Uk power networks Logicalware Presentation
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This document discusses a proposal for UK Power Networks (UKPN) Contact Centre to use Logicalware's MailManager software to improve customer experience and realize resource savings. Currently, UKPN's 270 contact centre agents manually handle over 1,000 email inquiries daily, which is difficult to manage and measure. MailManager could help automate email responses, freeing up agents to handle more inquiries while improving response times. Based on case studies, Logicalware claims MailManager helped other clients reduce response times, increase agent efficiency, and save the equivalent of 1-21 full-time employees. This could result in an estimated direct savings of over £1 million for UKPN by better managing email volumes and driving more customers to self-service
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Uk power networks Logicalware Presentation
- 1. www.logicalware.comDaniel.Parker@Logicalware.com 0131 564 1103 Resource savings and improved customer experience
- 2. www.logicalware.comDaniel.Parker@Logicalware.com 0131 564 1103 Goals of project • Improved customer experience • Resource Management • Improved reporting of emails • Resource saving • Direct cost savings • Integration into current transformation project
- 3. www.logicalware.comDaniel.Parker@Logicalware.com 0131 564 1103 Current working environment for UKPN Contact Centre • 270 staff in Contact Centre, 2/3 working on email • Split into 16 teams • 1000 plus email enquiries coming into contact center daily • Customer emails usually come from 2 customer facing email addresses and web-forms • 15000 emails from B2B daily • 7000 email accounts within UKPN • Multi skilled staff who can handle multi-channel • Current Systems used include Storm Redwood 1, CRM 7, Outlook & Conversocial
- 4. www.logicalware.comDaniel.Parker@Logicalware.com 0131 564 1103 Current challenges within UKPN Contact Centre • Email management is manual and time consuming • Difficult to easily measure volumes of emails and time spent by agents handling these • This then makes forecasting of agent resource allocated to email a challenge • No Management control in place to limit agent access to emails • Lack ability to easily quantify emails relating to storm management when reporting back to OFGEM • Circa 120 enquiries logged per day lead to 300+ phone calls from customers per day checking on ongoing works • Difficult to measure and report back complaints to OFGEM. Can currently report back on complaints handled by telephony and letter in a simple manner • Require more out of current resource due to increasing volumes of traffic including volume of emails rising by 350% in past 2 years
- 5. www.logicalware.comDaniel.Parker@Logicalware.com 0131 564 1103 Future challenges Within UKPN Contact Centre • All 16 Distributors moving to single number, 105 • This is expected to lead to call volumes increasing by 50% • If email volumes continue increasing at similar rate, this will lead to 3,500 emails daily in the next 2 years
- 6. www.logicalware.comDaniel.Parker@Logicalware.com 0131 564 1103 UKPN – Benefit in using Logicalware Financial – Staff Resource Initial • 64 FTE Staff Cost P.A. £22,000 = £1,408,000 • Staff 10% more efficient = £140,800 Staff salary saved • Cost of MailManager P.A. = £33,792 • Direct Saving = £107,008 or 4.9 FTE Future Based on 280 FTE = Direct saving of £468,160 or 21.28 FTE based on similar figures as above and taking into account cost of MailManager Saving from driving telephone enquiries to email self service Cost to service customer care enquiries (100 x £7.50 x 365) = £273,750 or 12.4 FTE saved Cost to service general enquiries (300 x £3 x 365) = £328,500 or 15 FTE saved Total = £1,070,410 or 48.7 FTE after deducting cost of MailManager
- 7. www.logicalware.comDaniel.Parker@Logicalware.com 0131 564 1103 Examples of improvements seen by current clients WWF UK • Volume of 3.5k-5k plus tickets per month handled by 10 users • Response time has reduced from 4.2 days to 2.8 days • 48 Auto responses daily have saved 4.25 hours labour per day • Use of 10 licenses led to saving of 1 FTE or £22,000 MAPLIN 13k average – 58k plus during Christmas handled by 43 users 79% decrease in response time from just over 2 hours to less than 1 hour Initial ticket volume at start of contract was around 6k per month Do not have to resource up during peak trading such as Christmas Offer ‘Social Customer service’ without having to resource for this GO SKIPPY 70-85k tickets per month handled by 310 users 200% reduction in average response time from over 18 hours to just over 6 hours This has happened while volume enquiries have increased by nearly 4.5 times since using MailManager
- 9. www.logicalware.comDaniel.Parker@Logicalware.com 0131 564 1103 About us Our Mission • To enable our clients to transform how they view customer service and deliver an integrated customer experience. What we do • However and wherever your customers interact with your business, Logicalware connects those interactions with your business to help improve the overall customer experience. • We consolidate and enable the business to process and manage customer communications to provide exceptional customer service experience. Company Background • Established – 2002 • Based – Edinburgh • External investment – Shackleton Ventures • Team – 12