Comdata Group
New technologies to support the efficiency of the Contact Center
28th November 2013
2
Agenda
Company overview Comdata Czech Innovation and best practices
3
Experience and methods applied to our industrial
model
Process Automation through non-invasive technology,
preserving the investments already made by customers
Operational orientation to manage complex processes
and large volumes of business
Comdata: partner for business transformation
TechnologyProcess Engineering Production
Global Partner for Business Transformation:Ability to ensure the business results
4
Comdata in the world
• Buenos Aires
800 FTE’S
Latin America Europe
• Turchia 1300 FTE
Rep. Ceca400 FTE’S
Romania1.700 FTE’S
Italy7.000 FTE’S
5
Services, Volumes and locations
Back Office
Document Mngt
Help Desk
Front-end
ItalyCzech RepublicRomaniaArgentina
ItalyRomaniaArgentina
ItalyCzech RepublicRomaniaTurkeyArgentina
ItalyRomania
30 Mln Telephone Contacts
12 Mln Contacts
14 Mln items
62 Mln inbound documents14 Mln faxes
6
Major Accounts
Telco
Energy
Industry
Financial Services
7
Agenda
Company overview Comdata Czech Innovation and best practices
8
Locations in Czech Rep:
Comdata Czech is based on 2 locations:
Both locations are offering easy recruitment and excellent qualified work-force.
Ostrava in Silesia-Moravia, a region in the noth-east of Czech Republic;
Chrudim in Bohemia,
100 km East of Prague.
9
Ostrava Facility:
500 sq. m86 operation positions2 training rooms (18+20)2 coaching roomsVideo conference equipment
Orchard Office Park
10
Ostrava Operations:
100,000 inbound calls/monthly+ outbound, managed from 100 operators in Czech language
Possibility of Front-End Multilanguage
and Back Office activities
High qualified staff:
5 TLs; 2 quality; 2 trainers;
1 Operation manager; 2 planner +
scheduler; 1 HR/adm.
Customer Care Center
11
Chrudim Facility:
900 sq. m.200 operation positions2 training rooms (12+12)3 coaching roomsVideo conference equipment
Chrudim Building
12
Chrudim Operations:
130,000 inbound calls/monthly+ outbound, managed from 200 operators for collection;retention; ADSL; migration; up-sale and cross-sale activities; proactive campaigns.
Possibility of Front-End Multilanguage
and Back Office activities
High qualified staff:
16 TLs; 2 quality; 2 trainers;
2 Operation manager; 3 planner +
scheduler; 1 HR director.
Customer Care CenterCustomer Care Center
13
Agenda
Company overview Partnership with Vodafone Innovation and best practices
14
Innovation
• New channels for customer interaction in a digital wayHow social medias impact on Customer Relationship Management (Social CRM)
The evolution of the mobile channel in the interaction with customers
• Technological tools to support Back Office Operations
15
How social medias impact on Customer Relationship Management
With hundreds of millions of people accessing the variety of online social networks, the world’s ability to connect and share
is limitless
From a business standpoint, it has
allowed companies to create a customer
experience like never before
16
How social medias impact on Customer Relationship Management
How has the social
media phenomenon
changed the way
companies interact
with customers?
What does social
phenomenon mean
for customer
relationship
management (CRM)?
This is the age of Social CRM, a different way of thinking about customer relationship management that focuses on using social media to enhance
customer engagement
SOCIAL MEDIACRM
SOCIALCRM
17
Why Social Media and Social CRM?
Why Social
Media & Social CRM?
To better understand the changes in needs of the
customers
To retain customers who will be encouraged to discuss the opportunities for interactivity
offers
To improve the image that will be perceived as a company who knows how to innovate and to interpret customers
needs
To increase lead generation
To reserve a specific and customized service
to users
18
Comdata for Social & Social CRM
Comdata offers a complete platform, C.Social, to help organizations in adopting a Social Strategy, managing relationship with customers also by Social Channels
Comdata C.Social helps organizations to improve:
CUSTOMER CARE SERVICES: Customer Care is enriched with all the resources that the web offers (e.g. comments on the various social profiles and business contacts)
SALES PERFORMANCES: Evidence of new opportunities online increase of sales channels
MARKETING ACTIONS: Planning and implementation of adv specific campaigns; control the course of the campaign using tools for monitoring conversations providing data on opinions, sales and brand reputation
19
Innovation
• New channels for customer interaction in a digital wayHow social medias impact on Customer Relationship Management (Social CRM)
The evolution of the mobile channel in the interaction with customers
• Technological tools to support Back Office Operations
20
In recent years smartphone sales are soaring worldwide, and predictions are a continuous growth
The evolution of the mobile channel in interaction with customers
How this great growth influences interaction with customers?
21
The evolution of the mobile channel in interaction with customers
ERGONOMICS USAGE POSITION ENGAGEMENT TIMING ATTENTION
TRADITIONAL INTERATIONS 2 Hands Sitting Fully dedicated I dedicate the
time it takesStrong Attention– dedicated
time
NEW INTERACTION IN
MOBILITY1 Hand Moving I remember
nowI dedicate the
time I have nowPartial Attention– fraction
of time between other activities
New technologies and new habits:
New approach to the contact:
FIRST INTERACTION WITH DIGITAL SERVICES
SUBSEQUENT INTERACTION WITH ASSISTANCE BY OPERATOR
• Self Service• Internet & Social
• Phone Call• Chat
22
Comdata for the new mobility approach
• Visual IVR and Visual WorkFlow
• Integrated live channel (Chat, Call e Scheduled Call)
• Instant Sharing of digital contents
• Customer experience tracking
Unified Mobile AccessTo manage this new way to communicate, Comdata proposes a specialized platform:
App
Web
IVR
23
Comdata for the new mobility approach
The new approach by mobile platforms allows immediate benefits:
REDUCTION in frequency of the calls
REDUCTION in duration of contacts
BETTER Customer Experience
- Costs Quality+
24
Innovation
• New channels for customer interaction in a digital wayHow social medias impact on Customer Relationship Management (Social CRM)
The evolution of the mobile channel in the interaction with customers
• Technological tools to support Back Office Operations
25
Technological tools to support Back Office Operations
Back office actions can be made more effective and efficient by the adoption of modern technologies to support
operations:
Tools for the ASSIGNMENT OF WORK to available agents
Tools that provide a UNIFIED VIEW of the customers and application
Monitoring Tools for Back Office Operations
26
Tools for the Assignment of Work: C.Contact
Contact Management & Dispatching Module for supporting the
operations of the contact center, both for activities of front/back
office
Assignment to available agents based on their skills and business
needs
Different operating models : inbound requests directly resolved and
closed by first level, or assigned to back office staff / second level
Comdata proposes C.Contact, a specific solution to manage the Assignment of Work to available agents
Integrated Contact Management Back Office Governance Contacts History Multi-channel management of requests
27
Tools for the Unified View: BSP
Comdata proposes specific solutions to implement Unique Desktop for operators
Rossi
MarioIngegnere
16/ 07/ 1972Milano
LombardiaItalia
Gestione centralizzata dei sistemiUnico Login di accesso
Unico Punto di AccessoGestione
centralizzata
CRM3270 HR BPM Resource MgmtTrouble Ticketing eLearning Fraud Mgmt IntranetFacility Mgmt
Operator
Unique Desktop
Unique Access
Log-in
Centralized Access to
applicatioons
Collection of information from operational systems
Composition of all information on a single view
Automation of processing steps
immediate results in terms of effectiveness and efficiency
of Customer Service Operations
COMDATA BSP
28
Monitoring Tools for Back Office Operations
Comdata proposes specific solutions to monitor Back Office Operations and Performances
Incoming call and replays; actual vs. planned (FO)
Incoming, worked-out and suspended activitivities (BO)
Multi-site monitoring
Document classification activities
Performance details per type of activity (KPI) Performance data of single activities (Drill Down)
Better monitoring, Better performances
What to monitor?
29
DocumentDeliveryCheck-in
Courier
Point of Sale
DocumentPreparation
DocumentScanning
Classification &Indexing
Warehouse
Document Management Best Practice:
Documents are prepared for
scanning(no sorting required)
Delivery is tracked
Document indexing (semi-automated)
Each dealer sends documents to the
service center using a courier
Validation &Compliance Audit
DMS
Signature and ID card checking
(manual activity)
Documents published on
Client’s Intranet
Web portal
Shipping and processing are fully
tracked
Client Comdata
BEST PRACTICE VS
CLIENTE
Toolbar – Strumento automatico peraccrescere l’efficacia del canale di vendita telefonico Front End 2.0 – Piattaforma per navigazione efficiente del’IVRMaggiordomo – Piattaforma per
l’integrazione front-end e back-end
CIT – Piattaforma per il dispatching e monitoring del back office (Cabina di Regia)
COFAX – Piattaforma …
FRONT END
BACK OFFICE
GESTIONE DOCUMEN
TALE
LINEE DI BUSINESS PIATTAFORME
NEW SICRED – …CREDITO
New document archiving process
Thanks for your attention
6th November 2013
Comdata rewarded as start-up of the year in ITC/SSC category by CzechInvest and AFI