This document summarizes the global organization of a company's customer desk from 2006-2012. It details the teams responsible for sales administration, debtor service, access devices, and customer relationship management. It also outlines the main steps in welcoming customer calls, use of a CRM system (Siebel) to manage customer relationships across channels, key issues around optimizing CRM use, and goals for customer desk reporting and key performance indicators.

1. CUSTOMER SERVICE
PRESENTATION
2006-2012

2.  Global organisation of the Customer Desk
 Sales Administration/ Debtor service and Access device
Manager
 20 000 contracts / 38 000 drivers
 Subscriptions Turnover 2011 : 27 millions
 Manual invoices turnover : 800 K€
 Sales Team : 7 FTE , Repartition B to C and B to B accounts
/ 1 Supervisor
 Debtor Service Team : 1 FTE and in the coming months,
2FTE and 1 Credit Manager
 Access Device Team : 1 FTE and 1 temporary worker (
following up the changing of PMS systems)

3.  4 Main steps in welcoming calls in
Customer Relationship
 Beginning the relationship
 Qualification and identification of the Customer
 Understanding the issue of the Customer
 Solving the issue of the Customer and concluding
the Relationship
Interactive Vocal Server ( Hermès
solution)

4.  1. Multi Canal Customer Relationship
Management
 E-mails
 Postal mails
 Incoming Calls
 Creation of common motives identification
◦ 3 main typologies and five entries for each
1. Positive Argued contact
2. Négatives Argued contact
3. Non Argued contact

5. 3 main typologies and five entries for each

6.  Use of SIEBEL( CRM)
◦ Today :
 For every incoming call, searching and opening of
the Customer account in Siebel
 Implementing all new data and information
concerning the customer in his account ( including
claims)
 For every postal mails and e-mails, same process
( inclosed documents on the account of the
customer)
 All postals mails send to the customer are linked
to the account in siebel
 All the commercial proposals and signed contract
are linked to Siebel
 Sales administration and debt service use Siebel
for the customer Relationship management

7. ▌ Use of SIEBEL( CRM)
▌ Tomorrow :
▌ Direct link between Siebel and Hermes I.V.S
▌ Closer follow up for the manager on every call
▌ Implementing an efficient reporting of CRM thanks to
motives typology

8.  Main issues
 CRM use not optimized
 No connections with the others departments of the
company to ask for assistance
 No use of the CRM to developp Business
 No Iframe Siebel for Navision account ( invoices and
credit notes)
 Création of the login password directly by Siebel for the
Web Shop
 Create detailed reportings on customer account ( asked
to QIS)
 EVITA :pdf tender?

9. France Customer Desk Reporting
Hermès and reporting/ Key performance indicator
 Welcoming ratio for customer desk and individual FTE
 Reportings on incomings calls qualifications ( by motives)
 Reporting for incomings calls/emails/postal mails by motivs

10. Welcoming Ratio on I.V.S