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Chain Reaction Cycles – numero introduction

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Agenda

• Introductions , statement of objective 5 mins

• numero overview in the context of CRC 5 mins

• Solution overview 5 mins

• Solution demonstration 25 mins

• Agent experience

• Reporting

• Service levels 5 mins

• CRM capabilities 5 mins

• Questions 10 mins

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Objective

• To ensure that you have complete understanding of our RFQ response

• To understand the business driver for replacing Emailtopia

• To gain insight into any significant changes that have occurred since the RFQ was prepared

• To understand CRC’s current thinking around email management, CRM and the overall customer strategy

• To provide answers to all of your immediate questions to give you absolute confidence to shortlist numero as a strategic partner/supplier

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Company Overview

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Overview

• Successful private company

• Substantial track record of innovation in multiple IT sectors

• 30+ blue chip customers

• Clients represent leaders in their field

• Mature & significant Partner support

Structure

• 52 staff

• HQ in Manchester, UK

About numero

>£xx invested in R&D

>30 blue chip clients10th

year

80% of employees in software & services roles

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Who we provide email management to:

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Solution Overview

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Solution overview

EnrichmentInboundGateway

OutboundGateway

Workflow

Knowledge

Base

Self-Serve

Web Suite

Supervisor ConsoleUnified Agent Desktop

CRM

Legacy

Billing

Fulfilment

Back-Office Systems

Resource Manager

UniversalQueue

• Agent Availability• Agent Skills• Queue Size & SLAsWork

Status

LettersFormsEmailPhoneCall-

backsVoiceSMSXMLChatetc…

Information

Control

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Demonstrations

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Demo Overview

Public Web

Back Office Application numero interactive

Hosted Pages(Forms, Chat, FAQ)

LettersEmail SMS

Web Services

Phone

Events

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Specific Functions

• Multi language support

• Russian / Japanese Supported, categorised and

passed to

appropriate agent

• Follow ups reserved to agent Fully supported

• Work type prioritorisation Fully supported

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Reporting

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Reporting – Work load management

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• Total view of work load in the queue

• Total view of resource availability

• Real time SLA monitoring and reporting

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Reporting – Agent productivity

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• Integral queries, charts, reports and dashboards

• Standard management pack, plus user-defined

• Integral data marts – we store every action and provide an open schemer to develop custom reports

• Simple data export

• Agent productivity

• AHT

• 1st time resolutions

• Time on work, time off work

• Work handled per shirt/per hour

• Number of cases reopened

• Etc

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How do we support you?

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Our components

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Engage

Study

Playback

Prove

Approve

Negotiate

Implement

Maintain

numero act at a glance

step-by-step process to establish the business case plus proposals that relate directly to the real world situations clients face

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numero pro at a glance

Professional Services

Education Services

Integration Services

Development Services

TechnicalSupport

CustomerCare

A complete portfolio of services to exceed client

expectations throughout the entire project lifecycle

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Service Levels

Critical Moderate NormalAccess to Support Experts < 1 hr < 4 hrs < 14 hrsResolution of Work round ASAP < 4 hrs < 7 hrsCode fix estimates < 2 hrs < 1 day < 5 daysOn Site visit As agreed, typically next day As Agreed n/a

• CriticalCritical support calls are defined as situations where there is an extremely serious degradation to or complete loss of the services provided to yourselves by our solutions, such that your business is significantly affected.

• ModerateModerate support calls are defined as situations where there is significant but not critical degradation the services provided to

yourselves by our solutions

• NormalAll other calls are classified as normal

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CRM Capabilities

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CRM is......

Customer relationship management (CRM) is a broadly recognized, widely-implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service.[1] Customer relationship management denotes a company-wide business strategy embracing all client-facing departments and even beyond. When an implementation is effective, people, processes, and technology work together to increase profitability, and reduce operational costs.

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What is a CRM?

Requirement numero interactive

Brings together information from all data sources within an organisation

Transparently integrates numero’s self-building CRM data with back-office data sources and external data*1

Creates one, holistic view of each customer in real time. Creates single view of each customer in real time

Provides an insight into the behaviour and value of customers

Provides a rich source of customer data suitable for sales, marketing and customer service applications

Automates critical business processes..... Provides powerful support for business process automation including enterprise case management applications

Allows all customer facing employees to make quick yet informed decisions

Allows all users to make quick yet informed decisions by aggregating customer information from multiple systems with integrated knowledgebase

Supports the view of “how can this process better serve the customer”

With an emphasis on business process streamlining, first time contact resolution and integrated case management numero is 100% focussed on improved customer service (with reduced contact centre costs)

Allows for improved customer service, increased call centre efficiency, added cross-sell and up-sell opportunities, improved close rates, streamlined sales and marketing processes, improved customer profiling and targeting, reduced costs, and increased share of customer and overall profitability.

Dynamic up sell / cross in telephony, web and email services

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Consolidated Reporting

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Questions

4th October 2010