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Multi Channel Customer Contact & Channel Shift Channel Choice and System Integration Bob Miller

Multi Channel Customer Contact & Channel Shift Channel Choice and System Integration Bob Miller Argyll and Bute Council Customer Management Project Mgr. Standard Self S ervice Processing M odel. Customer accesses a variety of self service channels to log a service request

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Multi Channel Customer Contact & Channel Shift Channel Choice and System Integration Bob Miller

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  1. Multi Channel Customer Contact & Channel Shift Channel Choice and System Integration Bob Miller Argyll and Bute Council Customer Management Project Mgr.

  2. Standard Self Service Processing Model • Customer accesses a variety of self service channels to log a service request • Information is logged on council’s CRM and then passed onto services • Or it is passed directly to services for action • Either way this is the primary zone of opportunity for system & process integration.

  3. Benefits of Integration Efficiency: No rekeying, copying, pasting Accuracy: Nothing gets lost in translation Consistency: Same data fields transferred Speed: No delays in the process Training: Training burden reduced = Customers more likely to use an integrated self service system because it works better.

  4. Benefits Are Recognised 92% of authorities see self service as a route to achieving cost savings. 87% recognise that the lack of integration is a barrier to achieving potential benefits of self service.

  5. Use of of Integration …and yet the most recent NDL Integration Report tells us that: • 15% of authorities use no integrations between their CRM and back office systems • Another 28% have integrated less than a third of their CRM related processes.

  6. Missed Integration Opportunities …75% of authorities report that they re-key self service data received from web eforms; which negates many benefits.

  7. Many Self Service Channels Requires Many Approaches To Integration. APIs Web Services Database Lookups File Transfers XML RSL Feeds Universal Integrator

  8. Customer Council Systems How Customer Interactions Go Direct To Our Services

  9. CRM Council Systems Examples of Current Integrations

  10. Council System Council System • Active Directory – NetcallAutomation • Netcall Automation – Pyramid MIS • Macfarlane ACD – NetcallQbuster • Lync Comms – Phonex Call Logger • Web XML – Looking Local Digi TV • Web XML – Netcall Disruption Hotline • Civica Cash Receipting – Northgate – Netcall Automated Payments Examples of Current Integrations

  11. The Growing Value of Self Service

  12. Don’t Neglect Employee Self Service & Integration Opportunities

  13. NDL Survey Conclusion: “respondents recognise that implementing widespread citizen self service and achieving their aims has to be underpinned by the right technology. It demands a seamless process from front to back – in other words, the key element of successful self-service is cost-effective integration, which will reduce or even eliminate wasteful and expensive re-keying of data”. Questions At Round Table

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