connecting customers beyond the call center
TRANSCRIPT
1Copyright © Prosodie Capgemini 2013. All Rights Reserved
Presentation Title | Date
Connecting Allianz customersbeyond the Call Center
1 Intro 2 Context 3 Challenge 4 Experiences 5 Prosodie
Connecting Allianz customers beyond the Call Center
Customers are right there, behind a digital screen
comparing your product. The
moment of truth is when they need
assistance. You can transform a visitor into a customer.
You need to engage that customer with the most relevant
person in you organization, be it a call center agent, or
an independent insurance broker.
You need to engage in real time. Not later today. Not in
10 mn. Now.
Going beyond geographical
constraints, the Allianz application powered by Odigo
will facilitate conversations
between 2 populations that never met before:
an Allianz web visitor and an
insurance broker.
AranxtaThe online customer
Aranxta is thinking of subscribing toan Allianz auto insurance product. Butyou don’t buy an insurance productlike you buy a book. You need to bereassured your are making the rightchoice. You need to talk.
Aranxta wants to get connected tothe right person at the right time.She hates to wait. She also hates to betransfered.She wants to talk. Now. Not tomorow.Not in 10 mn. Now.
1 Intro 2 Context 3 Challenge 4 Experiences 5 Prosodie
JoséThe insurance broker
José is an insurance broker. His job is to sell the right insurance product to his customers.
José doesn't work for Allianz, but he may sell Allianz products. That will depend on what the customer wants.
If the customer wants an Allianz product, he will sell him one. And if the customers wants a discount, he will make him one.
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SabrinaThe Call Center agent
Sabrina works for the Allianz call center.
Sabrina wants to make the caller happy. But when dealing with an online customers who wants to have a good price proposition, she is frustrated. She can’t make a discount.
So she has to make a transfer. And she has no guarantee the broker she will transfer the call too will be helpful.
Sabrina wants to be usefull.
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VincenteThe Allianz Executive
Vincente needs to sell Allianz Products. His has different distribution channels. The 7,200 brokers of Allianz is a major one.
Vincente has one challenge with the brokers. How can he motivate his independent brokers to sell more? How can he have a better understanding of their sales impact?
Vincente would like to test the brokers motivation by sending them qualified leads, and checking the ROI.
1 Intro 2 Context 3 Challenge 4 Experiences 5 Prosodie
7 200 brokersthat can sell Allianz products
OdigoReal-time connection
1 000 visitorsper day on Allianz.es
These people should meet!
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Aranxta wants to have a phone assistance. She enters information on the website on the product shewants, her name and contact details.
She can also choose the time zone she prefers.
Aranxta’sCustomer experience
www.allianz.es
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DownloadJosé downloads the
application.
José’sBroker experience
Initial loginHe identifies himself
the first time.
Ready for businessEvery morning he
connects to let Allianz know he is available for
business.
ConfigurationHe can update his
personal informations..
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José’sBroker experience
AlertJosé receives a push
notification mentioningan online Allianz
customer.
Customer invitationJosé is also informed
about Aranxta.
Reschedule a callJosé might not be
available, so he can schedule a meeting.
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Vincente will be able to access to theOdigo metrics to follow the ROI ofthe services.
He will be able to have a geographical supervision in real time of the generated leads. He will know for each broker:• The number of accepted calls,• The number or rescheduled calls• The number of unanswered calls
Based on these statistics, the servicewell be able to adapt its businessrouting rules to push customers toAllianz’s most reliable brokers.
Vincente’sSales Director experience
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A win win win win situationBenefits for all parties
AranxtaThe customer
Getting connected to
the right person right away.
JoséThe broker
New customers and optimized
time.
SabrinaThe call center agent
Concentrates on calls she can
handle.
VincenteThe Sales Executive
Increased salesMotivated
brokersControlled leads ROI per broker
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The Odigo experienceReal time conversations that make a difference
Odigo knows at any point in time who is the best person (based on available skills, geographical location or customer info) to manage a call. Not in 5 minutes. Now. 5 minutes can mean winning a deal. Or losing it.
Odigo is a cloud contact center solution. It seats above existing telco infrastructures. So Odigo can manage a conversation across the company’s organisation: call center, insurance branch, remote expert, insurance broker, internal helpdek.
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Check our Youtube channel
1 Intro 2 Context 3 Challenge 4 Experiences 5 Prosodie
My AdvisorAnother application that createsconversations that make a difference
Odigo helps customers from the Credit Agricolereach their bank through a mobile application, My Advisor.
With a simple touch the customer can call his personal advisor without knowing his phone number. He can also send him a message without knowing his email.
He can also program an appointment through a connected agenda.
The application was developed by Backelite, Prosodie’s mobile agency,
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Smart CallMaking your mobile app conversational
With Smart Call, your customer can reach your company in a new easy way.
In a few seconds he browses though the visual IVR in the app. Once he has made his choice from the menu, his waiting time is displayed. With a simple touch he can register himself in the queue, without actually calling. Then he is free to leave the application. And when his turn comes, he is notified by Odigo.
For the customer, it means no more time wasted, and waiting time is free of charge.
> Watch the video
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A complete range of IT and mobile services
Digital transformation
Large scale projects
Customer satisfaction
Back-office
Front-office
Payment transactions
Multi channel customer relations
Hosting
Web & mobile UX
New screens strategy
BackeliteProsodie’s mobile agency
1 Intro 2 Context 3 Challenge 4 Experiences 5 Prosodie
> Backelite’s website
1 Intro 2 Context 3 Challenge 4 Experiences 5 Prosodie
Backelite customers
www.prosodie.comwww.capgemini.com
About CapgeminiWith more than 120,000 people in 40 countries, Capgemini is oneof the world's foremost providers of consulting, technology andoutsourcing services. The Group reported 2011 global revenuesof EUR 9.7 billion.Together with its clients, Capgemini creates and deliversbusiness and technology solutions that fit their needs and drivethe results they want. A deeply multicultural organization,Capgemini has developed its own way of working, theCollaborative Business ExperienceTM, and draws on Rightshore ®,its worldwide delivery model.
The information contained in this presentation is proprietary.© 2013 Prosodie Capgemini. All rights reserved. Rightshore® is a trademark belonging to Capgemini.