2012 numero - Commercial In ConfidencePage 1 Steve Almond Ian Daintith Ian Campbell 3 rd April 2012 Prepared for Jigsaw 24 Emily Howard Francesca Fulthorpe numero retail presentation 2012 numero - Commercial In ConfidencePage 2 Proposed Agenda Introductions Objectives for Today About Jigsaw 24 - strategy, challenges? About numero Who, What, Why The numero interactive platform overview Demonstration of capability to include social media Opportunities? Next Steps Please ask questions throughout 2012 numero - Commercial In ConfidencePage 3 To deliver excellence and to always act with integrity, agility and pragmatism ensuring the customer is central to all we do, all of the time. Values What Software Platform Delivery Approach Engagement Method numero interactivenumero interactive Class leadingClass leading Enterprise scaleEnterprise scale numero pronumero pro Agile yet results drivenAgile yet results driven numero actnumero act Business led,Business led, ROI centricROI centric Mission To develop, deliver and support the most advanced multi-channel customer interaction management solutions for the Worlds leading and forward thinking organisations where the customer experience is truly valued Who numero enable customer focussed organisations to deliver exceptional experiences to their customers however they choose to communicate whilst dramatically reducing operational cost About numero 2012 numero - Commercial In ConfidencePage 4 JennyGaryBarryMikeAnne Gordon Challenges : Demographics and Channel Fire and forget consumerist Digital DIY dude Silver surfer No nonsense trouble shooter Old fashioned service lover Grumpy old man 2012 numero - Commercial In ConfidencePage 5 Challenges : Some research data.....Forrester and SeeWhy state 80% of baskets are abandoned before checkout and this figure is rising...yet 30% are due to reasons customer services can influence... on average 82% of customer deflections are due to issues relating to customer service EConsultancy state that 48% UK consumers said the telephone is the most frustrating customer service channel - 8 times more frustrating than live webchat and 3 times more frustrating than % of the inbound calls were from customers who had tried to resolve the issue online before calling. More than 30% were on the companys website while talking to the service representative... Customer Contact Council More than 44% of online consumers say that having questions answered by an agent while in the middle of an online purchase is one of the most important features a Web site can offer Forrester Research 15% of people aged between prefer to interact with customer service on social media. This demographic is not just the future its the now EConsultancy, 2012 Companies lose 10 customers to every 1 that actually complains and it costs companies on average 20 times more to obtain a new customer than to keep an existing one. 2012 numero - Commercial In ConfidencePage 6 About numero numero supply best of breed enterprise class multi-channel Customer Interaction Management solutions numero interactive Enhance Customer Experience and Journeys Drive Contact Centre Efficiencies, reduce workload Increase sales revenues numero interactive is a platform which combines a number of modules... Single Agent Desktop Business Process Automation CRM Content Management System / KB Reporting and Management Information 2012 numero - Commercial In ConfidencePage 7 Multi-channel solutionsDocumentTelephonySMS/MMS Messaging WebsuiteWeb ChatCall Me BackMobile FacebookTwitterBuzzOther 2012 numero - Commercial In ConfidencePage 8 The successes 2012 numero - Commercial In ConfidencePage 9 Our Clients : Retail, Utility, Public, Finance 2012 numero - Commercial In ConfidencePage 10 The numero platform 2012 numero - Commercial In ConfidencePage 11 Enrichment Single Agent Desktop Content Management System CRM Reporting & Management Information Business Process Automation Fulfilment External Applications numero solution components 2012 numero - Commercial In ConfidencePage 12 Solution Operation Phone Web TwitterWhit Call-backs SMS XML Chat etc Phone Web TwitterWhit Call-backs SMS XML Chat etc Workflow Workflow B Workflow A Enrichment Inbound Gateway Knowledge Base Knowledge Base Self-Serve Web Suite Self-Serve Web Suite Unified Agent Desktop Work Status Customer & Case - CRM Lite Resource Manager Universal Queue Agent Availability Agent Skills Queue Size & SLAs Outbound Gateway Supervisor Console Information Control MIS Analytics Back-Office Systems CRM Legacy Billing Fulfilment CTI/IVR 2012 numero - Commercial In ConfidencePage 13 Product Demonstration 2012 numero - Commercial In ConfidencePage 14 Social Media Capability 2012 numero - Commercial In ConfidencePage 15 Facebook Self Serve and Dynamic FAQ 57% of consumers across all age groups will search for an answer to a question online first 30% of inbound calls are from customers on the company's website at the same time that they are talking to an agent on the phone Typical reduction of 20% of incoming contact...some of our clients have achieved 33%+ reduction in FTE Improved customer service by increased First Time Resolution Utilises same Knowledge Base as Customer Service advisors to provide consistent message... numero solutions power both web and Facebook... 2012 numero - Commercial In ConfidencePage 16 Discussion About Jigsaw 24 - strategy, challenges, opportunities? Next Steps 2012 numero - Commercial In ConfidencePage 17 Capabilities 2012 numero - Commercial In ConfidencePage 18Managementnow accounts for 20% of contact centre workload across our clients and growing... Typically we see 200% increase inproductivity over Single Inbox Solution (Outlook, Lotus Notes etc)productivity from 8 to 20+s per hour per agent Each incomingtypically costs an organisation more than 1 to handle... Natural Language Processing interprets nature of enquiry and categorises and prioritises routing to correct advisor...no manual intervention Consistent messaging powered by Knowledge Base and Pre-Authored Content Degree view of customer fully integrated to case and customer records. Enhanced customer insight 2012 numero - Commercial In ConfidencePage 19 Single Agent Desktop 2012 numero - Commercial In ConfidencePage 20 Integral Knowledgebase 2012 numero - Commercial In ConfidencePage 21 Web Chat The right chat, at the right time, with the right customer... no wasted chats Rules Based Web Chat Engagement known customer, time on site, checkout stage, basket contents, purchasing history Degree view of customer fully integrated to case and customer records The most cost effective customer engagement channel circa 40p per session... ~10% increase in AOV through cross sell... 25%+ baskets closed when chat engaged with numero... 2012 numero - Commercial In ConfidencePage 22 Twitter 2012 numero - Commercial In ConfidencePage 23 Social Outreach Currently under development for release Q numero will monitor keywords, mentions and comments across the entire web. Our blog and forum strategy is to aggregate the aggregators: we provide data from some of the largest blog and forum aggregators. We provide keyword, username, and firehose feeds (when available) from the following sources (to name a few) 2012 numero - Commercial In ConfidencePage 24 Case Studies 2012 numero - Commercial In ConfidencePage 25 Selfridges Selfridges: World famous brand with 100 years of customer service excellence Recently named Best Department Store in the world Selfridges Group turn over approaching 2billion Services via store, telephone & online Our Solution: Manages Ecommerce alerts and exceptions related to orders, deliveries & payments Handles inbound and outbound telephony,, document handling, fax and SMS Reduceshandling by 50% Reduces document handling by 25% 2012 numero - Commercial In ConfidencePage 26 Tesco Tesco: One of the worlds largest retailers Employs over 492,000 people worldwide Operations in 14 countries Services via 5,380 stores and online Our Solution: Achievesto Call as singular business process Reducedhandling by 30% Proactive Call Handling with a target 4 hour response time Customer satisfaction improvement due to Call Contact rate Multi-brand solution 2012 numero - Commercial In ConfidencePage 27 GAME GAME: Europes leading specialist games retailer Over 1,300 stores worldwide 3 online brands; GAME, Gamestation and Gameplay Services via store and online Our Solution: Increased productivity by 300% and improved quality of service forchannel In-store helpdesk solution to increase availability of store based staff Working at a strategic level to support GAME Groups multi-channel development plans 2012 numero - Commercial In ConfidencePage 28 Summary - Consequences of engaging Before numeroAfter numero Excessive Average Handle Time and poor First Time Resolution rates resulting in frustrating repeat calls SLA based workflow screen pops work to the agent with all associated customer and case records improved ftr and < call backs Ups ell and cross sell introduced, + happy customers Manualand document management;through common inbox, documents separate manual handling Fullmanagement with Natural Language Processing allowing automation Agent Desktop with multiple applications running, high staff turnover, long training cycles One single desktop application, context based to empower the agent to resolve enquiry one and done Customers phoned in to chase their order / serviceCustomer kept fully up to date by proactive personalised updates informing them at every stage of the status of their ?? Customers phoned in to chase their order / serviceCustomers can go on line and self serve themselves when they want to and how they want to Disjointed, silo based channel approach360 degree view of all customer interactions for every contact across, voice, web, mobile and social media High online abandonment from the check out (dropped basket) rate with no recovery effort (no upsell in call centre) Pro-active, rules based, scheduling of call backs,and web chat to engage customer on basket drop Inconsistent customer interaction contentInteractive, organisation wide platform Knowledge Base powering dynamic FAQ on web and advisor Poor/none existent MI around Contact Centre performanceFull suite of MI reporting services and dashboard across contact centre operations and customer KPIs The table below shows typical before and after comparisons for clients who engage with numero. 2012 numero - Commercial In ConfidencePage 29 Summary Why engage with numero? BenefitsTypical savings Financial Returns 25% cost savings across the contact centre operation 350k per annum return A significant ROI of 220% with break-even within 9 months Operational Efficiency 40% reduction in inbounddue to deflection, first time resolution and web self serve 25% increase in productivity (transactions per week) Sales Uplift Recovery of 10% of abandoned shopping carts 250K per annum in revenue Increase of 15% in repeat orders 750K per annum Marketing Reach Customer acquisition costs reduced by 10% through social media engagement and increased retention 35% increased return on marketing spend through a 360 view of the customer Customer Satisfaction Customer satisfaction rating raised from 75% approval to 97% An on-line retailer with a customer contact centre of circa 50 agents recently engaged with numero. The benefits were outstanding: 2012 numero - Commercial In ConfidencePage 30 Next steps Our approach Engage Introduce numero, understand clients operation, evaluate potential Study Review business functions, identify opportunity, quantify benefits Playback Present findings, proposed solution, projected benefits and ROI Approval Acceptance of ROI and solution, budget secured and contract agreed Elaboration Detailed design documentation and project planning Construction Build of solution using Unified Process approach Transition UAT, Training, go-live support, on going support and maintenance numero act numero pro 2012 numero - Commercial In ConfidencePage 31 Summary - Testimonials Quite simply put, numero are one of our 3 key strategic technology partners numero has consistently delivered on time, to budget and offered excellent post implementation support. In fact they have exceeded all our expectations numero can be trusted to deliver world class solutions As a leading BPO we have evaluated all the main multi-channel interaction solutions and numero is streets ahead both as a partner and technology A superb company to do business with Greg Smith Group CIO, Yodel (formally DHL UK) Pete Conner Group CIO, Argos (Home Retail Group) Birger Thorburn Group CIO, Cable and Wireless Vic Gysin Group COO, Capita Jamie Hughes Head of Customer Service, Tesco.com 2012 numero - Commercial In ConfidencePage 32 Thank you Steve Almond Business Development