customer - his voice & contribution into business process management

Sław

omir

KREC

ZMA

ŃSK

IPi

otr M

ERKE

L CUSTOMER HIS VOICE & CONTRIBUTION

INTO BUSINESS PROCESS MANAGEMENT

ü Knowledgeü Experienceü Passionü Engagement

ABOUT US

HOW to achieveoperational excellence?

Benefitting from excellence

Operational excellence

Profits EBITDA

Customersatisfaction

Cost-to-Serve

Reliability

EfficiencyQuality of assets

Cash Flow

WHY ?

WHAT FOR ?

71% 78% 85%

GOOD brandsappreciatetheirCustomers

(and vice-versa)

Companies, who do appreciate Customersare performing BETTER

LOYAL Customer drives real valueCustomer Lifetime Value

time

$$$

CAC- Customer Aquisition Cost

LTV- LifeTimeValue

Loyal Customer: P&L perspective

CAC

CACPayback

Churn

LTV

upsell

cross-sell

… so why it is

so BADThey’ve promised it

will be GOOD

The Promise vs Reality

Different perspectives…

Operationalexcellence

RealValue

(to the customer)

CASE 1. UBER

✅ Designed for Customers

✅ Applying standard technologies

✅ Additional offers

🙂 Really „end-to-end”

🙂 „Moments of Truth”

🙂 Simple & intuitive

CASE 2. mBank

✅ Supporting the self service

✅ Single process – many channels

✅ System to support consultants

🙂 Real benefits from self service

🙂 Technology to assist

🙂 Minimum effort

CASE 3. Self Reading - utility (1)

🙂 Brings the control

🙂 Simplifies communication

🙂 Gives comfort

✅ Addressing the REAL Issue

✅ Applying common standards

✅ Engaging the customer

CASE 3. Self Reading - utility (2)

👍 Improved customer satisfaction (CSAT)👍 Reduced number of re-claims👍 Shorter & faster billing cycle 👍 Reduced churn (=> comfort)

💲Avrg Contact Handling (year) 35 PLN => 0 PLN💲Avrg Bill-to-pay (year) 25 PLN => 0 PLN💲Avrg Reclaims (year) 10 PLN => 0 PLN

21 mln PLN/year

300,000 Customers

CASE 4. Registered e-Letter - Polish Post (1)

Promissing the REAL Bennefits !!!

TimeMoney

CASE 4. Registered e-Letter - Polish Post (2)

✅ Adressing the need

✅ Applying common technology

✅ Additional Value

☹ not working…

❗ Organizational problems

❗ Service Model based on „formats” & procedures

❗ Focus on cost reduction (short- term perspective)

❗ Focus on NEW customers

🙂 Brand promise🙂 Re-claim settlement🙂 Low effort🙂 Easy way of contact🙂 Sense of Control🙂 Sense of Comfort

✅ Prosess efficiency✅ Time to react✅ First Time Right✅ % automation✅ Channels availibility✅ Cost-to-serve

„Inspect what you expect”

Case: Zappos’ Contact Center KPIs

Total Service Time

> 80%

Idle Time

=> 0%

Punctuality& No Absence

HappinessExperience Form

> 50%

Delivering Happiness

☞ Process = Value Value of Your Business equals Value You bring to Your Customers

☞ Customer’s PerspectiveEnd-to-end Journey, passing through Moments of Truth

☞ Success CriteriaDo I really support my Customer?

☞ „Technology Empeded”Using the common technologies & standards; automate

☞ Simplicity and SticknessNatural flow; error prevented

So, what’s up ...

…AND ONE MORE THING

Profit in business comes from z

repeat Customers, Customers that boast about Yourproject or service,

and that bring friends with them.W. Edwards Deming

WE SHARE

Sławomir KRECZMAŃSKIslawomir.kreczmanski@iqmart.pl+48 693 790 092

KNOWLEDGE.EXPERIENCE.

Piotr MERKELpiotr.merkel@iqmart.pl+48 504 742 944

www.iqmart.pl