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Creating a Self-Funding Roadmap to Improve Business Results
Fernando Egea Director, Cisco Business Consulting
© 2015 Cisco and/or its affiliates. All rights reserved. Cisco BTAG Business Consulting Cisco Confidential 2
© 2015 Cisco and/or its affiliates. All rights reserved. Cisco BTAG Business Consulting Cisco Confidential 3
© 2015 Cisco and/or its affiliates. All rights reserved. Cisco BTAG Business Consulting Cisco Confidential 4
© 2015 Cisco and/or its affiliates. All rights reserved. Cisco BTAG Business Consulting Cisco Confidential 5
© 2015 Cisco and/or its affiliates. All rights reserved. Cisco BTAG Business Consulting Cisco Confidential 6
© 2015 Cisco and/or its affiliates. All rights reserved. Cisco BTAG Business Consulting Cisco Confidential 7
© 2015 Cisco and/or its affiliates. All rights reserved. Cisco BTAG Business Consulting Cisco Confidential 8
IT / CIO
Business
Outcomes
Moment
of Truth
© 2015 Cisco and/or its affiliates. All rights reserved. Cisco BTAG Business Consulting Cisco Confidential 9 Source: Gartner Symposium/ITxpo
Reality Check
80% BTAG - Egea
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© 2015 Cisco and/or its affiliates. All rights reserved. Cisco BTAG Business Consulting Cisco Confidential 10
The Invisible Challenge
© 2015 Cisco and/or its affiliates. All rights reserved. Cisco BTAG Business Consulting Cisco Confidential 11
6-12 Month
s
Tomorrow Morning 12-18 Months
Within 6 Months Within 12 Months
BU
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AL
UE
INNOVATION
PHASE 2 PHASE 3 PHASE 1
Action Items:
1. +
2. +
3. =
Increase Revenue $$
Action Items:
1. +
2. +
3. =
Competitive Advantage
$$$
Action Items:
1. +
2. +
3. =
Cost Savings $
Current State
Business
Pain Points
Future State
Business Objectives &
KPI‘s
What if?
Ideal State Current State
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© 2015 Cisco and/or its affiliates. All rights reserved. Cisco BTAG Business Consulting Cisco Confidential 12
Operational ROI delivers Cost
Savings through infrastructure
and operations optimization
Productivity ROI builds on
operational, focusing on
Increasing Revenue
Strategic ROI focuses on
enabling new/ disruptive business
models to gain a Competitive
Advantage
Changing the Conversation from TCO to ROI E
FF
ICIE
NC
Y
EF
FE
CT
IVE
NE
SS
© 2015 Cisco and/or its affiliates. All rights reserved. Cisco BTAG Business Consulting Cisco Confidential 13
BU
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INNOVATION
OPERATIONAL ROI: Cost Savings
PRODUCTIVITY ROI: Increase Revenue
STRATEGIC ROI: Competitive Advantage
Global Best Practices:
1. Optimize Infrastructure & Operations (I&O)
2. Consolidate Contact Center Operations
3. Improve Essential Business Processes
Start with Savings…
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© 2015 Cisco and/or its affiliates. All rights reserved. Cisco BTAG Business Consulting Cisco Confidential 14
Let’s take a closer look…
Best Practices
Impact
Area #1
Impact
Area #2
Impact
Area #3
Agent Virtualization
Voice / Web Self-Service
Agent Desktop Optimization
Employee Training
Replace Internal Travel w/ Video
Hybrid Company Meetings
Optimize
Infra & Operations
Consolidate
Contact Centers
Improve Essential
Business Processes
TDM to IPT Migration
Server Virtualization
Simplify & Accelerate IT with
Cloud
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© 2015 Cisco and/or its affiliates. All rights reserved. Cisco BTAG Business Consulting Cisco Confidential 15
Quantifying the Business Impact
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Impact Area #1 Annual Expense Benchmark Savings Your % Reduction Annual Savings
1 TDM to IP MigrationSave up to 90% on PSTN charges between
company offices
2 Server VirtualizationUp to 60% reduction on power, cooling,
space and cabling costs
3 Simplify & Accelerate IT with CloudFaster Deployment (1/2 time compared to
on-premise) & Reduction of IT Workload
Impact Area #2 Annual Expense Benchmark Savings Your % Reduction Annual Savings
1 Agent VirtualizationBetween 8% and 15% reduction in Full Time
Employees
2 Voice / Web Self-ServiceFrom $7-$9 per live contact to less than
$0.25 per automated transaction
3 Agent Desktop OptimizationBetween 15 and 50 seconds reductions in
call length
Impact Area #3 Annual Expense Benchmark Savings Your % Reduction Annual Savings
1 Replace Internal Travel with Video30% reduction on total travel, 50%
reduction of internal meetings
2 Hybrid Company MeetingsIncrease effectiveness while cuting
expenses by 90%
3 Employee TrainingTrain more people, more frequently, at a
lower cost. Typically 25% savings.
Sub Total Impact Area #3:
Total Estimated Savings:
Optimize Communications Infrastructure
Consolidate Contact Centers
Improve Basic Business Processes
Global
Best Practices
Global
Best Practices
Global
Best Practices
Sub Total Impact Area #1:
Sub Total Impact Area #2:
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© 2015 Cisco and/or its affiliates. All rights reserved. Cisco BTAG Business Consulting Cisco Confidential 16
Operational
ROI
$0
$5,000,000
$10,000,000
$15,000,000
$20,000,000
$25,000,000
$30,000,000
$35,000,000
$40,000,000
$45,000,000
Before After
Remote Experts
Field BYOD
Field Training
Replace Travel with Video
Contact Center Optimization
TDM to IPT Migration
SIP Trunking
Consolidating Infrastructure, Contact Centers & Operations will drive between 20% and 40% Reduction in Operating Expenses
$ 39M
$ 23M
-41% Reduction
or $16M / Year
Real Client Example
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© 2015 Cisco and/or its affiliates. All rights reserved. Cisco BTAG Business Consulting Cisco Confidential 17
BU
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INNOVATION
OPERATIONAL ROI: Cost Savings
Focus on Top Line Growth…
PRODUCTIVITY ROI: Increase Revenue
STRATEGIC ROI: Competitive Advantage
Global Best/Next Practices:
1. Optimize Business Processes
2. Leverage Resources Across the Company
3. Proactive Sales Contact
Best Practices
1. Optimize Infrastructure & Operations (I&O)
2. Consolidate Contact Center Operations
3. Improve Essential Business Processes
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Business Benefits
Realized:
$16M per Year
© 2015 Cisco and/or its affiliates. All rights reserved. Cisco BTAG Business Consulting Cisco Confidential 18
Productivity
ROI
Real Client Example
© 2015 Cisco and/or its affiliates. All rights reserved. Cisco BTAG Business Consulting Cisco Confidential 19
Productivity
ROI
Real Client Example
Assembly Line Efficiency =
70%
© 2015 Cisco and/or its affiliates. All rights reserved. Cisco BTAG Business Consulting Cisco Confidential 20
Productivity
ROI
Real Client Example
Every minute of downtime =
$ Millions
In Lost Labor
© 2015 Cisco and/or its affiliates. All rights reserved. Cisco BTAG Business Consulting Cisco Confidential 21
What if? Productivity
ROI
+ +
Assembly Line Efficiency =
96%
Worker Productivity =
UP
Quality Problems & Returns =
DOWN
© 2015 Cisco and/or its affiliates. All rights reserved. Cisco BTAG Business Consulting Cisco Confidential 22
BU
SIN
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S V
AL
UE
INNOVATION
OPERATIONAL ROI: Cost Savings
PRODUCTIVITY ROI: Increase Revenue
STRATEGIC ROI: Competitive Advantage
Global Best/Next Practices:
1. Optimize Business Processes
2. Leverage Resources Across the Company
3. Proactive Sales Contact
Best Practices
1. Optimize Infrastructure & Operations (I&O)
2. Consolidate Contact Center Operations
3. Improve Essential Business Processes
Reinvent the Business…
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Business Benefits
Realized:
$100M+ per Year
Global “Next” Practices:
1. Enable New Business Models
2. Create Unparalleled Customer Experiences
3. Disruptive Innovation
Business Benefits
Realized:
$16M per Year
© 2015 Cisco and/or its affiliates. All rights reserved. Cisco BTAG Business Consulting Cisco Confidential 23
Contact Center: Sandra
Our mortgage department is
closed –
Can you call back
tomorrow?
All our reps are busy
please wait..
1. Checking Info
2. Savings Info
3. Online Banking
4. Loans/leases
5. Transfer Funds
6. Verify Funds
7. Credit Card
8. Online Account
0. Banking Rep
1. Checking Info
2. Savings Info
3. Online Banking
4. Loans/leases
0. Banking Rep
Strategic
ROI
Local Branch: Karina
Can I get your phone # and I
will ask my
Advisor to call you
back?
Real Client Example
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© 2015 Cisco and/or its affiliates. All rights reserved. Cisco BTAG Business Consulting Cisco Confidential 24
Our Client Competitor
Opportunity
Opportunity
Opportunity Opportunity
Strategic
ROI
Opportunity
Real Client Example
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© 2015 Cisco and/or its affiliates. All rights reserved. Cisco BTAG Business Consulting Cisco Confidential 25 BTAG - Egea
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© 2015 Cisco and/or its affiliates. All rights reserved. Cisco BTAG Business Consulting Cisco Confidential 26
New Loan
Existing Loan
Credit Card
My Advisor
30s
1min 30s
1min
Call Me
Call Me
Call Me
Browse Now
ACME Bank
Strategic
ROI
What If?
No number required
No IVR
No waiting in queue
No need for multiple authentications
You choose your service
Video
Video
Video
Video
You get a Call Back from a Bank rep…
…who Already Knows everything about you:
• Who you are
• Where you are
• Why you are calling
• Your buying history
Real Client Example
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© 2015 Cisco and/or its affiliates. All rights reserved. Cisco BTAG Business Consulting Cisco Confidential 27
Strategic
ROI
Real Client Example:
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Amex Net Promoter Results (Refer to Friend):
70 – Phone
76 – Click to Chat
93 – iPad Video
Chat
© 2015 Cisco and/or its affiliates. All rights reserved. Cisco BTAG Business Consulting Cisco Confidential 28
BU
SIN
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S V
AL
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INNOVATION
OPERATIONAL ROI: Cost Savings
PRODUCTIVITY ROI: Increase Revenue
STRATEGIC ROI: Competitive Advantage
Global Best/Next Practices:
1. Optimize Business Processes
2. Leverage Resources Across the Company
3. Proactive Sales Contact
Best Practices
1. Optimize Infrastructure & Operations (I&O)
2. Consolidate Contact Center Operations
3. Improve Essential Business Processes
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Global “Next” Practices:
1. Enable New Business Models
2. Create Unparalleled Customer Experiences
3. Disruptive Innovation
A Self-Funding Roadmap to Business Outcomes
Business Benefits
Realized:
Sustained
Success
Business Benefits
Realized:
$16M per Year
Business Benefits
Realized:
$100M+ per Year
© 2015 Cisco and/or its affiliates. All rights reserved. Cisco BTAG Business Consulting Cisco Confidential 29
6-12 Months Tomorrow Morning 12-18 Months Within 6 Months Within 12 Months
BU
SIN
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S V
AL
UE
INNOVATION
OPERATIONAL ROI: Cost Savings
PRODUCTIVITY ROI: Increase Revenue
STRATEGIC ROI: Competitive Advantage
Major Areas of Opportunity:
1. Leverage Resources
Across the Company
2. Optimize Business
Processes
3. Proactive Sales Contact
Major Areas of Opportunity:
1. Enable New Business
Models
2. Create Unparalleled
Customer Experiences
3. Disruptive Innovation
Major Areas of Opportunity:
1. Optimize Infrastructure &
Operations (I&O)
2. Consolidate Contact
Center Operations
3. Improve Essential
Business Processes
Ideal State Current State
Call To Action
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Have you
unlocked All the
Cost Saving
opportunities
in your
Business?
How can
technology
play a
Major Role in
Revenue
Generation?
Are you
leveraging
technology to
truly
Transform
your
Business?
What Are Your Waiting For?