6/10/2006 asaleeb crm case management dr. khaled albulaihed general manager it sagia 2006
TRANSCRIPT
![Page 1: 6/10/2006 Asaleeb CRM Case Management Dr. Khaled AlBulaihed General Manager IT SAGIA 2006](https://reader036.vdocument.in/reader036/viewer/2022062404/551c3c4a55034693488b48aa/html5/thumbnails/1.jpg)
6/10/2006
Asaleeb
CRM Case Management
Dr. Khaled AlBulaihedGeneral Manager
ITSAGIA
2006
![Page 2: 6/10/2006 Asaleeb CRM Case Management Dr. Khaled AlBulaihed General Manager IT SAGIA 2006](https://reader036.vdocument.in/reader036/viewer/2022062404/551c3c4a55034693488b48aa/html5/thumbnails/2.jpg)
Asaleeb Mission:
Develop a Total Investor Experience (TIE)
using
an Operationally Efficient Work Engine
![Page 3: 6/10/2006 Asaleeb CRM Case Management Dr. Khaled AlBulaihed General Manager IT SAGIA 2006](https://reader036.vdocument.in/reader036/viewer/2022062404/551c3c4a55034693488b48aa/html5/thumbnails/3.jpg)
One Stop Shop
Investor
GR
PROProcess
Follow-up Agent
Government Agencies
GRGR
GRGR
GR
CRM AgentCRM
Agent
![Page 4: 6/10/2006 Asaleeb CRM Case Management Dr. Khaled AlBulaihed General Manager IT SAGIA 2006](https://reader036.vdocument.in/reader036/viewer/2022062404/551c3c4a55034693488b48aa/html5/thumbnails/4.jpg)
Process First
“If you only put Web Pages in front of poor business processes then you demonstrate to the whole world how poor your processes really are.
First you have to manage an internal business integration before you start to develop cooperative external processes.”
Michael Hammer
![Page 5: 6/10/2006 Asaleeb CRM Case Management Dr. Khaled AlBulaihed General Manager IT SAGIA 2006](https://reader036.vdocument.in/reader036/viewer/2022062404/551c3c4a55034693488b48aa/html5/thumbnails/5.jpg)
Why Service?
Service
Is The WHOLE Product
![Page 6: 6/10/2006 Asaleeb CRM Case Management Dr. Khaled AlBulaihed General Manager IT SAGIA 2006](https://reader036.vdocument.in/reader036/viewer/2022062404/551c3c4a55034693488b48aa/html5/thumbnails/6.jpg)
CRM benefits
ServiceService
MarketingMarketing
ProspectingProspecting
SAGIA SAGIA ManagementManagement
Decrease Cal Waiting Times
Decrease Request Solution Time
Decrease Service Response Times
Increase Service Productivity
![Page 7: 6/10/2006 Asaleeb CRM Case Management Dr. Khaled AlBulaihed General Manager IT SAGIA 2006](https://reader036.vdocument.in/reader036/viewer/2022062404/551c3c4a55034693488b48aa/html5/thumbnails/7.jpg)
Service Quality
Quality = Perception
- Expectations
Focus on the total investor >>> EXPERIENCE…
![Page 8: 6/10/2006 Asaleeb CRM Case Management Dr. Khaled AlBulaihed General Manager IT SAGIA 2006](https://reader036.vdocument.in/reader036/viewer/2022062404/551c3c4a55034693488b48aa/html5/thumbnails/8.jpg)
Investor
Before: One Confused and Frustrated investor, Before: One Confused and Frustrated investor, Many Silo Agencies Many Silo Agencies
![Page 9: 6/10/2006 Asaleeb CRM Case Management Dr. Khaled AlBulaihed General Manager IT SAGIA 2006](https://reader036.vdocument.in/reader036/viewer/2022062404/551c3c4a55034693488b48aa/html5/thumbnails/9.jpg)
Expected improvements in quality
67%
37%
18%
53%
40%
Less bureau-cracy
Savings Improved deployment of
resources
More friendly &
responsive
Image
Positioning of Agencies Savings
![Page 10: 6/10/2006 Asaleeb CRM Case Management Dr. Khaled AlBulaihed General Manager IT SAGIA 2006](https://reader036.vdocument.in/reader036/viewer/2022062404/551c3c4a55034693488b48aa/html5/thumbnails/10.jpg)
Ease ofInteractions
Efficient UseOf My Time
Trust
Reliable Fulfillment
Delivery, and Support
Integrity
Value Ease ofDoing Business
Ease of Decision Making
Customer Relationship
Business
Opportunities Partnership eMail Wep One Stop
CenterBrochure call center
SAGIA Brand Identity
![Page 11: 6/10/2006 Asaleeb CRM Case Management Dr. Khaled AlBulaihed General Manager IT SAGIA 2006](https://reader036.vdocument.in/reader036/viewer/2022062404/551c3c4a55034693488b48aa/html5/thumbnails/11.jpg)
Competing in time CIT
Competing In Time (CIT)1.Punctuality
2.Duration
3.Availability
4.Speed of Response
5.Speed of Innovation
99% as promised
Days
Convenient
CRM
24hrs
![Page 12: 6/10/2006 Asaleeb CRM Case Management Dr. Khaled AlBulaihed General Manager IT SAGIA 2006](https://reader036.vdocument.in/reader036/viewer/2022062404/551c3c4a55034693488b48aa/html5/thumbnails/12.jpg)
Why Service?
Service Product StructureGeneric
Expected
Augmented‘motivational
factor’
Potential‘competitive
edge’
![Page 13: 6/10/2006 Asaleeb CRM Case Management Dr. Khaled AlBulaihed General Manager IT SAGIA 2006](https://reader036.vdocument.in/reader036/viewer/2022062404/551c3c4a55034693488b48aa/html5/thumbnails/13.jpg)
Call Center Agent Finance
CRM Agent
ProcessCASERequest
Billing Receipt
Investor
Inquiry
CRM End-to-End Processes
![Page 14: 6/10/2006 Asaleeb CRM Case Management Dr. Khaled AlBulaihed General Manager IT SAGIA 2006](https://reader036.vdocument.in/reader036/viewer/2022062404/551c3c4a55034693488b48aa/html5/thumbnails/14.jpg)
Differentiation Curves
Differentiation: Value Curves
1. Punctuality2. Duration3. Availability4. Agent knowledge5. Convenience6. Response
AsaleebNow
HighAverage
![Page 15: 6/10/2006 Asaleeb CRM Case Management Dr. Khaled AlBulaihed General Manager IT SAGIA 2006](https://reader036.vdocument.in/reader036/viewer/2022062404/551c3c4a55034693488b48aa/html5/thumbnails/15.jpg)
Government Document Statistics:
Transaction Types 80
Documents Per Type 5 up to 15
Documents Needed 500
Unique Documents 142
Repeated Documents % 150% to 300%
* Based on realistic figures as per SAGIA processes.
![Page 16: 6/10/2006 Asaleeb CRM Case Management Dr. Khaled AlBulaihed General Manager IT SAGIA 2006](https://reader036.vdocument.in/reader036/viewer/2022062404/551c3c4a55034693488b48aa/html5/thumbnails/16.jpg)
Typical Content of Electronic Records
Transactions
Web Content
Material
Invoice
Personnel Master Data
Customer
Business Objects like …
Notes
Scanned Documents
OfficeDocuments
Reports
Process Information
DigitalCase
Fax and E-Mail
InteractiveForms
other Recordsor Files
Document InfoRecords
![Page 17: 6/10/2006 Asaleeb CRM Case Management Dr. Khaled AlBulaihed General Manager IT SAGIA 2006](https://reader036.vdocument.in/reader036/viewer/2022062404/551c3c4a55034693488b48aa/html5/thumbnails/17.jpg)
“T-shaped” Investor Service Model
Support Services
Support Services
Prospecting
Customer Contact Centre providing integrated accessIntegrated Contact Centrer
Investor Contact Channels
WestminsterCity Council
Dear Mr SmithI am writing toenquire aboutthe
Call Centre
Kiosk
Face-to-Face
Email + WebDigital TV
White MailFax
CommonTransact-
Support Services
Support Services
Licensing/GovernmentTransactions
Payment
Reduce cost
FOCUS
QualitySERVIC
![Page 18: 6/10/2006 Asaleeb CRM Case Management Dr. Khaled AlBulaihed General Manager IT SAGIA 2006](https://reader036.vdocument.in/reader036/viewer/2022062404/551c3c4a55034693488b48aa/html5/thumbnails/18.jpg)
Different Government Agencies
Investor
After: SAGIA supported by Multiple AgenciesAfter: SAGIA supported by Multiple Agencies
Asaleeb
![Page 19: 6/10/2006 Asaleeb CRM Case Management Dr. Khaled AlBulaihed General Manager IT SAGIA 2006](https://reader036.vdocument.in/reader036/viewer/2022062404/551c3c4a55034693488b48aa/html5/thumbnails/19.jpg)
Case Management
Case Scan & Indexing
44
Licensing Investor
22
33
Case ReviewAPPROVAL
77
Interactive Center
Portal
11
Close Case 55
66
Billing
Call
Request Government Service
![Page 20: 6/10/2006 Asaleeb CRM Case Management Dr. Khaled AlBulaihed General Manager IT SAGIA 2006](https://reader036.vdocument.in/reader036/viewer/2022062404/551c3c4a55034693488b48aa/html5/thumbnails/20.jpg)
How do Cases and Electronic Records Work
Electronic Case Record
Cases
Scanning & Indexing
Licensing
Investor Documents Records
Government Case Requests...
Renew Commercial
Registeration
Visa Request
Put together into
Labor Request
![Page 21: 6/10/2006 Asaleeb CRM Case Management Dr. Khaled AlBulaihed General Manager IT SAGIA 2006](https://reader036.vdocument.in/reader036/viewer/2022062404/551c3c4a55034693488b48aa/html5/thumbnails/21.jpg)
One Step Shop
Contact Center
CRM AgentHelpdesk
Government Agent
Scan Agent
Phone, Email, Fax, SMS
Investor
Government Agency
![Page 22: 6/10/2006 Asaleeb CRM Case Management Dr. Khaled AlBulaihed General Manager IT SAGIA 2006](https://reader036.vdocument.in/reader036/viewer/2022062404/551c3c4a55034693488b48aa/html5/thumbnails/22.jpg)
![Page 23: 6/10/2006 Asaleeb CRM Case Management Dr. Khaled AlBulaihed General Manager IT SAGIA 2006](https://reader036.vdocument.in/reader036/viewer/2022062404/551c3c4a55034693488b48aa/html5/thumbnails/23.jpg)
![Page 24: 6/10/2006 Asaleeb CRM Case Management Dr. Khaled AlBulaihed General Manager IT SAGIA 2006](https://reader036.vdocument.in/reader036/viewer/2022062404/551c3c4a55034693488b48aa/html5/thumbnails/24.jpg)
![Page 25: 6/10/2006 Asaleeb CRM Case Management Dr. Khaled AlBulaihed General Manager IT SAGIA 2006](https://reader036.vdocument.in/reader036/viewer/2022062404/551c3c4a55034693488b48aa/html5/thumbnails/25.jpg)
Web based Portal