Description Adopting a Multichannel Customer Service Strategy Discover how the world's leading independent conservation organisation: * Manage a growing number of emails without increasing staff numbers * Improved email response times by 33% in only 3 months * Resolve up to 40% of queries with automated replies By leveraging the latest technology WWF now aggregates and distributes Email messages to their supporter agents saving valuable time, money and resources.

1. Webinar
How WWF-UK Improved Email Response Times by 1.5 Days in 3 Months

2. Webinar Agenda
• Introductions
• Presentations from Daniel Parker
Account Manager for World Wildlife Fund UK
• WWF Background
• Why was a solution needed?
• What were the WWF-UK looking for?
• What was the solution?
• Business Impact
• Product Roadmap
• Questions and Answers
• Comments and Wrap Up

3. Introductions
Host
Iain Swanston
Sales & Customer
Service Expert
Presenter
Daniel Parker
Account Manager
WWF-UK
Technical Specialist
David Lough
Product Manager
Logicalware

4. How WWF-UK Improved Email Response Times
by 1.5 Days in 3 Months
BACKGROUND
• WWF-UK: A global conservation organization working in over
100 countries
• Founded in 1961 - The UK organisation was the first WWF
• 300 staff
• 700,000 active supporters
• Customer support based in Woking
• Customer Service activities focused around committed donation
sales in addition to general enquiries
LOGICALWARE
IS WORKING
WITH WWF-UK
TO IMPROVE
CUSTOMER
SERVICE

5. Why did WWF need a solution?
• Existing email management software was generic and not best
suited to the demands of a modern Customer Service Centre
• The existing email management software had little ability to
customise or support new streamlined business process
• WWF had no ability to measure performance of individual
agents
• Team leaders had no capability of reporting KPI’s on Productivity
or Service levels
• Agents were wasting time assigning emails to the service team
LOGICALWARE
IS WORKING
WITH WWF-UK
TO IMPROVE
CUSTOMER
SERVICE

6. What were WWF-UK looking for?
WWF were seeking a solution that offered improvements in
productivity, better management & reporting and delivery of the
WWF service levels.
PRODUCTIVITY
• First call resolution
• Agent prompted with pre-populated template responses for
speed and consistency of quality
• Active and waiting messages
• Automated responses
MANAGEMENT
• Forecasting Accuracy
• Adherence to Schedule
• Average age of query
• Customer call frequency
• Measurements against service level agreements
SERVICE
• Call centre status metrics
• Service level response time
LOGICALWARE
IS WORKING
WITH WWF-UK
TO IMPROVE
CUSTOMER
SERVICE

7. What was the solution?
• Mail Manager deployed alongside existing email management
system to specifically handle all Customer Service Enquiries
• WWF with the support of Logicalware Consultants created new
workflows to streamline their business process
• WWF created new user friendly automations, web forms,
templates and filters to support the new business process
• Customisable reports were created in Mail Manager to provide
insights into response times and other important KPI’s
LOGICALWARE
IS WORKING
WITH WWF-UK
TO IMPROVE
CUSTOMER
SERVICE

8. Process Automation

9. What was the Business Impact?
• Up to 40% of enquiries are now handled by automated replies
• Overall response times have been reduced by 33%
• Increase in agent productivity whilst increasing the overall
customer experience
• No increase in staffing levels required
• Scalable solution in place which can grow with the business
• Customer Service Department now able to offer Social Customer
Service with existing staffing
• Emails and Social Media now handled in one solution
• No additional technical resource required as usage of
Logicalware MailManager increases as WWF have grown
LOGICALWARE
IS WORKING
WITH WWF-UK
TO IMPROVE
CUSTOMER
SERVICE

10. Product Roadmap
• WWF needed a supplier that could work with them and would
develop the product based on their needs both now and in the
future
• MailManager is a mature product, tried and tested for 11 years,
and is continually evolving via a Customer User Group: for
example, the addition of Social Media which was launched in
2014
• Innovations continues with live Chat and greater integration into
business critical software such as ecommerce platforms,
ordering systems, databases, CRM
LOGICALWARE
IS WORKING
WITH WWF-UK
TO IMPROVE
CUSTOMER
SERVICE

11. Questions and Answers

12. Next Steps
• If you would like us to help you automate and improve your
customer journeys and business processes we can map out your
highest traffic process for £975 + VAT per day and demonstrate
how you can then create your own automations.
• We will be in contact in the next 24 hours with a recording of the
Webinar for you to share internally and discuss any next steps
you feel would be appropriate.

13. www.logicalware.com
daniel.parker@logicalware.com
twitter: @logicalware
Smart, Efficient inbound email and social media Customer eXperience Solution