BT smartnumbers is a virtual phone number service that allows financial institutions to enhance customer service for high-income clients. It virtualizes mobile and landline numbers so that calls are routed according to defined rules to ensure the client's needs are met. This includes routing calls to the relationship manager's current location, notifying staff of missed calls via SMS, and overflowing calls to support teams if unanswered. The service provides a single point of contact for clients, allows "VIP" clients to receive elevated service, and gives staff tools to track and improve the client experience.

1. BT smartnumbers
for Relationship Management
Business Continuity through True Voice Continuity
Enhancing customer service for
important clients

2. Background
Not all customers are created equal
Financial institutions make highest-quality revenue from their high-income customers
But such customers have far higher service expectations
The relationship managers dilemma
How to be always available to meet the needs of their current high wealth clients while
Spending time meeting and building trusted relationships with prospective new clients
Increased mobility adds complexity
Relationship Managers may be in branches, but often travel to meet their more important
clients
How to route calls across branch pbx, offices, mobile, home and virtual teams operating
across locations increases complexity further
Challenge to alert staff as to missed calls, voicemails or open issues remains a problem
More points of contacts actually decreases customer service capability.
To Measure is to Manage
Pulling management information on the customers experience in such a fragmented
operation is essential – but difficult

3. Principals for voice on Relationship Management
Never make the customer do the work – that’s what the application is for
Voicemail is the last, last, last, last resort
The power of the team
Minimise complexity for your people (eg multiple voicemail boxes, devices)
The Importance of Information
Callers experience
Staff productivity
Intimacy

4. BT smartnumbers
for Relationship Management
Virtualises mobile, inbound geographic or non-geographic telephone numbers
enabling calls into these numbers to be delivered according to carefully defined
business rules.
Call-flows are designed to underpin precise customer service experience, eg
Routes calls to Relationship Manager at their current location
‘Duet’ will ring both the landline and mobile phone
Overflows to ‘virtual support team’ or ‘service centre’ if unanswered
Enable ‘VIP’ callers to have an elevated service experience
SMS alerts to keep staff informed of missed calls or voicemail
Works across mobile, geographic and non-geographic numbers
Rich management information to track the service experience of the most
important customers.
* Available Q3 2007

5. Call-flows always based on the Customers Experience
No limitations to the design of the
required call-flow.
Businesses present the precise
customer experience they wish in
order to;
Differentiate their service levels
Make best use of available resource
Service able to be easily modified
based on real-world call statistics
Perhaps front-end all numbers with
IVR to send automated transactions
through to call centre

6. Service Features - 1
A single point of contact
A single mobile, geographic or non-geographic number routes calls to Relationship Managers
and their support staff working across any location (offices, branches, mobile, home-offices)
No need for the customer to have multiple points of contacts. The call will route around all
members of the virtual team until completion.
Service can time-out to voicemail (with instant SMS alerts to team members) or be escalated
to a service centre if required.
IVR can offload routine/automated tasks to be handled by the service-centre
Personal DDI’s for VIP Callers
Staff can determine which customers are ‘VIP’ and more personalised levels of service, alerts
and response to these ‘VIP’ callers can be provided.
Enables full 360’ view of the customers interaction with the bank.
Virtual Teams
Staff organised into ‘virtual teams’ or skill-groups to handle calls from important clients
Simple online setup & management of these teams
Call-flows are consistent no matter where team members are working or on which device

7. Service Features - 2
Unified Messaging
Provides a single mailbox for calls, SMS and voicemail to mobile, calls to landline and
fax-mail
Supports individual and team mail boxes
Callers always given breakout option to ‘Press 0’ and speak to another team member
Alerts
Gives immediate notification of missed calls through SMS and Email
Shows who called, and which colleague took the call
One-click call back to either party
Reports
Presents detailed call-handling information
Benchmark call-handling against best practices in customer service
Business Continuity
Built into the service, which staff operating from any location without impacting call-
flow or the customer experience
Call recording of all transactions, even those delivered to mobile phones