Three Use Cases for Service & Support

Three Use Cases for Service and Support Chris Robbins, Chevron Kimberly Jansen, Misys Steve Petrofsky, VeriSign Track: Service and Support Executives

Safe Harbor Statement ,[object Object],[object Object],[object Object],[object Object]

Chris Robbins Technology Manager, Service Center Center of Focus [email_address]

Chevron Overview ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Focus Area: North America Service Centers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Key Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Solution ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],DEPLOYMENT DETAILS

Results ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],BENEFITS

Snapshot ,[object Object],[object Object],[object Object]

Kimberly Jansen CRM Programme Manager [email_address]

Company Introduction ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],INDUSTRY: Financial Services EMPLOYEES: +6,000 GEOGRAPHY: Worldwide PRODUCT(S) USED: SFA, Service & Support, Custom build applications, 1 downloaded AppExchange application # USERS: + 1,000

Service & Support within Misys ,[object Object],APAC MEA GLOBAL TREASURY EUROPE AMERICAS JAN ‘05 MAR ‘05 MAY ‘05 FEB ‘05 APR ‘05 GLOBAL CONTACT CENTER ONE COMMON PORTAL May ‘06 FEB ‘06 M MERGER Retail Self Service Portal Wholesale Self Service Portal

Merging Portals - Key Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Solution ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Results ,[object Object],[object Object],[object Object],[object Object],[object Object],“ The new portal is impressive - the layout of the logged cases screen is a big improvement.” Jeremy Richards - National Bank of Egypt “ .. it all works very well and makes it far simpler for us to follow up on outstanding issues and look for similar errors.” Mark Wiles - Mizrahi Tefahot Bank Ltd Do you find that the enhanced version of the portal has increased your likelihood to use the portal to log & follow up on issues logged with Misys? “ No - because we already find it indispensable !” Peter Woods - BGB 24% 14% Opics 31% 7% Midas 48% 15 Trade Innovation 50% 23% Financial Messaging 51% 4% Private Banking Solution 57% 44% Retail Bankmaster 70% 20% Other 75% 34% Retail Equation 92% 13% 3PP Aug 06 Aug 05 Product Area Portal Percentage

Impact on Case Turnaround Times

Case Origin Trend Case Origin COMMON PORTAL ROLLOUT

Merging Portals ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Portal – Home Page ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Portal – View Cases ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Portal – Case Search glc0501 ,[object Object],[object Object]

Enhanced Portal – Log a Case Field values dependent on Case Product area

Enhanced Portal – Solutions Enhanced Solution Searching per Category

Enhanced Portal – Solution Detail ,[object Object],[object Object]

Content Management ,[object Object],[object Object],[object Object]

Driven and Managed from Salesforce ,[object Object],[object Object]

Added Some Logic ,[object Object],[object Object]

Use of Web Techniques ,[object Object],[object Object]

Customers Like It! ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Steve Petrofsky Customer Care [email_address]

Company Introduction ,[object Object],[object Object],[object Object],[object Object],[object Object],INDUSTRY: Mobile Content Delivery Services EMPLOYEES: 4,500 GEOGRAPHY: Global PRODUCT(S) USED: Service & Support, SFA # USERS: 157

Key Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Content Purchase at Media Site

Subscription Ringtone Purchase

3 rd Party Access to Web2Case

Sample Dashboard of Consumer Support Demo Dashboard

The Solution ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],DEPLOYMENT DETAILS

Results ,[object Object],[object Object],[object Object],[object Object],[object Object]

Kimberly Jansen CRM Programme Manager Chris Robbins Technology Manager Steve Petrofsky Customer Care QUESTION & ANSWER SESSION

Session Feedback Let us know how we’re doing! ,[object Object],[object Object],[object Object],[object Object],[object Object],Save time! Use your cell phone or mobile device to send Feedback via SMS/Text Messaging! Send a message to 26335 In the message body: Session 152, #### For example, “ Session 152, 5555 ” Session ID: 152 Session ID # Scores for 4 categories SMS Voting powered by:

Three Use Cases for Service & Support

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Three Use Cases for Service & Support