iTask:Power to the Back Office

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Routing and processing tasks from email, web-forms, front office and mobile directly by the back office via a SAAS Solution

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iTask:Power to the Back Office

  1. 1. ©2011TietoCorporation iTask Power to the Back Office
  2. 2. © 2011 Tieto Corporation Main issues • Your Customer: • Has its’ own idea of what handling times of requests and purchases should be • Will contact whatever channel to get the process moving • Has no live tracking and tracing of requests/purchases • Front and Back Offices have to deal with: • Repeat calls (telephone/email) • Needs to punch in data from all kinds of mediasources (webforms, emails, scanned data) into the systems • Confusion about status between Front / Back office • No real time overview and forcecast of the complete workload • Sharpening SLA’s en KPI’s to meet market demands 2
  3. 3. © 2011 Tieto Corporation What we all want: • Better cooperation between Front and Back Offices • Live tracking and tracing of requests and purchases for: • Consumer (Web, Mobile) • Front & Back Office employees • Supervisors and Management • A complete overview of (expected) workload • No Backlog • Tasks routed to the appropiate employee • Able to steer on SLA and KPI’s • Change prioritees • Change handling times • Up/DownScale the workforce In short: enabling both consumer as internal employees to submit and to process purchases and requests in an efficiënt and natural way. 3
  4. 4. © 2011 Tieto Corporation4 2011-03-22
  5. 5. © 2011 Tieto Corporation5 2011-03-22 “I want to activate/purchase product or service
  6. 6. © 2011 Tieto Corporation6 Sources Employee Supervisor Manager Track & Trace SLA: Your Service Promiss
  7. 7. © 2011 Tieto Corporation7 2011-03-22 Perspective of the Customer Manage the expectations of your customers: •Offers status information about requests in self service channels •Fluency (cooperation between front and back office) •Tasks processed within expectations
  8. 8. © 2011 Tieto Corporation Perspective of the employee More tasks handled in less time: •Automatic routing of tasks to the right employee •One, easy to use interface with 360o customer profile •Accurate and fast processing with “smart pasting” dat into back end systems.
  9. 9. © 2011 Tieto Corporation9 Perspective of the Dispatcher No more “lost” requests, tasks and order forms: •Detection of irregular and bounced tasks and requests •Auto escalation of SLA threatening tasks •Digitally modification and reassignment of requests
  10. 10. © 2011 Tieto Corporation10 Perspective of supervisors and management Meet your SLA’s: •Management dashboard with real time info •Grip and steering though escalation module •Reports and analysis of complete workload process Save Costs: •Minimize repeat” calls”/requests •No more “straight to printer” processes •No more costs due to crysis staffing
  11. 11. © 2011 Tieto Corporation11 Perspective of the administrator Plug and Play: •Easy creation of sources, tasks and rules •Instant overviews of flows, groups and agents •No dependency on IT: software as a service
  12. 12. © 2011 Tieto Corporation iTask 12 Manage the expectations of your customers: •Offers status information about requests in self service channels •Fluency (cooperation between front and back office) •Tasks processed within expectations More tasks handled in less time: •Automatic routing of tasks to the right employee •Easy to use interface with 360o customer profile •Accurate and fast processing with “smart pasting” data into back end systems. Meet your SLA’s: •Management dashboard with real time info •Grip and steering though escalation module •Detailed Reports and analysis of the complete workload Save Costs: •Minimize repeat” calls”/requests •No more “straight to printer” processes •No more costs due to crysis staffing Plug and Play: •Easy creation of sources, tasks and rules •Instant overviews of flows, groups and agents •No dependency on IT: software as a service So it will be done before Thursday 13:30 ?
  13. 13. ©2011TietoCorporation Martijn.Feekes@Tieto.com Enrico.Pruis@Tieto.com Bart.defluiter@Tieto.com

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