CCMG After Forever Conference Day 2, Solutions Stream 12:00 - Technological Innovation Driven by Winning Partnerships: Bankserv Africa

1. Technological Innovation Driven by
Winning Partnerships
Call Centre Management Group
29 August 2014

2. Page 2
Agenda
• Who are we
• What we are presenting
• The challenge
• The approach
• The statistics pre solution
• The solution
• The statistics post solution
• Summary and way forward

3. BankservAfrica Integrated
Page 3
Services

4. Page 4
BankservAfrica Integrated Services Overview
• Vision – to be the benchmark of the
contact centre industry
• Wholly owned subsidiary of BankservAfrica
• Manage 700 seats in Randburg
• Capacity to grow to 1 200 seats
• Strong corporate governance
• Strong focus on customer service
• Innovation drives the organisation

5. Page 5
What are we presenting

6. Page 6
What are we presenting
• Integrated dialer solution
• Involves:
• SMS
• Talking Tech
• Voice
• MMS
• Links several systems
• Reduces costs and improves
results

7. Page 7
The challenge

8. Page 8
The challenge
• Burning data
• Low returns on investment
• Poor brand image
• Low staff morale
• Treating everybody the same

9. Page 9
The approach

10. Page 10
The approach
• Followed a typical client life cycle
• Had the normal problems
• Generated results beyond expectations
• Example of what can happen when you
collaborate
• It is fun

11. Page 11
The statistics pre system

12. Page 12
The statistics pre system
PTR
Debit balances
Cost to retain
Total deposits
Pre system
29%
Not measured
R195
R4.2 million

13. Page 13
The solution

14. Page 14
The solution
• Segmented the data
• Created a treatment plan per segment
• Linked the systems so they operate as one
• Automated all the processes to reduce human intervention
and save time
John Garde – Principal
consultant at Principa
“This model has never
been implemented in
SA before.”

15. Page 15
The solution
High
Treatment plan per segment
Phase 1
Phase 2
Phase 3
Phase 4
Everyday Transactor
Plus
Design Mzanzi
Phone
SMS
T - Tech
MMS
SMS
T - Tech
MMS
SMS
T - Tech
SMS
Phone
MMS
MMS
Phone
SMS
T - Tech

16. Page 16
The solution
CIC telephony system
SMS
Talking Tech
CRM data base
Debtors management
system (LAW)
MMS
Many systems operating independently

17. Page 17
The solution
CIC telephony system
Debtors management
system (LAW)
Created a single interface
SMS
Talking Tech
CRM data base
MMS

18. Page 18
Basic call flows across all systems

19. Page 19
The statistics post system
PTR
Debit
balance
Cost to
retain
Total
deposits
Pre system
29%
Not
measured
R195
R4.2
million
Post system
47%
R5.1
million
R137
R566
million
Improvement
62%
N/A
29.7%
R562
million
No cost to
the client

20. Page 20
Success factors

21. Page 21
R566 million
total deposits
R5.1 million
debit
balances
collected
57 158
customers
retained
R137
average cost
to retain

22. Page 22
99.9% uptime
Out
performed
the business
case by
200%
Positive
impact on the
balance
sheet
True
partnership

23. Page 23
Created
employment
Improved
customer
experience
Enhanced
the branch
processes
Provided
valuable MIS

24. Page 24
Created a mobile app

25. Page 25
The way forward

26. Page 26
The way forward
• Keep adjusting the segmentation model
• White label the solution for other clients
• Continue innovating
• Continue adding value and enabling our clients’ success
• Working other campaigns
• Transition back into the clients’ call centre
• Create more employment
• Have more fun

27. Page 27
Questions