Improving Customer Service

1. Improving Customer Service Business Priorities Presentation

2. Agenda Agenda Business Drivers / Challenges Demonstration Business Capabilities Summary and Next Steps

3. Every Touch Point Matters + Order is expedited Uses product Visits website Works with a friendly sales rep Enjoyable Customer Experience Problem is escalated to field service Efficient Encounters a problem with the product Places order Shops online Passable Experiences a long call waiting time Annoyed Finds an expired promotion Technician arrives with no data Frustrated Cannot find past purchases Describes problem three times Angry _ • 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)

4. Business Context Changing Customers Increasing Competition Evolving Models Shifting LaborEnvironments Disruptive Technology “Can you compete with me?” “Am I better at this than you?” “Have I copied you too well?” “I need your help!” “Are you protecting my personal information?” “Solve my problem quickly!” “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!”

5. Smarter Care Leads to Greater Customer Success Customer Experience Smarter, More Effective Agents Efficient Operations • The perfect customer experience • Give customers what they want, when they want it, and how they want it • Happier agents with a higher first-call close rate • Lower training costs • Improved career path • Enterprise agility • Execution excellence • Capital efficiency

6. Transform from a cost center to a profit center Reduce attrition and training costs Improve agent productivity and effectiveness Improve multi-channel customer experience Increase up-sell and cross-sell volume Business Drivers SALES

7. Challenges Business IT Challenges Challenges • Providing a unified record of all customer transactions and interactions • Providing easy-to-use data mining and analysis tools • Supporting mission-critical, low-latency contact center applications • Supporting dissemination of and access to current information • Providing infrastructure for tighter support for agents from the rest of the organization • Communicating and collaborating with partners and vendors • Having insight into customers' lifetime value and market segments • Balancing agent effectiveness and efficiency • Disseminating and promoting best practices • Training, management, and usage of resources • Providing consistent experiences across service channels • Capitalizing on up-sell and cross-sell opportunities

8. Solution Support

9. Agenda Agenda BusinessDrivers / Challenges Demonstration Business Capabilities Summary and Next Steps

10. Demo [ Insert Demo Title ]

11. Agenda Agenda Business Drivers / Challenges Demonstration BusinessCapabilities Summary and Next Steps

12. Solution’s Business Drivers TRANSFORM FROM A COST CENTER TO A PROFIT CENTER INCREASE UP-SELL AND CROSS-SELL VOLUME REDUCE ATTRITION AND TRAINING COSTS IMPROVE MULTI-CHANNEL CUSTOMER EXPERIENCE IMPROVE AGENT PRODUCTIVITY AND EFFECTIVENESS

13. Sophistication of the Solution TRANSFORM FROM A COST CENTER TO A PROFIT CENTER Phase 1 Provides basic support for the most critical elements of the business driver INCREASE UP-SELL AND CROSS-SELL VOLUME REDUCE ATTRITION AND TRAINING COSTS Phase 2 Provides adequate, typical support for critical and priority elements of the business driver IMPROVE MULTI-CHANNEL CUSTOMER EXPERIENCE IMPROVE AGENT PRODUCTIVITY AND EFFECTIVENESS Phase 3 Provides thorough, streamlined support for the business driver that enable differentiated levels of performance

14. Range of Business Capabilities Business Driver: Transform from a cost center to a profit center

15. Range of Business Capabilities Business Driver: Reduce attrition and training costs

16. Range of Business Capabilities Business Driver: Improve agent productivity and effectiveness

17. Range of Business Capabilities Business Driver: Improve multi-channel customer experience

18. Range of Business Capabilities Business Driver: Increase up-sell and cross-sell volume

19. Agenda Agenda Business Drivers / Challenges Demonstration Business Capabilities Summary and Next Steps

20. Potential Business Benefits • Customers' lifetime values and market segments can be readily determined • Agents are effective and efficient because they know the: • Full context of customer touch points across service channels • Current products, services, and promotions • Best practices are well-maintained and followed • Efficient management and resources • Customers have consistent experiences across service channels • Profitability from up-sell and cross-sell opportunities • Agents and management use a familiar, integrated, and flexible Microsoft platform

21. Discuss your priorities with IT Map to systems requirements Understand what can be leveraged Develop a high-level road map for deploying integrated capabilities Translate back into business capabilities enabled/supported Review the proposed business capability road map Next Steps