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Introduction to numero

Introduction to numero. Prepared for Ted Baker plc. Steve Almond New Business Development Manager Ian Daintith Account Director - Retail 25 th July 2012. Proposed Agenda. Introductions and Objectives for today About Ted Baker Business, Strategy, Contact Centre Operations, Challenges

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Introduction to numero

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  1. Introduction to numero Prepared for Ted Baker plc Steve Almond New Business Development Manager Ian Daintith Account Director - Retail 25th July 2012

  2. Proposed Agenda • Introductions and Objectives for today • About Ted Baker • Business, Strategy, Contact Centre Operations, Challenges • About numero • Who, What, Why • Demographic / Multi-channel Challenges • Customer Service Challenges • The numero interactive platform – overview • Social Media and Customer Service? • Wrap Up / Next Steps • Please ask questions throughout

  3. About numero numero enable customer focussed organisations to deliver exceptional experiences to their customers however they choose to communicate whilst dramatically reducing operational cost Who To develop, deliver and support the most advanced multi-channel customer interaction management solutions for the World’s leading and forward thinking organisations where the customer experience is truly valued Mission Engagement Method Delivery Approach Software Platform What numero interactive Class leading Enterprise scale numero pro Agile yet results driven numero act Business led, ROI centric To deliver excellence and to always act with integrity, agility and pragmatism ensuring the customer is central to all we do, all of the time. Values

  4. About numero • numero supply ‘best of breed’ enterprise class multi-channel Customer Interaction Management solutions “numero interactive” • Enhance Customer Experience and Journeys • Drive Contact Centre Efficiencies, reduce workload • Increase sales revenues • numero interactive is a platform which combines a number of modules... • Single Agent Desktop • Business Process Automation • CRM • Content Management System / KB • Reporting and Management Information

  5. Challenges : Demographics and Channels Fire and forget consumerist Silver surfer Old fashioned service lover Digital DIY dude No nonsense trouble shooter Grumpy old man

  6. Challenges : Some research data • On average 82% of defections are due to issues relating to customer service (Forrester) • 80% of baskets are abandoned before checkout and this figure is rising…. yet 30% are due to issues customer services can influence (Forrester and SeeWhy) • 48% of consumers said the telephone is the most frustrating customer service channel, 8 times more frustrating than web chat and 3 times more frustrating than email (Econsultancy) • 57% of inbound calls are from customers who had tried to resolve the issue online before calling (Customer Contact Council) • 44% of online consumers say that having questions answered by an agent while in the middle of an online purchase was one of the most important features a website can offer (Forrester Research) • 95% of complaining customers will do business with you again if you resolve the complaint instantly (Lee Resource Inc) • 15% of people aged between 16-24 prefer to interact with customer service on social media (Econsultancy) • It can cost five times more to buy new customers than retain existing ones (TARP) • The average ‘wronged customer’ will tell 8-16 people about it, over 20% will tell more than 20(Lee Resource Inc)

  7. Multi-channel solutions Email Document Telephony SMS/MMS Messaging Websuite Web Chat Call Me Back Mobile Facebook Twitter Buzz Other

  8. Our Clients : Retail, Utility, Public, Finance ◄ ►

  9. The successes numero enables extremely large volumes of customer interactions to be handled with ease. Whether by phone, email, online, text message, document or social media our software platform streamlines every customer journey.

  10. The numero platform

  11. numero solution components Enrichment Single Agent Desktop Content Management System CRM Business Process Automation External Applications Fulfilment Reporting & Management Information

  12. Solution Operation Phone Web Twitter Email White-mail Call-backs SMS XML Chat etc… InboundGateway Enrichment Workflow OutboundGateway Workflow A CTI/IVR Billing Workflow B Self-Serve Web Suite Fulfilment CRM Resource Manager Legacy Knowledge Base Universal Queue • Agent Availability • Agent Skills • Queue Size & SLAs Back-OfficeSystems Work Control Unified Agent Desktop Status Information Supervisor Console Customer & Case - CRM ‘Lite’ MIS Analytics

  13. Capabilities

  14. Self Serve and Dynamic FAQ • 57% of consumers across all age groups will search for an answer to a question online first • 30% of inbound calls are from customers on the company's website at the same time that they are talking to an agent on the phone • Typical reduction of 20% of incoming contact...some of our clients have achieved 33%+ reduction in FTE • Improved customer service by increased First Time Resolution • Utilises same Knowledge Base as Customer Service advisors to provide consistent message... • numero solutions power both web and Facebook with same solution

  15. Self Serve and Dynamic FAQ

  16. Email Management • Email now accounts for 20% of contact centre workloadacross our clients and growing... • Typically we see 200% increase in email productivity over Single Inbox Solution (Outlook, Lotus Notes etc) • Email productivity from 8 to 20+ emails per hour per agent • Each incoming email typically costs an organisation more than £1 to handle... • Natural Language Processing interprets nature of enquiry and categorises and prioritises routing to correct advisor...no manual intervention • Consistent messaging powered by Knowledge Base and Pre-Authored Content... • 360 Degree view of customer fully integrated to case and customer records. Enhanced customer insight

  17. Web Chat • The right chat, at the right time, with the right customer... no wasted chats • Rules Based Web Chat Engagement – known customer, time on site, checkout stage, basket contents, purchasing history.... • 360 Degree view of customer fully integrated to case and customer records • The most cost effective customer engagement channel circa 40p per session... • ~10% increase in AOV through cross sell... • 25%+ baskets closed when chat engaged with numero... Web Chat and Call Me Back branded online examples numero interactive user interface

  18. Integral Knowledgebase

  19. Single Agent Desktop

  20. Social Media and Customer Service

  21. Native Facebook self service

  22. Twitter

  23. Thank you Ian Daintith Account Manager ian.daintith@thisisnumero.com +44 7590 828540

  24. Summary - Testimonials “Quite simply put, numero are one of our 3 key strategic technology partners” “numero has consistently delivered on time, to budget and offered excellent post implementation support. In fact they have exceeded all our expectations” “numero can be trusted to deliver world class solutions” “As a leading BPO we have evaluated all the main multi-channel interaction solutions and numero is streets ahead both as a partner and technology” “A superb company to do business with” Greg SmithGroup CIO, Yodel (formally DHL UK) Pete ConnerGroup CIO, Argos (Home Retail Group) BirgerThorburnGroup CIO, Cable and Wireless Vic GysinGroup COO, Capita Jamie HughesHead of Customer Service, Tesco.com

  25. Case Studies

  26. Business challenge: Substantial growth in online business New web self service solution New back office systems – returns / claims New social media solution Improve loyalty card utilisation New contact centre system for 1st time resolution Our solution: A fully integrated multi-channel contact centre solution handling all front and back office work Single agent desktop which supports all sales and service enquiries Full integration with existing and legacy systems Delivering substantial efficiency savings and incremental revenues Matalan

  27. Tesco: One of the world’s largest retailers Employs over 492,000 people worldwide Operations in 14 countries Services via 5,380 stores and online Our Solution: Achieves Email to Call as singular business process Reduced email handling by 30% Proactive Call Handling with a target 4 hour response time Customer satisfaction improvement due to Call Contact rate Multi-brand solution Tesco

  28. Business challenge: Clients demanding new improved services Needed new web self service solution Identified the need to improve the consumer experience Difficult to support client SLA’s and consumer demands Our solution: A fully integrated multi-channel customer service solution across voice, email, web chat and dynamic FAQ Single view of the customer Handles all front and back office work Kitbag

  29. Next steps – Our approach Engage – Introduce numero, understand client’s operation, evaluate potential Study– Review business functions, identify opportunity, quantify benefits numero Act Playback– Present findings, proposed solution, projected benefits and ROI Approval – Acceptance of ROI and solution, budget secured and contract agreed Elaboration– Detailed design documentation and project planning Construction– Build of solution using Unified Process approach numero Pro Transition– UAT, Training, go-live support, on going support and maintenance

  30. Summary - Consequences of engaging The table below shows typical before and after comparisons for clients who engage with numero.

  31. Thank you Steve Almond New Business Development Manager Ian Daintith Account Director - Retail 25th July 2012

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