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Customer Success with Genesys
1Customer Success with Genesys
Read Full Case Study
Banco de Chile
The second-largest bank in Chile serves half a million customers
with 300 branches and five contact centers
SolutionsGenesys Contact Center, Genesys Voice Platform, Genesys Workforce Management
Challenges ‣ Prioritizing calls & differentiating service for customer segments
‣ Providing agents with customer history
‣ Scheduling agents to meet call volumes
Results ‣ Increased customer satisfaction
‣ Reduced staff turnover to almost zero
‣ Generated annual revenues from the contact center of US $17million
Industry: Banking
Since introducing Genesys, we’ve
been able to shorten the time it takes
to answer calls by 50%, and increase
the first-call resolution rate from 60%
to 90%. Ivonne MülleR Head oF ConTaCT CenTeR BanCo de CHIle
“
”
COMPANIESDELIVER A
P
OSITIVE CUSTOMEREXPERIENCEO
NLY in1 3
2Customer Success with Genesys
Read Full Case Study
Bank Hapoalim
The largest bank in Israel handles 100,000 daily tasks associated
with customer transactions from its 260 branches
SolutionGenesys Workforce Management
Challenges ‣ Streamlining branch and operations center activities
‣ Managing employee assignments dynamically, to align with priorities
‣ Improving efficiencies and reducing costs of customer transactions
Results ‣ Improved in employee productivity by 50%
‣ Reduced time to complete key tasks by 40%
‣ Eliminated processing errors and delays
Industry: Banking
Because Genesys enables us to
eliminate errors and delays by
automatically assigning tasks to
exactly the right person based on their
expertise, the consistency, accuracy,
and quality of our work has been
greatly improved, and has created a lot
of savings in terms of man-hours. GIdeon MakleFF exeCuTIve vICe PReSIdenT oF BaCk oFFICe oPeRaTIonS Bank HaPoalIM
“
”
59%of consumers
WILL TRY ANEW BRAND
FOR A BE ERSERVICE
EXPERIENCE
3Customer Success with Genesys
Read Full Case Study
ESRI
The world’s premier provider of GIS mapping software solutions
provides cross-channel conversations to 350,000 customers
SolutionsGenesys CIM Platform, Genesys Digital Customer Service, Genesys Voice Platform, Genesys Performance Management
Challenges ‣ Supporting a complex product offering with a wide range of agent skills
‣ Increasing visibility into service levels and efficiency
‣ Replacing manual routing processes that delayed resolution times
Results ‣ Increased Net Promoter Score by 25%
‣ Increased first call resolution by nearly 70%
‣ Increased customer satisfaction to 93%
Industry: Technology
One of our competitive brand
differentiators is that we have the
ability to deliver consistently superior
experiences for customers. MICHael kIM dIReCToR oF SuPPoRT SeRvICeS eSRI
“
”
% of81 CUST MERS
EXPERIENCE
say they will
$PAY MORE$ FOR A BETTER
4Customer Success with Genesys
Read Full Case Study
Front Line
a leading provider of outsourced services in the Russian Federation
handles 7,000 incoming and 20,000 outgoing calls daily
SolutionsGenesys Contact Center, Genesys Outbound, Genesys Interaction Workspace, Genesys SIP
Challenges ‣ Creating a reliable, scalable voice contact center
‣ Supporting rapid business growth in governmental and commercial sectors
‣ Meeting clients’ varying Service Level Agreements (SLAs)
Results ‣ Reduces costs and provides 100% uptime with open standards-based SIP
‣ Scales with business growth – has already grown from 50 to 150 seats
‣ Meets all customer SLAs
Industry: outsourcing
Thanks to the Genesys suite, we can
offer all of our customers the high
levels of service they expect, and the
solutions have delivered a rapid return
on investment. TaTIana IRGe dIReCToR GeneRal FRonT lIne
“
”
COMPAN ESlast year
83$
BILLIONLOSTDue to POOR
CUSTOMERSERVICE
5Customer Success with Genesys
Read Full Case Study
Groupama
The Rhone alpes auvergne region of this leading French insurance
company offers the ultimate experience to nearly 600,000 customers
SolutionsGenesys SIP, Genesys Contact Center, Genesys Workforce Management
Challenges ‣ Delivering real customer satisfaction through innovation
‣ Introducing new communication channels that work for the customer
‣ Creating cost savings and increased sales revenues with efficiency and effectiveness
Results ‣ Saved €3 million (USD$ 3.9 million) per year by increasing agent efficiency
‣ Increased revenue by 30% with improved quality of service
‣ Delivered mobile service with award-winning iPhone app – Groupama toujours là
Industry: Insurance
Genesys provides us with flexible
building blocks that we can easily put
together in new and innovative ways
to create features that allow us to be
more competitive. PHIlIPe vaySSaC CuSToMeR ManaGeR PRojeCT owneR GRouPaMa
“
”
ON
LY3% ofcompanies
Feel they do a GOOD JOBMANAGING CUSTOMER SERVICE
across channels
6Customer Success with Genesys
Read Full Case Study
The Insurance Company of British Columbia (ICBC)
The provider of universal auto insurance in the Canadian province of
British Columbia serves the needs of over 3.2 million drivers
SolutionsGenesys SIP, Genesys Contact Center, Genesys Interactive Insights
Challenges ‣ Implementing a customer-centric strategy to prepare for future growth
‣ Replacing aging, customized, and inflexible contact center infrastructure
‣ Increasing visibility into contact center metrics
Results ‣ Created a strong foundation for new channels, self-service, and customer engagement
‣ Gained real-time and historical visibility into customer experience and contact center
‣ Increased customer satisfaction with faster issue resolution
Industry: Insurance
The business as a whole benefits
from the ability to better understand
customers and their diverse needs,
and by empowering our workforce to
proactively support customers with the
best experience possible. jInGeR juTla SenIoR ManaGeR FoR enTeRPRISe SoluTIonS aT ICBC
“
”
ever
y da
y30%of CUST MERS
have a BAD EXPERIENCE
7Customer Success with Genesys
The Istanbul Water and Sewerage Administration (iSKi)
The supplier of reliable water and sewer services to four million
households provides customer-oriented cross-channel service
SolutionsGenesys Contact Center, Genesys Outbound & Predictive Dialing, Genesys Voice Platform, Genesys Email, Chat, & Co-browse
Challenges ‣ Improving customer service
‣ Handling customer interactions more efficiently and effectively
‣ Integrating new communication channels
Results ‣ Reduced lost calls from 30% to 5%
‣ Enabled effective service delivery through customers’ preferred channels
‣ Increased customer and staff satisfaction ratings
Industry: utilities
With the Genesys solution, customers
can now contact us using the
communication channel they prefer, and
we can manage all those interactions
to the same standard through a single
infrastructure that is flexible enough to
incorporate new communication channels
as they emerge. ZekaI HayRIoğGlu develoPMenT CooRdInaToR iSki
“
”
of CUSTOMERS use more than%
when seeking 77 CUSTOMER SERVICE
CHA
NN
EL
1
8Customer Success with Genesys
Read Full Case Study
JetStar Airline
The largest low cost carrier in the asia Pacific by revenue, carries
more than 20 million passengers annually
SolutionsGenesys Contact Center, Genesys SIP, Genesys Outbound & Predictive Dialing, Genesys Workforce Management, Genesys Voice Platform
Challenges ‣ Introducing new services, channels, and resources quickly and easily
‣ Optimizing service delivery through rapid deployments of contact centers and resources
‣ Ensuring consistency across multiple contact centers and multiple languages
Results ‣ Delivers cost-effective virtual customer services
‣ Handles all contact centers, services and languages with one system
‣ Saved implementation costs with rapid roll-outs, including a new 200-agent contact center in weeks
Industry: Travel
Airlines need suppliers to offer the best
possible value so they can pass this
on to customers. Services need to be
inexpensive, but also excellent. Genesys
helps ENGAGE deliver the software
platform that in turn allows Jetstar’s
contact centers do precisely that. aaRon PanoZZa Ceo oF enGaGe, PRovIdeRS oF jeTSTaR’S ConTaCT CenTeR on deMand SoFTwaRe SeRvICeS
“
”
The NUMBER OF cloudbased CONTACT CENTERS2015
will double by
9Customer Success with Genesys
Read Full Case Study
Korea Expressway Corporation
South korean public sector body constructs and manages over 4,000
kilometers of high-speed toll roads
SolutionsGenesys Contact Center, Genesys Outbound & Predictive Dialing, Genesys intelligent Workload Distribution
Challenges ‣ Reducing caller and agent frustration
‣ Improving system and routing reliability
‣ Providing managers with visibility into agent productivity and performance
Results ‣ Increased agent productivity by 20%
‣ Increased the number of calls answered to 97%
‣ Improved service level management with real-time and historical insights
Industry: Government
We were particularly impressed by the
range and accuracy of the real-time
and historical reporting that comes
standard with Genesys, the simplicity
with which new reports can be created
and additional data reported on, and
the ability to integrate Genesys easily
with other systems. MR.jI-SunG aHn IT ManaGeR koRea exPReSSway CoRPoRaTIon
“
”
69% ofCOMPANIES
don’t monitor CUSTOMER SERVICEINTERACTIONS
10Customer Success with Genesys
Read Full Case Study
New Zealand Ministry of Justice
The Collections unit responsible for the country-wide fine collection
and enforcement improves efficiency and collection results
SolutionGenesys Workload Management
Challenges ‣ Resolving a growing backlog of uncollected fines
‣ Addressing inefficient work practices
‣ Replacing manual monitoring and reporting that impeded decision-making
Results ‣ Reduced backlog of fines and increased fine collection capacity
‣ Improved staff efficiency; accomplished more without adding resources
‣ Enabled effective workload management and monitoring across the organization
Industry: Government
With iWD we have been able to
automate many tasks that in the
past were done manually. We can
now dynamically deploy resources
where they are needed and equip
staff to work far more effectively.
This means we can get a lot more
accomplished. BRyRe PaTCHell GeneRal ManaGeR new Zealand MInISTRy oF juSTICe ColleCTIonS unIT
“
”
Del nquentDEBT RECOVERY rates
AVERAGE ABOUT 20%
11Customer Success with Genesys
Read Full Case Study
News Limited
leading australian media company handles 2 million calls and
300,000 email and fax contacts annually
SolutionsGenesys Contact Center, Genesys Adapters, Genesys Business Consulting
Challenges ‣ Retiring end-of-life technology to reduce risk and cut costs
‣ Handling all customer interactions through a single system
‣ Implementing a new customer segmentation strategy
Results ‣ Realized cost savings by retiring old technology
‣ Saved 2,780 working hours annually by reducing call handling times
‣ Shifted low-value customers to low-cost channels; maintained high-touch for key customers
Industry: Media
We’re now able to push e-mails to
agents automatically, in the same way
voice calls are delivered. As a result,
the dedicated employees at each site
who were manually allocating e-mails
to agents are now being redeployed to
perform more productive work. jonaTHan nG TeCHnoloGy ManaGeR FoR SaleS SoluTIonS In THe CRM and ConTaCT CenTeRS newS lIMITed
“
”
of UNHAPPY CUSTOMERSwill not willingly DO BUSINESS with your
ORGANIZATION again91%
12Customer Success with Genesys
Read Full Case Study
SAMU 44
French emergency medical service provider serves a population base
of 1.2 million, handling 470,000 annual calls
SolutionGenesys Contact Center
Challenges ‣ Intelligently analyzing and optimizing contact center performance
‣ Increasing agent productivity and ability to handle growing call volumes
‣ Integrating new technologies and new channels
Results ‣ Handled increase in annual calls without increasing agents
‣ Improved customer satisfaction to 96%
‣ Added video and GPRS services
Industry: Healthcare
All kinds of routing scenarios are
possible. We can create new scenarios
in line with our actual needs and
circumstances. Flexibility is one of the
key benefits of the Genesys solution. dR. FRédéRIC BeRTHIeR oPeRaTIonal dIReCToR oF MedICal PRoCeSS SaMu 44
“
”
7.4BILLION
in use bythat’s more than the
2014CELL PHONES
W RLD’SPOPULATION
13Customer Success with Genesys
Read Full Case Study
Slovak Telecom
The largest telecommunications company in Slovakia optimizes work-
load management for a competitive advantage
SolutionGenesys Workload Management
Challenges ‣ Increasing utilization of agents and full-time employees
‣ Ensuring automatic workload prioritization and distribution
‣ Measuring task processing handling times as a base for agents’ variable pay
Results ‣ Reduced customer service complaints by 26%
‣ Automated SLA adherence by prioritizing tasks based on business value
‣ Optimized use of all agents and freed managers from manual tasks
Industry: Telecommunications
Thanks to Genesys, we can now
leverage the saved capacity to enjoy
greater flexibility and efficiency in the
planning and management of additional
sales activities, such as following-up on
leads. Supervisors’ capacity, previously
used for operational management, is now
used for people management. We’ve
been delighted with the business results. MaRGITa HeCkova CRM develoPMenT ManaGeR Slovak TelekoM
“
”
31% of ORGANIZATIONS closely monitor
TARGET CUST MERSthe quality of INTERACTIONS withon
ly
14Customer Success with Genesys
Read Full Case Study
State of Michigan
The department of Human Services administers federal funds for public
services through a network of approximately 100 statewide offices
SolutionsGenesys Contact Center, Genesys Voice Platform
Challenges ‣ Reducing the routine inquiries handled by caseworkers
‣ Coping with a deluge of new applications for food assistance
‣ Delivering assistance payments according to governor’s mandate
Results ‣ Freed up thousands of worker hours per month, giving agents time for complex cases
‣ Enabled clients to determine application status without a caseworker
‣ Created a consolidated IVR platform that scales across all assistance programs
Industry: Government
With the Genesys solutions in place,
caseworkers now spend considerably
less time on each case application, and
can focus more on getting assistance
payments out on time. TeSS layMan dIReCToR oF leveRaGed SeRvICeS FoR THe dePaRTMenT oF HuMan SeRvICeS STaTe oF MICHIGan
“
”
the # of
preferring automatedhas doubled to in the last
5 years%CONSUMERS 55SELF-SERVICE
15Customer Success with Genesys
University of Pittsburgh Medical Center (UPMC) Health Plan
The second largest insurer in western Pennsylvania serves 115,000
Medicare patients with 56 dedicated agents
SolutionsGenesys Contact Center, Genesys Inbound, Genesys Outbound, Genesys Voice Platform, Genesys Web Customer Service, Genesys Performance Management, Genesys Voice of the Customer
Challenges ‣ Creating differentiation in a competitive marketplace
‣ Providing service excellence to stakeholders and customers
‣ Enabling constant service improvement
Results ‣ Created routing strategies to connect members to their personal concierge
‣ Streamlined proactive calls for differentiated service and better healthcare outcomes
‣ Gained real-time contact center insight for day-to-day agility
Industry: Healthcare
We’re committed offering the best
customer experience in the industry,
and Genesys is a key enabler in
helping ensure that success every step
of the way. MaRy BeTH jenkInS, Coo uPMC HealTH Plan
“
”
26%ONLY
OF COMPANIES
have a well developed strategy
for improving the CUSTOMER EXPERIENCE
16Customer Success with Genesys
Read Full Case Study
Vattenfall
The customer service operations for the subsidiaries, primarily in
Sweden and Finland, of one of europe’s leading energy companies
SolutionsGenesys Contact Center, Genesys Outbound & Predictive Dialing, Genesys Email, Genesys Workforce Management
Challenges ‣ Reducing customer frustration from long wait times and 50% answer rate
‣ Reducing the extensive backlog in emails and admin tasks
‣ Stopping the loss of customers and business opportunities caused by poor service
Results ‣ Cut call waiting times from six minutes to 15 seconds
‣ Eliminated all backlogs and achieved ROI in under a year
‣ Increased first contact resolution rates by 50%
Industry: utilities
Genesys gives us full control
over all channels and tasks from one
location. The system has helped us to
be much more customer-centric and
provide much better service. laRS eRIkSSon Head oF PRoCeSS and deMand TeaM
“
”
50< OF CUSTOMERS REPORT
to another
%being “SATIFISFIED” with transitioning from
1 channel
17Customer Success with Genesys
Read Full Case Study
Videocon d2h
Indian provider of direct-to-home broadcast satellite services handles
2.2 million daily interactions with four contact centers
SolutionsGenesys Virtual Customer Service, Genesys Contact Center, Genesys Voice Platform
Challenges ‣ Growing the customer base by four million subscribers year over year
‣ Equipping contact centers to ensure stable, high availability, and scalability
‣ Implementing an IVR to maximize the customer experience through self-service
Results ‣ Created a reliable open, standards-base SIP contact center that easily scales
‣ Reduced costs and enhanced performance
‣ Integrated the contact center with CRM to personalize proactive engagements
Industry: Telecommunications
The fundamental enablers for
managing the customer experience,
ensuring 24/7 customer service, and
growing our customer base are high
availability and scalability. The Genesys
solution provides all this, along with
high efficiency, flexibility, and post-sales
support to help us meet our objective
of total customer satisfaction. vInay TyaGI Head oF Call CenTeR TeCHnoloGy vIdeoCon d2H
“
”
in
CUSTOMERStheir
SH REBAD EXPERIENCE14
VIA
SOCIAL NETWORK
18Customer Success with Genesys
Read Full Case Study
Vodacom
The largest mobile communications provider in South africa handles
over 16 million customer interactions per month
SolutionsGenesys Contact Center, Genesys eServices, Genesys Social Engagement
Challenges ‣ Integrating social media with existing contact center processes
‣ Gaining insights into interactions and queries from social media channels
‣ Supporting ongoing collaboration between marketing and customer support
Results ‣ Improved efficiency in responding to social media queries
‣ Used blended agents for social media interactions
‣ Implemented scalable social media presence
Industry: Telecommunications
No matter how our customers choose
to interact with us, we want to provide
the best possible service. Genesys
Social Engagement and Genesys
eServices are helping us do that. eBen dReyeR SoluTIon develoPMenT ManaGeR vodaCoM
“
”
of CUSTOMER COMPLAINTSon SOCIAL MEDIA are IGNORED56%
19Customer Success with Genesys
Read Full Case Study
Vodafone D2 GmbH
German integrated communications group, part of one of the world’s
largest mobile companies, has 38 million customers and 2.7 million
calls per month
SolutionGenesys Virtual Customer Service
Challenges ‣ Providing faster service delivery
‣ Ensuring multi-dimensional skills-based routing
‣ Reducing customer frustration
Results ‣ Reduced average speed-of-answer by thirty seconds
‣ Personalized service with customer identification
‣ Improved OPEX with cost-based routing
Industry: Communications
Thanks to Genesys, we’ve reduced our
‘average speed of answer’ by thirty
seconds. In our business this is a big
deal — a classic win-win, both for the
corporation and our customers. THoMaS Henkel dePaRTMenT Head FoR ConTaCT CenTeR oPeRaTIonS vodaFone d2 GmbH
“
”
CUSTOMERS $SPEND$
70% moreWHEN USING CHANNELS3
20Customer Success with Genesys
Read Full Case Study
Welsh Water
Provides almost 200 million gallons of drinking water each day to 1.2
million households and 100,000 businesses in the uk
SolutionGenesys Virtual Customer Service
Challenges ‣ Replacing an aging contact center that was hindering service
‣ Improving service quality and adding new channels
‣ Increasing efficiency and reducing support costs
Results ‣ Improved call resolution rates and customer service
‣ Reduced inbound calls with proactive customer contact
‣ Enabled service through the most convenient contact channel
Industry: utiltiies
Genesys has allowed us to build a
highly responsive and fully compliant
customer service environment, which
is delivering excellent quality of service
to our customers. CHRIS joneS FInanCe dIReCToR welSH waTeR
“
”
CHANNELSCUSTOMER SERVICE
ENGAGEMENT30account for more than
of%non-phone
21Customer Success with Genesys
Read Full Case Study
Zon
Portugal’s leading provider of Triple Play packages serves over 1.6
million subscribers with 2,000 agents in eight contact centers
SolutionGenesys Virtual Customer Service
Challenges ‣ Implementing a scalable virtual contact center that integrated with existing CRM
‣ Routing calls to any location, improving efficiency, reducing call handling times
‣ Gaining real-time insights into key performance indicators (KPIs)
Results ‣ Increased efficiency, handling 10% more calls with the same agent pool
‣ Reduced call handling and issue resolution times with details from CRM
‣ Improved management insight, control, and ability to adapt to business needs
Industry: Communications
We chose the vendor with the best
existing customer references and
greatest experience in virtual contact
center solutions and that was
Genesys. FeRnando FonSeCa dIReCToR oF CuSToMeR CaRe Zon
“
”
% of CONTACT CENTERS receive their REAL-TIMEmetrics in REAL TIME
ON
LY8
© 2013 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. All other company names and logos may be trademarks or registered trademarks of their respective holders.
www.genesyslab.com
About GenesysGenesys is a leading provider of customer engagement and contact center solutions. With more than 3,000 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office, helping companies deliver fast and optimal levels of customer service with a highly personalized cross-channel customer experience. Genesys also prioritizes the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimizing the performance and satisfaction of customer-facing employees across the enterprise.
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