Product Overview KIVA Respect™ 7 unified Sales Management (uSM) KIVA Group, Inc. +1 603.641.5482 [email protected]www.kivagroup.com Which is more critical to your organization’s success, sales or service? Both. Personalized service becomes the door opener for a personalized sales effort. KIVA Respect™ 7 unified Sales Management (uSM) is a software system for organizing the entire sales and service process across the enterprise. It enables you to: set sales and service objectives for all levels of the organization; define incentive compensation plans; build product knowledge and FAQ databases; and, provide your employees with the tools and access to information they need to successfully execute a relationship management strategy based on personalized service and intelligent sales approaches. The uSM solution utilizes the KIVA Respect open, Microsoft .NET technology infrastructure. As a result, it reduces costs and implementation time and provides the maximum level of flexibility for integration with all of your existing customer information sources. uSM also includes a sales and service desktop, a centralized contact history database, and enterprise workflow with automated routing and distribution of information. uSM provides customer service transactions that can be used “as is” or serve as a design point for your unique business needs. Our newest feature allows the uSM dashboard to “wrap around” your existing desktop applications such as new account setup screens. This unified Wrapper technology allows you to introduce sales and service functions—without disrupting your current customer service or teller applications. Integrated Sales Desktop Application. The uSM desktop provides a browser-based GUI that includes scripted service messages, customized account alerts, personalized marketing messages and access to product information. Customer information from the host system and new account set-up applications are accessible on the desktop as well as document management functions to address compliance and transaction fulfillment. The uSM desktop combined with a sales approach provides a unified process for strategic sales and service delivery. unified Wrapper Desktop. The Wrapper provides integration with your existing desktop applications if you choose, or it can deliver a full screen as the desktop with navigation links to other applications. We choose to adapt our approach to your requirements and preferences— and the flexibility of our technology makes it all possible. Rather than throw out everything you have today and start over, with our solutions, you can keep in place the things that work well and build on your investments with new functions and extended practices. The result is greater user acceptance of the new technology and faster time to market for your institution.
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Product Overview
KIVA Respect™ 7 unified Sales Management (uSM)
KIVA Group, Inc. +1 603.641.5482 [email protected] www.kivagroup.com KIVA Group, Inc. +1 603.641.5482 [email protected] www.kivagroup.com
Which is more critical to your organization’s success, sales or service? Both. Personalized service becomes the door opener for a personalized sales effort. KIVA Respect™ 7 unified Sales Management (uSM) is a software system for organizing the entire sales and service process across the enterprise. It enables you to: set sales and service objectives for all levels of the organization; define incentive compensation plans; build product knowledge and FAQ databases; and, provide your employees with the tools and access to information they need to successfully execute a relationship management strategy based on personalized service and intelligent sales approaches.
The uSM solution utilizes the KIVA Respect open, Microsoft .NET technology infrastructure. As a result, it reduces costs and implementation time and provides the maximum level of flexibility for integration with all of your existing customer information sources. uSM also includes a sales and service desktop, a centralized contact history database, and enterprise workflow with automated routing and distribution of information. uSM provides customer service transactions that can be used “as is” or serve as a design point for your unique business needs. Our newest feature allows the uSM dashboard to “wrap around” your existing desktop applications such as new account setup screens. This unified Wrapper technology allows you to introduce sales and service functions—without disrupting your current customer service or teller applications.
Integrated Sales Desktop Application. The uSM desktop provides a browser-based GUI that includes scripted service messages, customized account alerts, personalized marketing messages and access to product information. Customer information from the host system and new account set-up applications are accessible on the desktop as well as document management functions to address compliance and transaction fulfillment. The uSM desktop combined with a sales approach provides a unified process for strategic sales and service delivery.
unified Wrapper Desktop. The Wrapper provides integration with your existing desktop applications if you choose, or it can deliver a full screen as the desktop with navigation links to other applications. We choose to adapt our approach to your requirements and preferences—and the flexibility of our technology makes it all possible. Rather than throw out everything you have today and start over, with our solutions, you can keep in place the things that work well and build on your investments with new functions and extended practices. The result is greater user acceptance of the new technology and faster time to market for your institution.
Product Overview
KIVA Respect™ 7 unified Sales Management (uSM)
KIVA Group, Inc. +1 603.641.5482 [email protected] www.kivagroup.com
Customer and Prospect Profiles. User-friendly screens present a summary of information about the person, their accounts, contact history, issue management history and sales opportunities. Drill down capability provides supporting detail in each category. Personalized messages for service representatives, customers or prospects can be incorporated within the profile. Personalization features also provide additional support for CRM strategies to target market segments, execute product campaigns and focus on customer preferences. Information contained in the profile can be updated on a real-time basis through integration with legacy applications, a corporate CIF, MCIF or other data sources.
Contact Database. Know your customer. Details of interactions with customers and prospects are centrally stored in the Respect 7 central database. This information is combined with CIF, MCIF and data from other 3rd party sources to streamline service delivery, identify sales opportunities and personalize marketing messages. Access to this information allows any authorized employee to follow-up on customer service or open sales opportunities without repetitive and embarrassing reviews with the customer.
Teller Support. Tellers have the most customer face time, so it makes sense to include them in your referral and prospecting strategy. While most institutions prefer limited sales activity on the teller line, it is a valuable interaction point for generating referrals and supporting sales and service objectives. Pop-up windows can be provided on-demand for sales promotions, personalized messages or operator input of information.
Enterprise Workflow. Having real workflow across the enterprise brings the power of the entire organization to the customer. Access to people with special knowledge can quickly resolve problems or help close new business. Ticklers, alerts and automatic escalation, up through your organization’s hierarchy, ensure that follow-up occurs as scheduled, with rules that you establish and can personalize based on the issue, the customer or the opportunity.
Marketing Campaign Follow-up. With uSM, inquiries generated by marketing campaigns can be tracked, measured and responded to in a coordinated manner. Identification of media or source of references can be logged for every interaction to provide input into decisions on marketing investments. All information is logged in real-time and immediately available for management views and activity reports.
Routing. Both automatic and ad-hoc routing is supported. Profiles of subject experts, product managers, calling officers and back-office support people are maintained in the system. When a lead or referral is entered, the information is logged and routed to the person who will provide follow-up. This person might be in a branch, a department or another business unit. A specific individual located anywhere in the organization can be automatically selected for follow-up based on their skills, geographic location or other parameters. Manual selection, from the directory of organizational skills and responsibilities, is also an option.
Product Overview
KIVA Respect™ 7 unified Sales Management (uSM)
KIVA Group, Inc. +1 603.641.5482 [email protected] www.kivagroup.com KIVA Group, Inc. +1 603.641.5482 [email protected] www.kivagroup.com
Referral and Sales Pipeline Management. The browser interface allows any authorized user, anywhere in the organization, to enter a lead or a referral through a browser-based screen. The referral is tracked as it progresses through the organization to closure. Matching of referral opportunities to sales activities occurs automatically with communication on the status of the lead follow-up flowing through the sales process. Pipeline management provides critical status information with automated ticklers and alerts as well as escalation to the service representative or managers to maximize sales results and the professional responsiveness of the organization.
Message Management. Marketing offers, promotions, account alerts and organizational communications are just a few of the message types that can be authored and distributed to individuals or defined subsets of users. A calendaring function is provided to “tickle” users for follow-up, action or notification based on the organization’s service level commitments, escalation policies and sales objectives. Messages can be global or personalized to an individual user or customer. This is a key step in delivering a 1-to-1 marketing campaign and is essential to delivering personalized service.
Multi-channel Access. All uSM functionality is available to “assisted” as well as “self-service” channels as appropriate. The Respect 7 infrastructure provides multi-channel interaction management and can be applied to customer service, personalized sales and performance management across the enterprise, including the call center, web, IVR, email and face-to-face channels.
Product Information. Sales and service activities are supported with product information in both text and graphics. Product features and selling tips can be accessed within the database or automatically “popped” as part of transaction flow. Actual brochure images can be stored and viewed to “see” the brochure that the customer is holding.
Staff Profiles. Profiles of employees provide information on skills, authority levels, responsibilities and contact details. This information is used for risk management, both automated and ad-hoc routing, information access, report distribution and more. An organizational hierarchy connects the user to the management and control structure of your organization. Navigation. Single sign-on and active links are provided to allow access to multiple applications from the uSM desktop. This includes internal as well as external sources of information or third-party processes, such as check reorder screens on an internal HR portal.
FAQ Database. Respect 7 uSM houses a database of frequently asked questions (FAQ), derived from your own experiences, with the approved responses. The availability of FAQ responses facilitates accurate information delivery. It also provides a “cut and paste” repository for facilitating written communication.
Product Overview
KIVA Respect™ 7 unified Sales Management (uSM)
KIVA Group, Inc. +1 603.641.5482 [email protected] www.kivagroup.com
Report Creation and Distribution. Standard reports, ad-hoc queries and online views are all options for seeing activities and measuring performance. Beyond the statistical types of report documents, dashboard views such as percent of goal attainment help individuals track their own performance status on a real-time basis. Report creation and distribution can be fully automated and scheduled for delivery to a target group on a specific day and time. Report format options include .doc, .xls, .html and .txt. Email distribution can also be utilized with attachments in one of the predefined formats. Or, web pages can be published on the internet, intranet or extranet for access by authorized recipients.
Sales Plans and Tracking. The Sales & Incentive module within uSM provides a parameter-driven framework for defining sales objectives and sales incentive plans. Sales activity is tracked in the course of each customer interaction, enabling real-time views of sales performance. Reports and real-time views provide results analysis versus plan for the performance of products, people, business units, cross-selling programs, referral management and more.
Incentive Plans. Specific plans can be defined for individuals, positions, managers or teams. The system allows authoring of plans based on product unit sales targets, revenue generation, cross-selling, service delivery or most any objective attainment that can be quantified and measured. The reporting capabilities of the system provide the feedback needed to keep a sales organization focused on results, while providing supervisors with the performance insights required for coaching and developing their sales team.
Real-time Monitoring. Supervisors and executives have the ability to monitor activity throughout the organization on a real-time basis.
Open Integration. uSM enables access to both internal and external data sources through a variety of open standards, including ODBC, XML, DDE and published APIs. This means that information from any in-house or external database will be available to support customer sales and service interactions. KIVA Respect also conforms to proprietary integration approaches of leading core application vendors.
Product Overview
KIVA Respect™ 7 unified Sales Management (uSM)
KIVA Group, Inc. +1 603.641.5482 [email protected] www.kivagroup.com KIVA Group, Inc. +1 603.641.5482 [email protected] www.kivagroup.com
KIVA Group’s implementation methodology has been developed throughout the more than 25 years that our team has been deploying retail delivery solutions. Our Best Practical Performance™ approach to capturing your custom business requirements has proven for our customer institutions to be a very efficient and effective aspect of their projects—and the key to high user acceptance.
We fundamentally believe that only by engaging your user community through partnership, user participation, collaboration and communication can any new technology be successfully deployed. Therefore, we work closely with you and your team to blend the institution’s current, day-to-day organizational processes and procedures with our software. As a result, you are able to extract the greatest value from our solutions—while preserving your institution’s own best practices. This distinct approach ultimately drives a successful deployment and a seamless transition to our technology. For more information about Best Practical Performance and how we kick-off all of our deployment projects please visit www.kivagroup.com.
Technology Architecture
About KIVA GroupKIVA Group is a global provider of unified customer interaction and experience management software that helps financial institutions to integrate and optimize their multiple delivery channels to achieve sales success through exceptional service. Respect™ 7, the company’s technology platform and suite of applications, is enabling banks and credit unions worldwide to connect the customer, product and services information they need to create a more satisfying experience with each interaction. These teller, branch, internet, call center, IVR, marketing and sales software products can be implemented as point solutions or as part of a strategic initiative to completely unify the enterprise.
