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100 million European consumers serviced daily by Tieto solutions600 specialists on CRM, Customer service and Self-Service
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On Top of Our Minds
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Our Customers & Partners
Financial Services Telecom Utility Other
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• Design, development & management of applications to 1000 agents• Providing services for inbound and outbound call for contact center, retail and online• > 1 million contacts per month
References
• Development & implementation of Aegon Unified Desktop solution• “Tieto delivered the flexibility and expertise that was needed to make the ADT a succces.”
- Peter van Wijk, programme manager, AEGON
• Winner 2011 National Value Center Award• Automated inbound marketing solution Innovation Award• 15 month earn-back period
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Key to SuccessCustomer Experience Integration
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1. We develop the customer service strategy and targets with our customers
2. We ensure the business reasoning and KPI’s for the transformationprocess
3. We are passionate about the end user needs and make sure they alignwith business objectives
4. We ensure the technical feasibility already in early stages of thetransformation process
5. We drive the transformation process and implement relevant customerinteraction solutions where applicable
We deliver realistic Customer ExperienceIntegration from vision to execution.
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Let us help you develop a Customer ExperienceIntegration roadmap...
CustomerInteraction Vision
Requirements &process review
Business CaseArchitectureassessment
ScopingAssessment
Roadmap
Proof of Concept
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Taking in mind which customer functionalities havethe greatest impact on your business...
PROCESSES
REPORTING
SYSTEM ACCESS
WFM
CTI
IVR
CRM
CUSTOMER OVERVIEW
INTEGRATION
UNIFIED DESK
KNOWLEDGEMNGT
X/UP SELL
FO/BO INTEGRATION
USABILITY
INSIGHTS
EFFICIENCY
SOCIAL MEDIA
CROWDSOURCE
REALTIME WEB
PRESENCE
VIDEO
AUGMENTED REALITY
CONNECTED DEVICES
CHAT
IMPACT ON BUSINESS KPI’S
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Based on the latest technology, enhanced withexisting functionality or best of breed add ons...
CUSTOMER CONTACT PLATFORM
ACCELERATORS Customer ExperienceManagement
Customer InteractionManagement
IMPACT ON BUSINESS KPI’S
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Contact center of the future:Keep the things your customers like, add the things your customers will love
Add social events to your desktop Add chat
Addrelevant suggestions
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Accelerator: Mobile Chat
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Cross- and Upsell+15% (Banking + telco)
Retention+ 30% (Leasure / Media)
NPSFrom minus 60 to plus 15 (telco)
Cost to Serve- 10% (Banking)
Online Conversion+15% (Telco, Banking, Insurance)
Channel Deflection / Steering- 15% Call Avoidance- 15% Call Deflection (to lower cost channels)
Realised benefits with NL market leaders
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Joost van HamSolution Manager Strategic Consulting & [email protected]+31 (0) 6 22 180 866