n umero retail solutions
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n umero retail solutions. Prepared for Waitrose Limited. Ian Daintith Account Manager 29 th February 2012. Proposed Agenda. Introductions Objectives for Today About numero Who, What, Why Customer Service Challenges The numero interactive platform – overview Case Studies Next Steps - PowerPoint PPT PresentationTRANSCRIPT
© 2012 numero - Commercial In Confidence Page 1
numero retail solutions
Prepared for Waitrose Limited
Ian DaintithAccount Manager
29th February 2012
© 2012 numero - Commercial In Confidence Page 2
Proposed Agenda
• Introductions• Objectives for Today• About numero
Who, What, Why Customer Service Challenges The numero interactive platform – overview Case Studies
• Next StepsPlease ask questions throughout
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To deliver excellence and to always act with integrity, agility and pragmatism ensuring the customer is central to all we do, all of the time.
Values
What Software Platform
Delivery Approach
Engagement Method
numero interactiveClass leading
Enterprise scale
numero proAgile yet results driven
numero actBusiness led,
ROI centric
MissionTo develop, deliver and support the most advanced multi-channel customer
interaction management solutions for the World’s leading and forward thinking organisations where the customer experience is truly valued
Who numero enable customer focussed organisations to deliver
exceptional experiences to their customers however they choose to communicate whilst dramatically reducing operational cost
About numero
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About numero
• numero supply ‘best of breed’ enterprise class multi-channel Customer Interaction Management solutions “numero interactive” Enhance Customer Experience and Journeys Drive Contact Centre Efficiencies, reduce workload Increase sales revenues
• numero interactive is a platform which combines a number of modules... Single Agent Desktop Business Process Automation CRM Content Management System / KB Reporting and Management Information
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Multi-channel solutions
Email Document Telephony SMS/MMS Messaging
Websuite Web Chat Call Me Back Mobile
Facebook Twitter Buzz Other
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Jenny
Gary Barry Mike Anne Gordon
Challenges : Demographics and Channel
Fire and forget consumerist
Digital DIYdude
Silver surferNo nonsensetrouble shooter
Old fashionedservice lover
Grumpy oldman
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Challenges : Some research data
• .....Forrester and SeeWhy state 80% of baskets are abandoned before checkout and this figure is rising...yet 30% are due to reasons customer services can influence...
• on average 82% of customer defections are due to issues relating to customer service
• EConsultancy state that 48% UK consumers said the telephone is the most frustrating customer service channel - 8 times more frustrating than live webchat and 3 times more frustrating than email...
• 57% of the inbound calls were from customers who had tried to resolve the issue online before calling. More than 30% were on the company’s website while talking to the service representative... Customer Contact Council
• More than 44% of online consumers say that having questions answered by an agent while in the middle of an online purchase is one of the most important features a Web site can offer – Forrester Research
• 15% of people aged between 16-24 prefer to interact with customer service on social media. This demographic is not just the future it’s the now – EConsultancy, 2012
• Companies lose 10 customers to every 1 that actually complains and it costs companies on average 20 times more to obtain a new customer than to keep an existing one.
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The successes
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Our Clients : Retail, Utility, Public, Finance
►◄
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Matalan
New Contact Centre Platform
Thomas Cook
New Contact Centre Platform
Tesco
New channels for Contact Centre
Cable & Wireless
International Social Media and CC -Replatform
Capita
TVL Replatform+
L&P New Platform
LSG
Contact Centre transformation
+Revolutionise
online self service offering
2012 Projects
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The numero platform
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Enrichment
Single Agent Desktop
Content Management System
CRM
Reporting & Management Information
Business Process Automation
Fulfilment External Applications
numero solution components
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Solution Operation
PhoneWebTwitterEmailWhite-mailCall-backsSMSXMLChatetc…
Workflow
Workflow B
Workflow A
EnrichmentInboundGateway
KnowledgeBase
Self-ServeWeb Suite
Unified Agent Desktop
Work
Status
Customer & Case - CRM ‘Lite’
Resource Manager
UniversalQueue
• Agent Availability• Agent Skills• Queue Size & SLAs
OutboundGateway
Supervisor ConsoleInformation
Control
MIS Analytics
Back-OfficeSystems
CRM
Legacy
Billing
Fulfilment
CTI/IVR
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Capabilities
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Email Management
• Email now accounts for 20% of contact centre workload across our clients and growing...
• Typically we see 200% increase in email productivity over Single Inbox Solution (Outlook, Lotus Notes etc)
• Email productivity from 8 to 20+ emails per hour per agent
• Each incoming email typically costs an organisation more than £1 to handle...
• Natural Language Processing interprets nature of enquiry and categorises and prioritises routing to correct advisor...no manual intervention
• Consistent messaging powered by Knowledge Base and Pre-Authored Content...
• 360 Degree view of customer fully integrated to case and customer records. Enhanced customer insight
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Integral Knowledgebase
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Self Serve and Dynamic FAQ
• 57% of consumers across all age groups will search for an answer to a question online first
• 30% of inbound calls are from customers on the company's website at the same time that they are talking to an agent on the phone
• Typical reduction of 20% of incoming contact...some of our clients have achieved 33%+ reduction in FTE
• Improved customer service by increased First Time Resolution
• Utilises same Knowledge Base as Customer Service advisors to provide consistent message...
• numero solutions power both web and Facebook...
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Single Agent Desktop
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Web Chat
• The right chat, at the right time, with the right customer... no wasted chats
• Rules Based Web Chat Engagement – known customer, time on site, checkout stage, basket contents, purchasing history....
• 360 Degree view of customer fully integrated to case and customer records
• The most cost effective customer engagement channel circa 40p per session...
• ~10% increase in AOV through cross sell...
• 25%+ baskets closed when chat engaged with numero...
numero interactive user interface
Web Chat and Call Me Back branded online examples
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Case Studies
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Selfridges
Selfridges:
• World famous brand with 100 years of customer service excellence
• Recently named Best Department Store in the world
• Selfridges Group turn over approaching £2billion
• Services via store, telephone & online
Our Solution:
• Manages Ecommerce alerts and exceptions related to orders, deliveries & payments
• Handles inbound and outbound telephony, email, document handling, fax and SMS
• Reduces email handling by 50%
• Reduces document handling by 25%
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Tesco
Tesco:
• One of the world’s largest retailers
• Employs over 492,000 people worldwide
• Operations in 14 countries
• Services via 5,380 stores and online
Our Solution:
• Achieves Email to Call as singular business process
• Reduced email handling by 30%
• Proactive Call Handling with a target 4 hour response time
• Customer satisfaction improvement due to Call Contact rate
• Multi-brand solution
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GAME
GAME:
• Europe’s leading specialist games retailer
• Over 1,300 stores worldwide
• 3 online brands; GAME, Gamestation and Gameplay
• Services via store and online
Our Solution:
• Increased productivity by 300% and improved quality of service for email channel
• In-store helpdesk solution to increase availability of store based staff
• Working at a strategic level to support GAME Group’s multi-channel development plans
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Summary - Testimonials
“Quite simply put, numero are one of our 3 key strategic technology partners”
“numero has consistently delivered on time, to budget and offered excellent post implementation support. In fact they have exceeded all our expectations”
“numero can be trusted to deliver world class solutions”
“As a leading BPO we have evaluated all the main multi-channel interaction solutions and numero is streets ahead both as a partner and technology”
“A superb company to do business with”
Greg SmithGroup CIO, Yodel (formally DHL UK)
Pete ConnerGroup CIO, Argos (Home Retail Group)
Birger ThorburnGroup CIO, Cable and Wireless
Vic GysinGroup COO, Capita
Jamie HughesHead of Customer Service, Tesco.com
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Next steps – Our approach
Engage – Introduce numero, understand client’s operation, evaluate potential
Study – Review business functions, identify opportunity, quantify benefits
Playback – Present findings, proposed solution, projected benefits and ROI
Approval – Acceptance of ROI and solution, budget secured and contract agreed
Elaboration – Detailed design documentation and project planning
Construction – Build of solution using Unified Process approach
Transition – UAT, Training, go-live support, on going support and maintenance
numero A
ctnum
ero Pro
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Summary – Why engage with numero?
Benefits Typical savings
Financial Returns • 25% cost savings across the contact centre operation £350k per annum return
• A significant ROI of 220% with break-even within 9 months
Operational Efficiency
• 40% reduction in inbound email due to deflection, first time resolution and web self serve
• 25% increase in productivity (transactions per week)
Sales Uplift • Recovery of 10% of abandoned shopping carts £250K per annum in revenue• Increase of 15% in repeat orders £750K per annum
Marketing Reach • Customer acquisition costs reduced by 10% through social media engagement and increased retention
• 35% increased return on marketing spend through a 360º view of the customer
Customer Satisfaction
• Customer satisfaction rating raised from 75% approval to 97%
An on-line retailer with a customer contact centre of circa 50 agents recently engaged with numero. The benefits were outstanding:
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Summary - Consequences of engaging
Before numero After numero
Excessive Average Handle Time and poor First Time Resolution rates resulting in frustrating repeat calls
SLA based workflow “screen pops” work to the agent with all associated customer and case records improved ftr and < call backsUps ell and cross sell introduced, + happy customers
Manual email and document management; email through common inbox, documents separate manual handling
Full email management with Natural Language Processing allowing automation
Agent Desktop with multiple applications running, high staff turnover, long training cycles
One single desktop application, context based to empower the agent to resolve enquiry “one and done”
Customers phoned in to chase their order / service Customer kept fully up to date by proactive personalised updates informing them at every stage of the status of their ??
Customers phoned in to chase their order / service Customers can go on line and self serve themselves when they want to and how they want to
Disjointed, silo based channel approach 360 degree view of all customer interactions for every contact across email, voice, web, mobile and social media
High online abandonment from the check out (dropped basket) rate with no recovery effort (no upsell in call centre)
Pro-active, rules based, scheduling of call backs, email and web chat to engage customer on basket drop
Inconsistent customer interaction content Interactive, organisation wide platform Knowledge Base powering dynamic FAQ on web and advisor
Poor/none existent MI around Contact Centre performance Full suite of MI reporting services and dashboard across contact centre operations and customer KPIs
The table below shows typical before and after comparisons for clients who engage with numero.
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Thank you
Ian DaintithAccount Manager
[email protected]+44 7590 828540