Date post: | 13-Jan-2015 |
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Services |
Upload: | kodak-alaris-document-imaging |
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How Technology Enables Service to Deliver Superior Customer Experiences
Budd Webster, Services GM&VPKodak Alaris
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Holding company, solely owned by U.K. Kodak Pension Plan
Ralf Gerbershagen, Chief Executive Officer
$1.2 billion in revenue
3,500 employees
Financially strong, committed to growth
The new company
Dolores Kruchten, President
DOCUMENT IMAGING
Document scanners
Capturesoftware
Technicalservices
Dennis Olbrich, President
PERSONALIZED IMAGING
Traditionalphoto
Retail systems solutions
Eventimaging solutions
In everything we do…we believe in finding a better way
NimbleDrivenTrusted
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And we are entering a new world!
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We were a document input company
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Now we are an intelligent information management company
Getting the right information
to the right placeat the right time to
maximize value
Input Management Business Process / Case Management
Customer InteractionManagement
KnowledgeManagement
ECM CEM
Information Management
Converge
Capture approach: Capture to archive
Digital repository for critical business processes
Key input sources: paper, fax
Information: Largely structured
Entity: Document, Data
Key motivator: availability of data; regulations, audits
Measures: Compliance
Capture approach: Capture to transaction (batch)
Automate processes
Key input sources: Paper, e-docs, e-mails, attachments, fax, social media
Information: Mix of structured, semi- and unstructured
Entity: Transaction
Key motivator: Time to cash; process cost; customer satisfaction
Measure: ROI
Improve customer communication
Key input channels : Call centers, e-mails, chat, social media
Information: Mostly unstructured
Entity: Inquiry, Web visit
Key motivator: Best customer service for lowest price
Measure: Time to resolve; customer satisfaction
Quality of customer communication
Key input channels: Product teams; senior call center staff, expert users
(community)
Information: Largely unstructured
Entity: Inquiry
Key motivator: Retention of firms IP, ease paper info gathering, enable
customer self help
Measure: Level of input provided / time to resolve
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Service & Support – Productivity Assured.
Customers trust in Kodak Alaris to deliver the training, optimization and support that assures the ongoing productivityof their solutions• Global reach, local attention• Highly trained and experienced personnel• Single point of contact for software and hardware support• Professional services including training, workflow
optimization• Versatile maintenance agreement options
With over 600 highly trained professionals in over 30 countries, Kodak Alaris is one of the largest, most experienced service organizations in the industry,
with customer satisfaction ratings historically over 95%!
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Twin Pillars of Customer Experience Management
Information Management
Multi channel inputSemantic understandingClassification of contentExtraction of relevant dataResponse and routing
Service Management
Case managementWorkforce optimization
Contracts and entitlementsParts logistics
Mobile connectivityDashboards and analytics
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New Artificial Intelligence
UNDERSTAND PROCESS KNOW
? i !Knowledge Is Core Of Process Efficiency
Kodak Info Insight PlatformInformation Management
Self Learning Expert Forum
Content RepositoryAcross System Boundaries
Any Content Documents
Free Text SearchIntranet Any Source
No Administration Versioning
Dynamic Q&A Scripting
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Operational Efficiency Today• Separate / Aging Systems
Worldwide• Limited Access Knowledge
Base
Case Management Today• Fragmented View of Installed
Base• Inefficient Dissemination of
Case Information
“…find a better way.”
Field Management Today• Calls queued as they arrive• FE addresses calls asap
Stakeholder Connectivity Today• Minimal Visibility by
Customers and Partners
Case Management Goal• Simplified Global Entitlement• Cutting-edge Mobile
Capabilities
Field Management Goal• Robust Work Order
Management• SLA / Resource Optimized
Scheduling
Stakeholder Connectivity Goal• Immediate Access to
Information by Key Customers & Partners
Operational Efficiency Goal• Global Parts Management• Dynamic / Ubiquitous
Knowledge Base (Service Pulse / Social Collaboration)
Service Manageme
nt
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Result: a service IT infrastructure that facilitates superior customer experiences
• Powerful CEM/Knowledge• Self learning• Artificial intelligence• Future proof
• Comprehensive service solution• Global SaaS on force.com
platform• Agile and highly configurable• Speed of implementation
Differentiators that make a difference!
The Kodak trademark and trade dress are used under license from Eastman Kodak Company. © 2013, 111616 Opco (Delaware) Inc.