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numero social media solutions

numero social media solutions . 15/11/2011. Agenda. Introductions Current state of play The problem Highlighted requirements Potential solution n umero overview Products and company numero and social Twitter Facebook Outreach Benefits. Current state of play. The problem.

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numero social media solutions

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  1. numero social media solutions 15/11/2011

  2. Agenda • Introductions • Current state of play • The problem • Highlighted requirements • Potential solution • numero overview • Products and company • numero and social • Twitter • Facebook • Outreach • Benefits

  3. Current state of play

  4. The problem • Santander has an existing problem with people’s perception of poor customer service • The problem is both in-branch and via communication channels • Santander has no insight into customer conversations and no way to action any negative sentiment • Santander have no ability to repair brand relationships in new channels (social media) using them as customer interaction channels • Highlighted social media as a key area where consumer sentiment is being expressed: Within networks • Twitter Externally on the wider web • Forum posts • Blogs

  5. The problem – desired solution

  6. The problem – where numero can help

  7. What numero can do… • Reduce written complaints • Improve service on other channels • Improve deflection from written using dynamic FAQs • Improve “self-service” offering • Proactive response to issues • 24/7/365 monitoring • Prioritization of important commentary • Improved response/resolution time through template content, auto-suggestion data archives and automation • SLA aware • Universal queue & case history for telephony agents • Drive positive customer feedback on social • Inbound and outbound messages • Template content and QA • Resolution “in-channel” will promote a positive (public) customer experience • Drive customers from email to social • Warm handovers from email to social • Inbound email deflection to push to social • Social will be the quickest, easiest path to resolution in some cases • Automation

  8. What numero can do…(cont.) • Inbound workload balancing • Core feature in resource manager which is aware of: • Agent skill profiles • Agent average time per: • Company • Category • Customer • Agent affinity • Inbound communications • SLA/Targets • Secondary Profiles • Advanced QA system • Advanced reporting and supervisory controls

  9. numero overview

  10. Overview and business reach UK North America Europe India Monaco Macau Caribbean & Panama Australia Falklands Our partners committed to delivering world class solutions through working with numero:

  11. Latest clients ◄ ►

  12. numero Solution Operation Proactive Events InboundGateway Enrichment Workflow OutboundGateway Email Letters SMS Call Backs XML etc CTI Telephony Telephony CTI Workflow A Reactive Events Billing Workflow B Self-Serve Web Suite Twitter XML etc Fulfilment CRM Resource Manager Legacy Knowledge Base Universal Queue • Agent Availability • Agent Skills • Queue Size & SLAs Back-OfficeSystems Work Control Unified Agent Desktop Status Information Supervisor Console Customer & Case - CRM ‘Lite’ MIS Analytics

  13. Tesco Bank: Tesco brand critical to the Mortgage offer Club Card integration key to success 6.5 million customer accounts Services via store, telephone & online Our Solution: Manages 250+ agents through multi channel Delivers a single view of the customer Complies with FSA demands Integrates 5 major mortgage systems Supports a business critical solution Tesco Bank

  14. Benefits: Business process automation, assisted agent action, self-service and workforce management Integrates multiple contact channels into a single solution Contact centre efficiency Improved customer service Enhanced revenue opportunities – automated responses tailored to offer relevant cross sell opportunities, case and customer recognition promote positive experience Meets all FSA compliance requirements Do you mention FSA in last point? Tesco Bank

  15. Tesco Bank Tesco Bank web site Secure login

  16. Tesco Bank – Secure portal Secure message home numero Web Chat

  17. Tesco Bank – Secure portal Secure message inbox

  18. Tesco Bank – Self service

  19. Imagine If...

  20. Art of the possible…. Santander Play Santander ‘Imagine If’ Video Imagine If… Santander Video

  21. Summary – What you have just seen… Inbound + Outbound System Enquiries Jenny communicates through her desired method Web Chat, Twitter outreach, Native Facebook resolution, Buzz monitoring, Prioritisedwork queues, Case management, Diarising Work, Systems Integration, Secure portal, Automated work flows

  22. What we could have shown you… Complaints management process Telephony Email management Single Agent Desktop Call Me Back Proactive SMS Multi Language Dynamic FAQ Raising Complaints from Front Office ID&V Credit Checks VIP Client initiating call into PCS teams Front and Back office integration

  23. The other side… what the agent sees Play Santander ‘Imagine If’ Video

  24. The other side… what the agent sees Play Santander ‘Imagine If’ Video

  25. Twitter

  26. Implementation example • numero handles the dedicated support account • numero can receive inbound support queries as well as search for them • numero asks users to private direct message a unique id, their problem and a contact point • numero detects inbound dms, locates customer IDs and processes as a normal work item • Agent can then respond through customers preferred method (or not).

  27. Example one • Customer contacts support account for support • Automation • Backend integration • Marketing account receives a support “lead” and hands-over to numero to process • Customer broadcasts to followers and numero recommends intervention

  28. Example one Jenny tweets:“@santander_help I’ve an incorrect charge on my account!” @santander_help I’ve an incorrect charge on my account! @santander_help numero

  29. Example one numero automatically replies: “Hi Jenny, please DM us your account ID and email address.” Hi Jenny, please DM us your account ID @santander_help numero

  30. Example one Jenny does. numero automatically picks up the account ID and replies privately with the details of the charge. Jenny, the details of the charge are…. @santander_help CRM numero OMS Banking Sys.

  31. Example one Jenny’s enquiry is logged, and her twitter handle is recorded in the CRM. If she rings later, the agent will be aware of the interaction Jenny, the details of the charge are…. @santander_help CRM numero OMS Banking Sys. Reports

  32. Example two • Customer contacts support account for support • Marketing account receives a support “lead” and hands-over to numero to process • Working with marketing • Call-back and call center integration • Customer broadcasts to followers and numero recommends intervention

  33. Example two Jenny sends a private message to marketing:“I’ve tried to ring all week, please help!” I’ve tried to ring all week, please help @santander_UK

  34. Example two Marketing team DM support account with the name of user & the nature of their enquiry. I’ve tried to ring all week, please help @santander_UK @santander_help numero

  35. Example two numero reaches out to Jenny and asks her to DM a contact number/email and a convenient time to call. Hi Jenny, we can help you… @santander_help CRM numero OMS Banking Sys.

  36. Example two numero schedules the call automatically and an agent rings Jenny at a convenient time. Hi Jenny, we can help you… @santander_help CRM numero OMS Banking Sys Reports

  37. Example three • Customer contacts support account for support • Marketing account receives a support “lead” and hands-over to numero to process • Customer broadcasts to followers and numero recommends intervention • Revenue generation • Out-reach & responsiveness

  38. Example three • Jenny tweets to 1700 followers:“Anyone know any good current account deals? I want cash-back!” Anyone know any good current account deals? I want cash-back!

  39. Example three numero detects the enquiry and checks to see the best deals. Anyone know any good current account deals? I want cash-back! CRM numero OMS Banking Sys.

  40. Example three numero detects the enquiry and checks to see the best deal. Then tweets back promotional link. Try us! Click the following link for an extra £300 Cash-back if you switch! CRM numero OMS Banking Sys.

  41. Conclusions • numero empowers an organization to integrate Twitter with: • Other channels • Back office systems • numero provides a better experience for customers • numero works in tandem with the marketing team • numero can automate and standardize responses to reduce costs and confusion • numerocan be used to drive revenue through twitter

  42. Facebook

  43. Application installation • Integrates existing numero interactive modules as an integrated Facebook application Example: www.facebook.com/Avivauk

  44. User access • Facebook Users will need to permit us to access their information

  45. User data • Facebook Users can elect to share a variety of information with us This information is stored against the customer record in numero and the email address is used to link to existing customer records

  46. Application style • By default the numero application is presented in a style to reflect Facebook as opposed to the actual brand in order to maintain the illusion of integration

  47. Uses of portal • Communication: • Web Chat • Secure Messaging • Contact Us • FAQ • My Account Integration • Business Processes • Claims • Quotations

  48. We are building this now...... • C&W LIME • C&W Panama • N Brown • Kitbag • Express Gifts • Tesco Diets

  49. numero Facebook portal

  50. numero Facebook portal Room for huge development

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