OpenSpan Proof of Concept use case study

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OpenSpan provides desktop automation and analytic tools for the insurance industry call center. Today over 300,000 call center agents and back-office workers use OpenSpan to improve efficiency, reduce costs and overall improve the customer experience.

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OpenSpan Proof of Concept use case study

  1. 1. OpenSpan POC Presentation for XYZ Bank
  2. 2. OpenSpan POC Use Case Overview • Auto Login functionality • Unified Composite View • Account Inquiry Across Web CSR and Salesforce.com • Authenticate Caller • Get Specific Account Details • Create New Salesforce.com Contact Record • Create New Case in Salesforce.com and Web CSR • Auto Notes – Call Wrap up 2
  3. 3. Auto Login • Improve agents’ initial setup times • Streamline login process • Stage applications within the desktop workspace 3
  4. 4. Unified Composite View • Provide a 360 view of the customer • Data from multiple disparate applications • Quick Link Buttons for specific business processes – Get Consolidates notes history – Create new case 4
  5. 5. Streamline Account Inquiry Process Eliminate: • Copy and Paste • Rekeying of Data • Toggling Applications 5 Reduce: • AHT • Processing Time • Training Time Increase: • Accuracy • Compliance
  6. 6. Authenticate Caller • Enforce compliance to authenticate a caller • Log values used for authentication • Govern the business process flow 6
  7. 7. Consolidated Account Details and Notes • Simplified view of customer data: History, All Accounts, Specific Account Details 7
  8. 8. Create New Salesforce.com Contact Record 8 • Auto create Salesforce.com contact records when one does not exist • Maintain data integrity across legacy applications • Eliminate repetitive data entry
  9. 9. Create New Case in Multiple Applications • Reduce process times to create new case records and update other legacy applications • Ensure proper data values are notated correctly while maintaining a consistent format 9
  10. 10. Auto Notes – Call Wrap • Auto-append notes to System of Record(s) • View notes in Composite GUI • Maintain consistent note formats • Audit trail for day’s work • Reduce call wrap up times • Eliminates data entry • Eliminates errors • Forces process adherence • Accurate System of Record 10
  11. 11. POC “Quantified Impact” Metrics Process Before Keystrokes Before Time OpenSpan Keystrokes OpenSpan Time Total Savings (Time and %) Startup/Login 65 54 14 12 42 78% Acct Inquiry/ Authentication 10-28 28 10 16 12 43% Notes 27+ 26.3 31 + 11.3 15 57% View Notes 7 30 1 8.5 21.5 72% Create New Case 75 + 59 30 25 34 58% Call Wrap up Lots of keystroke 59 1 2 57 97%

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