  • Meet Sam
  • A.K.A.
  • Mr. Director
    of Customer Service
  • Sam lives in …
  • He takes the …
  • and enjoys …
  • Sam cheers for …
  • Sam is Great at …
  • Leading People
  • but lousy at …
  • Customer Service
  • Sam’s
    contact center
    looks like …
  • His website
    looks like …
  • when it
    Should look like …
  • to make
    Matters worse …
  • Infrastructure costs are high
  • Sam
    doesn’t know
    any better.
  • Sam, meet Diane.
  • Ms. Manager
    of Customer Experience
  • Diane also lives in …
  • commutes on …
  • and cheers for …
  • Diane is also
    good at …
  • LEADERSHIP
  • but is great at …
  • Customer
    Experience
  • why?
  • she understands…
  • 3 EXPERIENCES THAT MATTER
  • Benefits of Cloud Computing
  • TheRULESof
    business have CHANGED
  • Let’s take a look
  • WEB EXPERIENCE
  • Establish a Knowledge Foundation
  • SOCIAL EXPERIENCE
  • What is Social Media?
  • Listen and Participate
  • Connect
    and
    Engage
  • Support Community
    Innovation Community
    Social Experience Designer
  • CONTACT CENTER
    EXPERIENCE
  • Empower Frontline Employees
  • Offer
    Multi-Channel
    Choice
  • Listen to your Customers
  • Design Seamless Experiences
  • Measure and Continuously Improve
  • Cloud Computing
  • “The cloud will do for government what the Internet did in the '90s…Rather than owning the infrastructure, we can save millions.”
    - VivekKundra, CIO
  • 5 Pillars of IT Transformation
    Citizen Engagement
    Cost Reduction
    Secure Computing
    Innovation
    Transparency
  • 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
  • Hybrid
    Private
    (Community)
    Public
    The Cloud
  • Software-as-a-Service (SaaS)
    Platform-as-a-Service (PaaS)
    Infrastructure-as-a-Service (IaaS)
  • Cloud solution must address security challenges … starting point is NIST-853 Moderate
  • Multi-Tenant / Multi-Version
    Upgrade on your schedule not the vendors!
  • TheRULESof
    business have CHANGED
  • SOFTWAREas a Service
  • Softwareas a SERVICE
  • CX Commitment
    Results
    Expertise
    Easy to Buy
  • Cloud Contract Approach
    • No Shelfware
    • Pilots Encouraged
    • 5-Year Pricing Certainty
    • No Long-Term Lock Ins
    • Flex Up / Down
    • “Roll-Over” Usage
    • Cash Service Credits
    • Fixed Price Deployments
  • Serving Those Who Serve the Nation
  • About Navy Federal
    Not for Profit Financial Institution
    Over 3 million members
    $40 Billion in Assets
    200 Offices around the world
  • 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
  • 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
  • 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
  • Social Security Administration | Office of Electronic Services
    SSA’s Online Answers Knowledgebase
  • World Class customer service is the primary goal
    Meeting public expectation
    Optimize web self-service channel
    • Accurate information
    • Clear information
    • Current information
    • Promote online usage
    • Deflect phone calls
    • Reduce increase in office visits
  • SaaS used to meet objectives
    Access anywhere
    SaaS
    Flexibility to update
    anytime
    Flexibility to
    reconfigure
  • SSA constantly working to improve
  • Online Answers: serving the public
  • Questions?
  • 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/
  • Thank You!
    Kevin Paschuck
    Vice President, Public Sector
    kevin.paschuck@rightnow.com
    Twitter: @kevin_paschuck