Download - Service Delivery Directorate
IT
Accreditation
Customer Service
Digital Delivery
Service Delivery Directorate
Focus for today’s presentation
Regional Boards Webinar 18th June 2013
Customer Service Delivery
Unified customer services department
Review and set new service standards
Proactively seeking the views of our customers
Working towards the “golden record” to enable accurate delivery and identification of growth opportunities
Customer Services - the picture on the lid
putting our customers at the centre of the way we think and
all that we do
•multi channel •develop and promote 24/7 self service/help as channel of choice•Team available [9am-5pm] Mon-Fri
•defined service standards and published customer charter•right first time – resolve at first contact•tailored and flexible to meet customer needs•all CMI service ambassadors•measured and accountable
•simple documented processes•integrated & automated•data quality custodian•agile, flexible, scalable•Lean - eliminating waste
•positive relationships built on excellent service enables:•better retention•Opportunity identification
•we understand customers motivations•we learn from all interactions•we continuously improve
CMI Customer Charter
Launched in June 2013
Collaborative approach taken to generate version 1
Now available at the base of every page of www.managers.org.uk
The Charter:
• Outlines how customers can contact us
• What they can expect from us
• How to provide us with their ideas, suggestions and thoughts
• How we will handle complaints
Can you help us with version 2?
All thoughts welcome to [email protected] by 10th July please
See CMI – through our customers eyes
Key measures:•Net Promoter Score•Customer Retention•Very Satisfied with customer service
Monthly Customer Satisfaction Surveys:
•Members•Centres•Learners•Employers
Voice of the customer – non survey feedback and follow up action:
Golden Records
Purpose
•Enables more accurate data insight and trend analysis•Enables better segmentation and targeting of communications•Enables better reporting
Should result in
•Better generation and conversion of leads•Improved customer retention due to more personal customer experience
Defined fields of information that if we have for a customer gives us the best possible chance of continuing to do business with them
How will we get this data:
Online profile•First log in prioritises key golden fields•Embed link in all comms•Campaigns to drive completion – incentivised
Merlin•New easy interface for Golden Record completion – what is missing and single screen entry
Self Service
Membership Self Service
•Online joining – rewritten – fully automated – launched March 2013•Online profile– launched May 2013•Online renewal –August 2013•Online upgrade – due in 2013
Presentation agenda:
1. Digital delivery supporting the growth strategy – overview
2. Meeting digital objectives (year 1)
3. Supporting the regions online
Digital Delivery
Creating a route to market that allows CMI to penetrate target sectors
Delivering transactional capability to drive new and incremental revenue
Driving a reduction in operational costs; self service infrastructure
Gaining insight and market intelligence
Promoting the CMI brand
Digital delivery is intended to support the growth plan by:
Digital delivery is central to sales & marketing, service delivery and customer relationship management.
Supporting the growth planGrowth Plan
- Sector focus
- Improve cost effectiveness of RTM
- Grow customer numbers
- Cross/up-sell
- Increase sales of content
- Improved business processes
Digital Delivery
Micro-sites, lead capture
Reduce costly face to face selling
UK & international reach
CRM techniques delivered in real time
Checklists and online toolkits
Digitising processes (membership administration)
Deployment of a new Content Management System and eCommerce platformL Unified Solutions Ltd chosen as preferred supplier (following RFP & pitch)L Well established and scalable platformL Experience in delivering similar projects
Redesign the customer website – architecture, navigation and aesthetics – focus on employers, learning organisations and members
Migration of content and key features
Integration with member database, Merlin
Community platform and toolset
Customer engagement – converting visitors to customers
Meeting digital objectives – phase 1
Project plan – phase 1
Q1 2013 Q2 2013 Q3 2013Project kick off- 3rd party selection- Architecture- Specifications
Design- Concepts- Approval- CMS Training
QA & Testing- Web Development- Site build- QA
Launch- Go live
November launch
Supporting the Regions online – phase 1 Introduction to the Region
L Who should be involved
L Why involvement is important
L How to get involved; online and face to face
Who’s Who in the RegionL Board member profiles
L Contact details
Regional NewsL Management news feed
L User generated news
Diary dates
Event supportL Booking facility
L Photo share
L Video (where possible)
L Webinars
CommunityL Discussion forums
L Regional and specialist groups
L User profiles
L Social media integration – increasing reach
Central resource repositoryL Presentations, minutes, documents etc
Phase 1... Clean up operation of branch pages
L 66 pages from the old branch network set-up
L 532 members of the Branch Management Team Network
L Community posts dating back to December 08 A point of contact within Digital Delivery for any issues Guidelines provided on creating events, creating and answering community posts etc Administration rights to your area (but not publishing) Quarterly review and report of consumption of online services in each region
Phase 2... Look to work with you to define future online requirements
L one idea is an online mentoring service
Supporting the regions online (continued)
Questions
