visnetic presentation

8/14/2019 Visnetic Presentation

1/23

Visnetic MailFlow

Work flow / Performance

Management


2/23

Non Phone Activities

Website Forms (5 work types) Customer inquiries generated after completing

a web form

Sales Support (8 work types) Escalations, discounts, research

Customer Email (12 work types) Inquiries generated via email

Customer Surveys (3 work types)

Responses to survey requests


3/23


4/23

Challenges

External customer requests are mixed withInternal customer requests

Manual email management

Unable to determine # and types of requestsin order to improve processes, addautomation, and determine FTE

Unable to distribute workload effectively

Unable to track individual performance


5/23

Email Requests (Outlook)

External Customers

Sales

Operations

Terminals Service Recovery

Accounting


6/23

CS Website Requests

Customer Service

Escalations

Refund Requests

VIP Orders Customer Correspondence


7/23


8/23

Visnetic Solution

External Customer requests are categorized,prioritized, and worked separately fromInternal Customer Requests.

Automates workflow distribution and allows

workflow to be managed Ability to determine # and types of requests inorder to develop processes, gain efficiencies,and reduce costs.

Responses to customers can be pre-defined or

recommended by the tool, eliminating 80% ofthe time spent typing e mails to customers.


9/23

Visnetic Solution

Prevents Duplicate emails/requests Each request/email is tagged with a unique ticket

number. Any replies or additional emails route tothe ticket number.

Tickets can be closed and automatically re-opened based on user specification Example: VIP orders may be checked every other

day. The user can check the order, close the ticket,and specify a re-open date.

Reporting! External Customer

Internal Requests

SLA

Individual / Group Performance


10/23

Visnetic MailFlowHow does it work?

Manager / Administrator defines rules based on From Email Address To Email Address

Subject Text Text within the body of the message Any combination of the above

These rules determine The work type (Internal, Sales, etc) The user assigned to work the request

Unique Ticket Numbers A unique ticket number is automatically created The CS Rep works the ticket, responds to the requestor Upon response, the ticket can remain open, be closed, or

closed/re-open


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Visnetic MailFlowRouting Rules

When an email is received, itis evaluated by the routing

rules to determine theappropriate category

(Ticket Box)


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Visnetic MailFlowMain Screen

CS Rep

Information

Work Types /count of open

requests


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Visnetic MailFlowTicket Box Detail

TicketNumber

# Emailsin Tkt

TicketBox


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Visnetic MailFlowTicket Detail

TicketHistory

TicketDetail


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Visnetic MailFlowCompleting Requests

Select Response


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Visnetic MailFlowCompleting Requests

Inserted Response

User Can CloseRequest upon sending

response or choose toclose and re-openticket on a specified

date.


17/23

User Test

Tested live data week of 6/1

Completed 518 tickets

Issues reported

Slow response time (Resolved) Duplicate tickets (Resolved)

Automated assignment Inop (Pending Visnetic)

Created organized work types

Completed timings to estimate new reasonableexpectations


18/23

Live Test Manual Report

299

219

518

Customer Email

Internal work types

Total

0 200 400 600

Count

Count


19/23

Live Test Visnetic Report

9

118

12

65

21

16

36

14

88

18

53

2246

0 20 40 60 80 100 120 140

C- Payment

C- Status Request

C- Adjustment

C- Goodwill

C- Condition Waiver

C- Cancel

C- Late Car

C- Escalations

I- Discount Requests

I- Goodwill

I- Late Car

I- EscalationsI- Up Sell

Count


20/23

Live Test (Manual)Productive Hours Earned = 86.33

49.83

36.50

86.33

0.00 20.00 40.00 60.00 80.00 100.00

Customer Email

Internal work types

Total

Hours

Hours


21/23

Live Test (Visnetic)Productive Hours Earned= 59.74

0.45

9.83

1.00

8.13

1.311.00

6.00

3.50

7.33

2.258.83

5.50

4.60

C- Payment

C- Status Request

C- Adjustment

C- Goodwill

C- Condition Waiver

C- Cancel

C- Late Car

C- Escalations

I- Discount Requests

I- GoodwillI- Late Car

I- Escalations

I- Up Sell

Hours

Hours


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Future:Outbound Sales Program

Web Quotes - not booked

General sales Inquiries

Cancels for specified reasons

Customers who chooseanother service provider

Email is generated intoMailFlow

Prompts Outbound CallTimeframe is based on Rulesfor each action

Sales Reps pull Oldest LeadFirst

Lead could be closed or closedand re-opened at a later dateif customer is just shopping

If customer not interested, wewill KNOW why and Cancelthe quote with reason code.

Action Result

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