Jamie Dormandy, RNIB - Transversal customer summit 2016
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Jamie Dormandy from the RNIB, talking about their need to make information more accessible to all users, regardless of their abilities, and how Prescience™ Self-Service Advisor from Transversal helps them to achieve this.
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Jamie Dormandy, RNIB - Transversal customer summit 2016
- 1. Jamie Dormandy RNIB RNIB case study
- 2. Working together 2 RNIB & Transversal 20 June 2016 Jamie Dormandy, Head of Customer Service and Support Giulia Mattoza, Digital Project Manager
- 3. Working together RNIB: what we do • Make every day better for people living with sight loss • 4 organisational priorities: • Being There: from the point of diagnosis and beyond • Independence • Inclusion • Prevention • 350,000 people registered as sight impaired in UK • c. 2m people live with significant sight loss
- 4. Working together 4 Watch RNIB Promo video here: https://transversal.wistia.com/medias/xh2fjqsypv
- 6. Working together And it is easy to integrate 6
- 7. Working together What’s what: internal portal From this: To this:
- 8. Working together 8 Watch a video of a blind user navigating the RNIB help site: https://transversal.wistia.com/medias/82jrj5n1xw
- 10. Working together What’s next: partner portal • Over 300 charities supporting people with sight loss in the UK • Sight Loss Advisers cover 43% eye clinics in England
Editor's Notes
- Background to RNIB & Transversal – used as intelligent FAQ tool online to drive self service and improve customer journey online Increased functionality with FAQs in context on website launched internal portal this year for staff/volunteers
- Mission: make every day better for people living with sight loss: 360k / 2m. 1 in 5 over 75; 1 in 3 over 90. We do that by: being there for people: from point of diagnosis and beyond. Our sight loss advisers are based in eye clinics across the UK and over the phone Independence: products, advice and support. Library: 23,000 books and 200+ magazines and newspapers. Inclusion: campaign and consult – political and increasingly collaboration with companies eg Microsoft, Google, Amazon. and prevention: help prevent avoidable sight loss Main focus to 2019 Triple the number of customers we serve (90,000-250,000) Support for everyone newly diagnosed with sight loss Provide consistently excellent quality of service to all customers however they use our services
- When people receive a diagnosis that means they'll lose some, most, or all of their sight, there are thousands of questions they want answers to. Ref Understanding series – transcribed to a webpage - lots of scrolling – bounced rate of 86% - probably scared people off! “I needed someone to talk through the diagnosis. I had to go home and google it. It was very clinical and doesn’t take into account the shock and your feelings” Made online experience much more intuitive and human: “Hub” model; integrated related FAQs to pages. [bounce rate on some of the pages by 17 per cent (PVD was 86 per cent now 69 per cent)]
- - Sharing API - (Transversal) documentation and (Drupal) writing code to connect to API - Created back end functionality for editors to choose from a list/filter of FAQs and add copy to the promo - 5 weeks turnaround
- When people do call us – a consistently excellent customer experience – difficult when queries are so varied and come from people at all stages of coming to terms with losing sight. A barrier to this was knowledge. It was expensive. Previously people prided themselves on how much they knew, now it’s about how much you contribute to shared knowledge. Launched with our Helpline in January. Some success already: AHT reduced by 20%: 5.20 to 4.20 Transfers reduced from 29% of all calls to 15% of all calls C-Sat: in first 6 months “how knowledgeable” 75% to 81% scoring 9 or 10/10; “provided all the information you needed” – from 82% to 88% scoring 9 or 10/10. Internal user adoption has been key: - Involve key advisers before and during launch – ref Facebook At Work - Appoint category champions - Vote for the name – we were nearly iKnow !! Accessibility
- 67% Wales, 68% Scotland, 100% NI