Service Delivery Directorate

1. Regional Boards Webinar 18th June 2013 Service Delivery Directorate • IT • Accreditation • Customer Service • Digital Delivery Focus for today’s presentation

2. Customer Service Delivery • Unified customer services department • Review and set new service standards • Proactively seeking the views of our customers • Working towards the “golden record” to enable accurate delivery and identification of growth opportunities

3. defined service standards and published customer charter • right first time – resolve at first contact • tailored and flexible to meet customer needs • all CMI service ambassadors • measured and accountable Customer Services - the picture on the lid • multi channel • develop and promote 24/7 self service/help as channel of choice • Team available [9am-5pm] Mon-Fri • simple documented processes • integrated & automated • data quality custodian • agile, flexible, scalable • Lean - eliminating waste putting our customers at the centre of the way we think and all that we do • we understand customers motivations • we learn from all interactions • we continuously improve • positive relationships built on excellent service enables: • better retention • Opportunity identification

4. CMI Customer Charter Launched in June 2013 Collaborative approach taken to generate version 1 Now available at the base of every page of www.managers.org.uk • The Charter: • Outlines how customers can contact us • What they can expect from us • How to provide us with their ideas, suggestions and thoughts • How we will handle complaints Can you help us with version 2? All thoughts welcome to matthew.roberts@managers.org.uk by 10th July please

5. See CMI – through our customers eyes • Monthly Customer Satisfaction Surveys: • Members • Centres • Learners • Employers • Key measures: • Net Promoter Score • Customer Retention • Very Satisfied with customer service Voice of the customer – non survey feedback and follow up action: listen@managers.org.uk

6. Purpose • Enables more accurate data insight and trend analysis • Enables better segmentation and targeting of communications • Enables better reporting • Should result in • Better generation and conversion of leads • Improved customer retention due to more personal customer experience Golden Records Defined fields of information that if we have for a customer gives us the best possible chance of continuing to do business with them • How will we get this data: • Online profile • First log in prioritises key golden fields • Embed link in all comms • Campaigns to drive completion – incentivised • Merlin • New easy interface for Golden Record completion – • what is missing and single screen entry

7. Membership Self Service • Online joining – rewritten – fully automated – launched March 2013 • Online profile– launched May 2013 • Online renewal –August 2013 • Online upgrade – due in 2013 Self Service

8. Digital Delivery Presentation agenda: • Digital delivery supporting the growth strategy – overview • Meeting digital objectives (year 1) • Supporting the regions online

9. Digital delivery is intended to support the growth plan by: • Creating a route to market that allows CMI to penetrate target sectors • Delivering transactional capability to drive new and incremental revenue • Driving a reduction in operational costs; self service infrastructure • Gaining insight and market intelligence • Promoting the CMI brand Digital delivery is central to sales & marketing, service delivery and customer relationship management.

10. Supporting the growth plan Growth Plan • Sector focus • Improve cost effectiveness of RTM • Grow customer numbers • Cross/up-sell • Increase sales of content • Improved business processes Digital Delivery Micro-sites, lead capture Reduce costly face to face selling UK & international reach CRM techniques delivered in real time Checklists and online toolkits Digitising processes (membership administration)

11. Meeting digital objectives – phase 1 • Deployment of a new Content Management System and eCommerce platform • Unified Solutions Ltd chosen as preferred supplier (following RFP & pitch) • Well established and scalable platform • Experience in delivering similar projects • Redesign the customer website – architecture, navigation and aesthetics – focus on employers, learning organisations and members • Migration of content and key features • Integration with member database, Merlin • Community platform and toolset • Customer engagement – converting visitors to customers

12. Project plan – phase 1 November launch

13. Supporting the Regions online – phase 1 • Introduction to the Region • Who should be involved • Why involvement is important • How to get involved; online and face to face • Who’s Who in the Region • Board member profiles • Contact details • Regional News • Management news feed • User generated news • Diary dates • Event support • Booking facility • Photo share • Video (where possible) • Webinars • Community • Discussion forums • Regional and specialist groups • User profiles • Social media integration – increasing reach • Central resource repository • Presentations, minutes, documents etc

14. Supporting the regions online (continued) Phase 1... • Clean up operation of branch pages • 66 pages from the old branch network set-up • 532 members of the Branch Management Team Network • Community posts dating back to December 08 • A point of contact within Digital Delivery for any issues • Guidelines provided on creating events, creating and answering community posts etc • Administration rights to your area (but not publishing) • Quarterly review and report of consumption of online services in each region Phase 2... • Look to work with you to define future online requirements • one idea is an online mentoring service

15. Questions