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Chain Reaction Cycles – numero introduction

Chain Reaction Cycles – numero introduction. Agenda. Introductions , statement of objective 5 mins numero overview in the context of CRC 5 mins Solution overview 5 mins Solution demonstration 25 mins Agent experience Reporting Service levels 5 mins

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Chain Reaction Cycles – numero introduction

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  1. Chain Reaction Cycles – numero introduction

  2. Agenda • Introductions , statement of objective 5 mins • numero overview in the context of CRC 5 mins • Solution overview 5 mins • Solution demonstration 25 mins • Agent experience • Reporting • Service levels 5 mins • CRM capabilities 5 mins • Questions 10 mins

  3. 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

  4. Company Overview

  5. About numero Overview Structure 52staff HQ in Manchester, UK • Successful private company • Substantial track record of innovation in multiple IT sectors • 30+ blue chip customers • Clients represent leaders in their field • Mature & significant Partner support >30 blue chip clients 10th year 80% of employees in software & services roles >£xx invested in R&D ► ◄

  6. Who we provide email management to: ◄ ►

  7. Solution Overview

  8. Solution overview InboundGateway Enrichment Workflow OutboundGateway Workflow A Letters Forms Email Phone Call-backs Voice SMS XML Chat etc… Workflow B Billing Self-Serve Web Suite Workflow X Fulfilment CRM Resource Manager Legacy Knowledge Base • Agent Availability • Agent Skills • Queue Size & SLAs Universal Queue Back-Office Systems Work Control Unified Agent Desktop Status Information Supervisor Console

  9. Demonstrations

  10. Demo Overview Phone Email Letters SMS Public Web Hosted Pages (Forms, Chat, FAQ) Web Services Events Back Office Application numero interactive

  11. Specific Functions • Multi language support • Russian / Japanese Supported, categorised and passed to appropriate agent • Follow ups reserved to agentFully supported • Work type prioritorisationFully supported

  12. Reporting

  13. Reporting – Work load management • Total view of work load in the queue • Total view of resource availability • Real time SLA monitoring and reporting ► ◄

  14. Reporting – Agent productivity • Integral queries, charts, reports and dashboards • Standard management pack, plus user-defined • Integral data marts – we store every action and provide an open schemer to develop custom reports • Simple data export • Agent productivity • AHT • 1st time resolutions • Time on work, time off work • Work handled per shirt/per hour • Number of cases reopened • Etc ► ◄

  15. How do we support you?

  16. Our components ◄ ►

  17. 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 ◄ ►

  18. numero pro at a glance Professional Services CustomerCare Education Services TechnicalSupport Integration Services Development Services A complete portfolio of services to exceed client expectations throughout the entire project lifecycle ◄ ►

  19. 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

  20. CRM Capabilities

  21. CRM is...... Customer relationship management (CRM) is a broadly recognized, widely-implemented 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 company-wide 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.

  22. What is a CRM?

  23. Consolidated Reporting

  24. Questions 4th October 2010

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