©2014 VirtualWorks Proprietary and Confidential©2014 VirtualWorks Proprietary and Confidential

Joachim Dahl – Virtual Works

©2014 VirtualWorks Proprietary and Confidential

SalesCustomer satisfaction

Cost+1% First Call Resolution

= +1% Customer satisfaction

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Organization Europe

Power search for improved customer service and increased sales

Joakim Dahl – Sales engineer

360 view of the customer

©2014 VirtualWorks Proprietary and Confidential

ERIKBAKLID

EDLACOBUCC

IFLORIDA

VirtualWorks

Group Inc.

EnterpriseSearch

Resellers

FIND

ISVSystem

integrators

OSLO

STOCKHOLM

USA

EUROPE

• The Storebrand Group is a leading player in the Nordic market for long-term savings and insurance.

• ~ 2300 employees. • 1.8 million customers in Norway and Sweden.

“We make it possible for customers to take the best financial choices adapted to their different needs and situation.”

Storebrand Vision;Recommended by our customers

 

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Background

• Customer facing Employees are struggling to aggregate information from different applications when supporting customers

• Important information are scanned and stored both in Basware, Sharepoint and Microsoft Dynamics CRM

• Huge amount of documents (60.000.000 + documents) spread across different repositories

The Challenges

elArkivCRM

Sharepoint

Data growth8 M docs/year

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Background

• Searching across separate legal entities• Searching across multiple customers• Free text search

Additional considerations

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Project goals

• Decresed handling time for customer service• Improve quality and consistency of customer response with

real-time information access• Get 360 view of customer with structured and unstructured data.

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Alternatives

Scenario 1Unified search front using

existing search mechanisms

Scenario 2Unified search front using

indexed search engine

• Does not solve the fundamental challenges with performance and availability• Does not manage relations between entities in Sharepoint and CRM• Free text search not supported

Custom inhouse

Sharepoint search

Off the shelf ViaWorks

• Not able to handle document volume

• Lack of internal competence• Too risky if loss of competence

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Solution overview

Why ViaWorks• Indexed search engine

• Text• OCR

• Native connectors• API for querying the index• Single sign on (AD, ++)• Runs primarily on a single machine (on premise)• High performance

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Project

Prerequisites• Data volumes• Availability• Security• Infrastructure• GUI (into MS Dynamics)

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Project

12

Project

12

Functional report

Statement or work

ViaWorks installed

Production system

Sign Off

Functional workshop

RequirementsTimeframe

KPI’s

Technical workshop

SystemreqHardwareSecurity

Installation

Partial roll outTest

ProductionMigrate to VM

Full scale roll out

Go Live

End user training

GUI

Scope and design

Further development

After busin

ess case

signed off and fu

nding

secured

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Solution

The Benefits

The SolutionViaWorks helped to Index all documents and aggregated information from Microsoft CRM, Basware and Sharepoint into one single Index.

• Delivery of better customer experience through faster response times• Single-point access to company and customer information across a range of legacy systems, from inside Microsoft

Dynamics (ViaWorks)• Employees can “trust” the information is captured since we aggregate information from their most important

sources

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Result

Customer statement

“Prior to VirtualWorks, it took our customer service team 30-40 seconds to find information customers needed. Now our response time is down to 3-4 seconds. This makes life easier for our customer services team, making them more effective and results in more satisfied clients.”

- Øystein Ulseth, Enterprise Architect

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Thank you!Joakim Dahl – Sales engineerjoakim.dahl@virtualworks.com+46 (0) 768 78 88 57