The document describes an OpenSpan proof of concept that aims to streamline customer service processes through automating login, providing a unified composite view of customer accounts across systems, authenticating callers, retrieving account details, creating new contact and case records, and automating call notes. Key benefits include reducing average handle time, training time, and errors while increasing accuracy and compliance. Metrics show potential time savings of 57-97% for various processes compared to previous manual methods.

1. OpenSpan Proof of Concept

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
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3. Auto Login
• Improve agents’ initial setup times
• Streamline login process
• Stage applications within the desktop workspace
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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
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5. Streamline Account Inquiry Process
Eliminate:
• Copy and Paste
• Rekeying of Data
• Toggling Applications
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Reduce:
• AHT
• Processing Time
• Training Time
Increase:
• Accuracy
• Compliance

6. Authenticate Caller
• Enforce compliance to authenticate a caller
• Log values used for authentication
• Govern the business process flow
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7. Consolidated Account Details and Notes
• Simplified view of customer data:
History, All Accounts, Specific Account Details
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8. Create New Salesforce.com Contact Record
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• Auto create Salesforce.com contact records when one
does not exist
• Maintain data integrity across legacy applications
• Eliminate repetitive data entry

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
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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
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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%