new approaches to enterprise application roll-outs for workforce adoption and compliance effraim...
Post on 26-Mar-2015
214 Views
Preview:
TRANSCRIPT
New Approaches to Enterprise Application Roll-Outs for Workforce Adoption and Compliance
Effraim HerskovicVice President, Panviva
E-Financial World, October 2006
The Problem
Millions spent on new systems / processes
Project failure rates / ROI unacceptable
Training and change management programs not delivering
Systems and processes still not being adopted
Getting There
Getting There with Help
Maps– Search and Memorize– Up-to-Date? – Complete/Relevant Info?
Passenger Seat Navigator
Today’s End-User Support For Apps
Lots of upfront training– Classroom training– Online training– Simulations
Training manuals
Technical help desks
Subject matter expert help lines
Documentation on the intranet
The Alternative…like a GPS
Performance Support Systems
Highly structured end-user documentation
Context sensitive with applications
Relevant to end-user’s role
Personalized with their own notes
Ability to send questions or feedback to the document’s owner
Case Study
Australian financial services institution
Businesses in Australia, NZ and UK
Retail, business and corporate banking
Wealth management and transactional services
Case Study
Lending Services
1,200 agents
Siebel, Lotus Notes, proprietary applications
Servicing bank’s CSR’s
Complex regulatory environment
Many / complex products
Case Study
Lengthy hold times
Call handling times – staff costs
Accuracy / consistency of answers to customers
Stress on agents – turnover rates
High training and support costs
Case Study
Documented processes
Added regulatory information
Linked information to all of their business applications
Results
Customers get answers faster
Agents under less stress
Agents are giving out information quickly, consistently and accurately
Reduced upfront training for new agents
Applicable To
Moderate to large number of employees
Complex products / regulations
Need to launch new products / services faster
Multiple business systems
Accuracy / compliance with processes is critical
Don’t Make the Wrong Turn
Thank You
New Approaches to Enterprise Application Roll-Outs for Workforce Adoption and Compliance
Effraim Herskovic
Panviva Inc.
Visit www.SupportPoint.com
1-888-254-4025
top related