Chain Reaction Cycles – numero
introduction
© 2010 numero - Commercial In Confidence
Page 1
Agenda
•
•
•
•
Introductions , statement of objective
numero overview in the context of CRC
Solution overview
Solution demonstration
• Agent experience
• Reporting
• Service levels
• CRM capabilities
• Questions
© 2010 numero - Commercial In Confidence
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5 mins
5 mins
5 mins
25 mins
5 mins
5 mins
10 mins
Objective
• To ensure that you have complete understanding of our RFQ
•
•
•
•
response
To understand the business driver for replacing Emailtopia
To gain insight into any significant changes that have occurred
since the RFQ was prepared
To understand CRC’s current thinking around email management,
CRM and the overall customer strategy
To provide answers to all of your immediate questions to give you
absolute confidence to shortlist numero as a strategic
partner/supplier
© 2010 numero - Commercial In Confidence
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Company Overview
© 2010 numero - Commercial In Confidence
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About numero
Overview
Structure
• Successful private
• 52 staff
• HQ in Manchester, UK
•
•
•
•
company
Substantial track record of
innovation in multiple IT
sectors
30+ blue chip customers
Clients represent leaders in
their field
Mature & significant Partner
support
10th
year
>£xx
invested
in R&D
◄
© 2010 numero - Commercial In Confidence
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>30 blue chip
clients
80% of
employees in
software &
services roles
►
Who we provide email management to:
◄
© 2010 numero - Commercial In Confidence
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►
Solution Overview
© 2010 numero - Commercial In Confidence
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Solution overview
Inbound
Gateway
Workflow
Outbound
Gateway
Enrichment
Workflow A
Letters
Forms
Email
Phone
Callbacks
Voice
SMS
XML
Chat
etc…
Workflow B
Billing
Self-Serve
Web Suite
Workflow X
Fulfilment
CRM
Resource Manager
Knowledge
Base
Universal
Queue
Work
Legacy
• Agent Availability
• Agent Skills
• Queue Size & SLAs
Back-Office Systems
Control
Unified Agent Desktop
© 2010 numero - Commercial In Confidence
Status
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Information
Supervisor Console
Demonstrations
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Demo Overview
Public Web
Phone
Hosted Pages
(Forms, Chat, FAQ)
Email
Letters
Web Services
Events
Back Office Application
© 2010 numero - Commercial In Confidence
numero interactive
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SMS
Specific Functions
• Multi language support
• Russian / Japanese
Supported, categorised and
passed to appropriate agent
• Follow ups reserved to agent
Fully supported
• Work type prioritorisation
Fully supported
© 2010 numero - Commercial In Confidence
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Reporting
© 2010 numero - Commercial In Confidence
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Reporting – Work load management
• Total view of work load in the queue
• Total view of resource availability
• Real time SLA monitoring and reporting
◄
© 2010 numero - Commercial In Confidence
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►
Reporting – Agent productivity
• Integral queries, charts, reports and
dashboards
• Agent productivity
• Standard management pack, plus userdefined
• AHT
• Integral data marts – we store every
action and provide an open schemer to
develop custom reports
• Time on work, time off work
• 1st time resolutions
• Work handled per shirt/per hour
• Number of cases reopened
• Simple data export
• Etc
◄
© 2010 numero - Commercial In Confidence
Page 15
►
How do we support you?
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Our components
◄
© 2010 numero - Commercial In Confidence
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►
numero act at a glance
Engage
Study
Playback
Prove
Approve
Negotiate
Implement
Maintain
step-by-step process to
establish the business
case plus proposals that
relate directly to the real
world situations clients face
◄
© 2010 numero - Commercial In Confidence
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►
numero pro at a glance
Professional
Services
Customer
Care
Education
Services
Integration
Services
Technical
Support
Development
Services
◄
© 2010 numero - Commercial In Confidence
A complete portfolio of
services to exceed client
expectations throughout the
entire project lifecycle
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►
Service Levels
• Critical
Critical support calls are defined as situations where there is an
extremely serious degradation to or complete loss of the services
provided to yourselves by our solutions, such that your
business is significantly affected.
• Moderate
Moderate support calls are defined as situations where there is
significant but not critical degradation the services provided to
yourselves by our solutions
• Normal
All other calls are classified as normal
Access to Support Experts
Resolution of Work round
Code fix estimates
On Site visit
© 2010 numero - Commercial In Confidence
Critical
< 1 hr
ASAP
< 2 hrs
As agreed, typically next day
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Moderate
< 4 hrs
< 4 hrs
< 1 day
As Agreed
Normal
< 14 hrs
< 7 hrs
< 5 days
n/a
CRM Capabilities
© 2010 numero - Commercial In Confidence
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CRM is......
Customer relationship management (CRM) is a broadly recognized, widelyimplemented strategy for managing a company’s interactions with customers,
clients and sales prospects. It involves using technology to organize, automate,
and synchronize business processes—principally sales activities, but also those
for marketing, customer service, and technical support. The overall goals are to
find, attract, and win new clients, nurture and retain those the company already
has, entice former clients back into the fold, and reduce the costs of marketing
and client service.[1] Customer relationship management denotes a companywide business strategy embracing all client-facing departments and even beyond.
When an implementation is effective, people, processes, and technology work
together to increase profitability, and reduce operational costs.
© 2010 numero - Commercial In Confidence
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What is a CRM?
Requirement
numero interactive
Brings together information from all data sources within an
organisation
Transparently integrates numero’s self-building CRM data
with back-office data sources and external data*1
Creates one, holistic view of each customer in real time.
Creates single view of each customer in real time
Provides an insight into the behaviour and value of
customers
Provides a rich source of customer data suitable for sales,
marketing and customer service applications
Automates critical business processes.....
Provides powerful support for business process automation
including enterprise case management applications
Allows all customer facing employees to make quick yet
informed decisions
Allows all users to make quick yet informed decisions by
aggregating customer information from multiple systems
with integrated knowledgebase
Supports the view of “how can this process better serve the
customer”
With an emphasis on business process streamlining, first
time contact resolution and integrated case management
numero is 100% focussed on improved customer service
(with reduced contact centre costs)
Allows for improved customer service, increased call centre
efficiency, added cross-sell and up-sell opportunities,
improved close rates, streamlined sales and marketing
processes, improved customer profiling and targeting,
reduced costs, and increased share of customer and overall
profitability.
Dynamic up sell / cross in telephony, web and email services
© 2010 numero - Commercial In Confidence
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Consolidated Reporting
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Questions
4th October 2010
© 2010 numero - Commercial In Confidence
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