Improving Customer Service

Business Priorities Presentation

AgendaAgenda

Business Drivers / Challenges

Business Capabilities

Summary and Next Steps

Demonstration

Every Touch Point Matters+

_

Cust

omer

Exp

erie

nce

Enjoyable

Efficient

Passable

Annoyed

Frustrated

Angry

Visits website

Shops online

Finds an expired promotion

Works with a friendly sales

rep

Order is expedited

Experiences a long call

waiting time

Places order

Cannot find past

purchases

Uses product

Encounters a

problem with the product

Describes problem three

times

Problem is escalated

to field service

Technician arrives with

no data

• People often mistakenly believe products and services quality alone drives loyalty

• Research shows that loyalty is most influenced by two interactions: most recent and most emotional experiences (good or bad)

Business Context

“I need your help!”

“Are you protecting my personal information?”

“Solve my problem quickly!”

“Can you compete with me?”

“Am I better at this than you?”

“Have I copied you too well?”

“Do you take care of everything I need?”

“Can I manage my account online?”

“Can I get it my way?”

“What else can you do for me?”

“Hire me!”

“Train me!”

“Reward me!”

“Promote me!”

“Update me!”

“Replace me!”

“Retire me!”

“Invest in me!”

Changing Customers

Increasing Competition

Evolving Models

Shifting Labor

Environments

Disruptive Technology

Smarter Care Leads to Greater Customer Success

The perfect customer experience

Give customers what they want, when they want it, and how they want it

CustomerExperience

Enterprise agility Execution excellence Capital efficiency

EfficientOperations

Happier agents with a higher first-call close rate

Lower training costs Improved career path

Smarter, More Effective Agents

Business Drivers

Transform from a cost center to a profit centerReduce attrition and training costsImprove agent productivity and effectivenessImprove multi-channel customer experience

Increase up-sell and cross-sell volume

SALES

Business

Having insight into customers' lifetime value and market segmentsBalancing agent effectiveness and efficiencyDisseminating and promoting best practicesTraining, management, and usage of resourcesProviding consistent experiences across service channelsCapitalizing on up-sell and cross-sell opportunities

Challenges

Challenges

Providing a unified record of all customer transactions and interactionsProviding easy-to-use data mining and analysis toolsSupporting mission-critical, low-latency contact center applicationsSupporting dissemination of and access to current informationProviding infrastructure for tighter support for agents from the rest of the organizationCommunicating and collaborating with partners and vendors

ITChallenges

A solution should help… …by

TRANSFORM FROM A COST CENTER TO A PROFIT CENTER

Enabling executives to turn customer service into a strategic part of the customer life cycleEnabling executives to create resource and financial forecasts on a yearly and monthly basis and to drive programs that generate additional revenue and profitability in existing accounts and attract new customersEnabling executives to perform customer account planning that creates account-specific or segment-specific service offerings with sales

REDUCE ATTRITION AND TRAINING COSTS

Enabling executives to ramp up new agentsEnabling executives to improve effectiveness and time-to-value of ongoing trainingHelping executives reduce initial and ongoing training costsHelping executives schedule and manage ongoing trainingHelping executives keep people motivated and interested

IMPROVE AGENT PRODUCTIVITY AND EFFECTIVENESS

Answering questions and resolve issues as quickly as possibleResolving more issues on first interactionDifferentiating service level based on a customer's segment

IMPROVE MULTI-CHANNEL CUSTOMER EXPERIENCE

Enabling agents to pull information about customers regardless of the channel (for example, in a store, online, at a kiosk, in a call center, via email, or via chat)Enabling agents to access information that is located in multiple systems to resolve customer issuesEnsuring agents are informed of new and current promotions and offers and new product/service launches across channels

INCREASE UP-SELL AND CROSS-SELL VOLUME

Ensuring agents understand when and when not to sellEnsuring agents present the correct offers to customersEnsuring agents understand the relationships between products and services

Solution Support

AgendaAgenda

Business Drivers / Challenges

Business Capabilities

Summary and Next Steps

Demonstration

[ Insert Demo Title ]Demo

AgendaAgenda

Business Drivers / Challenges

Business Capabilities

Summary and Next Steps

Demonstration

TRANSFORM FROM A COST CENTER TO A PROFIT CENTER

INCREASE UP-SELL AND CROSS-SELL VOLUME

IMPROVE MULTI-CHANNEL CUSTOMER EXPERIENCEIMPROVE AGENT

PRODUCTIVITY AND EFFECTIVENESS

REDUCE ATTRITION AND TRAINING

COSTS

Solution’s Business Drivers

Sophistication of the Solution

Phase 1Provides basic support for the most critical elements of the business driver

Phase 2Provides adequate, typical support for critical and priority elements of the business driver

Phase 3Provides thorough, streamlined support for the business driver that enable differentiated levels of performance

TRANSFORM FROM A COST CENTER TO A PROFIT CENTER

IMPROVE MULTI-CHANNEL CUSTOMER EXPERIENCEIMPROVE AGENT

PRODUCTIVITY AND EFFECTIVENESS

REDUCE ATTRITION AND TRAINING

COSTS

INCREASE UP-SELL AND CROSS-SELL VOLUME

Range of Business CapabilitiesBusiness Driver: Transform from a cost center to a profit

centerPhase 1 Phase 2 Phase 3

Gather all customer interaction information across systems to review and analyze performance of accounts and segments to measure customer lifetime valueGather and analyze current customer interactions and performance information year to yearCreate resource and financial forecastsCreate basic account or segment plans with sales to address revenue and profitability growth

View consistent dashboards of customer interactions and profitability waterfalls on demandCompare performance to other customers in the same customer segment to drive suggestions for specific account plansAnalyze customer profitability, revenue, service level, and benchmark data to discover customer segments and build plans to grow revenue and profitability

Determine patterns of profitability, opportunities for new business, potential customer service issues, or customer churn, and then effectively coordinate and execute an appropriate planAutomatically convert account and segment plans into contact center scripts and action plansTrack performance against action plans and alignment to a strategy to determine account plan performance and effectiveness

Range of Business CapabilitiesBusiness Driver: Reduce attrition and training costs

Phase 1 Phase 2 Phase 3

Track new and ongoing training curriculum and individuals' progress in completing the training Use an online training catalog with a scheduling system that supports training notification, registration, and execution to support readiness for new products, services, and promotions as they are introducedAllow agents to view reports about team performance goals and actuals by segment

Use an eLearning solution that suggests training modules based on case outcomesWork with an expert to resolve customer issues instead of transferring a call to an expertUse an eLearning solution that suggests training modules based on case outcomesPlan training schedules to optimize costs, staffing, and utilization and to minimize impacts on service levelsAutomate team performance scorecards that show goals and actuals by segments and suggest training to enhance scores in underperforming areas

Replace static training with on-the-job peer training that experts teach during actual customer interactionsProvide real-time performance feedback and training module suggestions that are based on case outcomesRecord, route for review, and store successful calls and case outcomes into a retrievable knowledge baseDeliver training and case-handling best practices to agents based on profiles, specific performances, development plans, and interestsHelp agents become more confident, self-sufficient, and satisfied with their jobs by increasing their accountability and ownership of customer relationshipsEnable agents to work from home by using virtual contact centers

Range of Business CapabilitiesBusiness Driver: Improve agent productivity and

effectivenessPhase 1 Phase 2 Phase 3

Allow agents to access all past customer interaction history across channelsEnable agents to receive real-time support from the rest of the organizationAllow agents to readily view the reports on contact center statistics (such as, resolution times and resolutions on first contact)Enable agents to find and access relevant supporting product/service information and experts as quickly as possibleGroup agents based on individual agent performance and route contacts to agents based on customers' segmentsQuickly find service contracts, validate entitlements, and track usage

Improve visibility of current and relevant resources that are available in the organization to assist with resolutionsConsolidate interfaces into applications that contain customer transaction information across the organizationAllow agents to readily view reports on their individual performancesStore all information that is required to answer customers' questions or issues about products/services in one location and organize it in a knowledge base that has an accessible taxonomy for service issues and can suggest potential resolutions based on case historiesImprove access to experts by using advanced search and indicating current availabilityFormalize and streamline processes for support of each segmentView current service-level performance by segment

Allow agents to view real-time individual and contact center performance statistics and alertsResolve issues without using agents by automatically responding to email messages with self-service answersStreamline agent support from the rest of the enterprise and partner organizationsStreamline and integrate interfaces into applications that have product/service information; enable agents to quickly review customer profiles and potential issues by automatically showing them at the top of agents' screensDetermine target service level agreements (SLAs) for customers based on profitability, revenue, customer segments, and contractual entitlements to maximize customer lifetime valueAllow agents to establish temporary SLAs for particular casesGenerate real-time alerts when segment service levels are not being met

Range of Business CapabilitiesBusiness Driver: Improve multi-channel customer

experiencePhase 1 Phase 2 Phase 3

Allow agents to access all past customer interaction history, outstanding service issues, and sales opportunities across channelsEnable agents to receive real-time support from the rest of the organizationSupport using email as a way for agents to communicate with customersEnable agents to find and access relevant supporting product and service information as quickly as possibleEnable agents to connect with available experts as quickly as possibleCollaborate across product and service teams to share information about promotions, offers, and new product and service launches across channels

Improve visibility into relevant, available experts in the organization to assist with resolutionsConsolidate interfaces into applications that contain customer transaction information across the organizationStore all information that is required to answer customers' questions or issues about products/services in one location and organize it in a knowledge base that has an accessible taxonomy for service issues and can suggest potential resolutions based on case historiesImprove access to current product/service information and experts by using advanced search and indicating current availabilityAutomatically notify agents about new product launches, promotions, and offers across channelsFind subject matter experts on new products, promotions, and offers across channels

Streamline agent support and other contact channels from the rest of the enterprise and partner organizationsStreamline and integrate interfaces into applications that contain customer transaction information; consistently provide agents and other channels context about recent activities and problematic transactionsShare channel trends with marketing, product, service, and quality teamsEstablish new customer communication channels (such as web chat and email) with customer service centersStreamline agent support from the rest of the enterprise and partner organizationsStreamline and integrate interfaces into applications that have product and service information; enable agents to quickly review customer profiles and potential issues by automatically showing them at the top of agents' screensProactively find and address service issues before customers report them

Range of Business CapabilitiesBusiness Driver: Increase up-sell and cross-sell volume

Phase 1 Phase 2 Phase 3

Consistently and effectively conduct sales training during an agent's onboarding trainingShare sales best practices and experiences among agents and cross-functional team membersEnter information about what customers want and generate customized products or service recommendationsTrain agents about the value of existing and new products and servicesAccess a fully detailed catalog of all products and services

Determine propensity to respond to up-sell or cross-sell attempts based on historical up-sell or cross-sell successesProvide real-time access to relevant sales best practicesDetermine and find complementary product and service offers in real timeTrack up-sell and cross-sell performancesDiscover new value propositions that are relevant to product and service relationships

Identify up-sell and cross-sell opportunities in customer segments and proactively identify and contact customers Construct relevant offers on complementary products and services based on purchasing history across channelsSuggest the most relevant offers that have the highest commission to agents in real timeSuggest value propositions for complementary products and services to agents in real time

AgendaAgenda

Business Drivers / Challenges

Business Capabilities

Summary and Next Steps

Demonstration

Potential Business Benefits

Customers' lifetime values and market segments can be readily determinedAgents are effective and efficient because they know the:Full context of customer touch points across service channelsCurrent products, services, and promotionsBest practices are well-maintained and followedEfficient management and resourcesCustomers have consistent experiences across service channelsProfitability from up-sell and cross-sell opportunitiesAgents and management use a familiar, integrated, and flexible Microsoft platform

Next Steps

Discuss your priorities with ITMap to systems requirementsUnderstand what can be leveragedDevelop a high-level road map for deploying integrated capabilitiesTranslate back into business capabilities enabled/supported

Review the proposed business capability road map

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing

market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.