Hoe neemt KPN het voortouw met klantgerichte support via een reeks van kanalen inclusief sociale media.

2. Hello, I am Annemarie
@annemarieluijk
..

3. Our origin

4. Jamesfeed integratie in Salesforce
D.m.v. een integratie met de Jamesfeed zien klantspecialisten direct in
Salesforce wanneer een er storing gaande is in het postcode gebied van de
klant, dit door een duidelijke melding in de case

5. Content!
Background!
Facts & Figures!
KPI’s!
Service Cloud!
Marketing Cloud!
2016 and onwards!

6. Content!
Background!
Facts & Figures!
KPI’s!
Service Cloud!
Marketing Cloud!
2016 and onwards!

7. 7
Internet
Service
Cloud
Route
Conversations
Setup Queues
Prioritize
Reply to SM via
SFDC
Radian6
Listening
Monitoring
Social Command Center
Social
Hub
Data Source Filters
Business Rules
Classifiers
Radian6
is
used
for
global
monitoring
and
listening.
The
tool
is
also
used
for
business
intelligence
purposes.
The
Social
Hub
is
a
business
rule
applica6on
which
forms
an
invisible
bridge
between
Radian6
and
the
Salesforce
Service
Cloud.
It
enables
KPN
to
automate
several
business
processes.
• Service
Cloud
is
used
for
case
handling
by
the
Social
Care
Agents
and
Specialists.
It
allows
efficient
and
effec6ve
case
handling.
• Within
the
Service
Cloud
the
Social
Care
agents
use
Cha6er.
This
enables
efficient
and
effec6ve
collabora6on
between
service
departments.
Create Dashboards
Collaborate
Dispatching
Backgroun
d

8. Content!
Background!
Facts & Figures!
KPI’s!
Service Cloud!
Marketing Cloud!
2016 and onwards!

9. Facts & Figures !
!
24/7!
!
120 agents!
!
2.500 posts per
day!
!
100% average
growth every
year!
!
!

10. Content!
Background!
Facts & Figures!
KPI’s!
Service Cloud!
Marketing Cloud!
2016 and onwards!

11. KPI’s!

12. Content!
Background!
Facts & Figures!
KPI’s!
Service Cloud!
Marketing Cloud!
2016 and onwards!

13. Service
Cloud

14. Labelling
&
Dashboard
s

15. Pro-active
Service
Content

16. K.PN
Custom URL
shortener

17. Content!
Background!
Facts & Figures!
KPI’s!
Service Cloud!
Marketing Cloud!
2016 and onwards!

18. Analytics

19. Transparency
is your key to
success

20. Social Narrowcasting
• Direct customer feedback to
raise awareness
• Department specific content
• Continuous innovation to
always be one step ahead
• Rollout continues throughout
2016, including mobile
Narrowcasting.

21. Location driven signaling
• Pins are dropped based on
webcare data
• Built-in threshold shows
percentage change per
region
• Region specific posts,
including actual content, are
directly shown

22. A direct link between the customer and our Service Quality Center

23. SQC
Cases

24. The problem we encountered
• Unexpected events can
disrupt infrastructure
• Legacy systems do not
detect external causes such
as power outages
• These external causes have
a high impact on customer
satisfaction

25. Texel

26. Shift to Chat
Data driven
Customer Journey
NEXTSTEPS

27. Thanks for listening!
Any further questions or comments?
Find us on Twitter or Facebook!
@annemarieluijk
@kpnwebcare
facebook.com/kpn