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n umero retail solutions

n umero retail solutions. Prepared for Mothercare plc. Ian Daintith Steve Almond 29 th March 2012. Proposed Agenda. Introductions Objectives for Today About Mothercare - strategy, challenges, opportunities? About numero Who, What, Why The numero interactive platform – overview

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n umero retail solutions

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  1. numero retail solutions Prepared for Mothercare plc Ian Daintith Steve Almond 29th March 2012

  2. Proposed Agenda • Introductions • Objectives for Today • About Mothercare - strategy, challenges, opportunities? • About numero • Who, What, Why • The numero interactive platform – overview • Email Management • Unified Desktop – Single Agent Desktop • Knowledge Base • Web Chat • Social Media • 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. Challenges : Demographics and Channel Fire and forget consumerist Silver surfer Old fashioned service lover Digital DIY dude No nonsense trouble shooter Grumpy old man

  5. Challenges : Some research data • .....Forrester and SeeWhy state 80% of baskets are abandoned before checkout and this figure is rising...yet 30% are due to reasons customer services can influence... • on average 82% of customer defections are due to issues relating to customer service • EConsultancy state that 48% UK consumers said the telephone is the most frustrating customer service channel - 8 times more frustrating than live webchat and 3 times more frustrating than email... • 57% of the inbound calls were from customers who had tried to resolve the issue online before calling. More than 30% were on the company’s website while talking to the service representative... Customer Contact Council • More than 44% of online consumers say that having questions answered by an agent while in the middle of an online purchase is one of the most important features a Web site can offer – Forrester Research • 15% of people aged between 16-24 prefer to interact with customer service on social media. This demographic is not just the future it’s the now – EConsultancy, 2012 • Companies lose 10 customers to every 1 that actually complains and it costs companies on average 20 times more to obtain a new customer than to keep an existing one.

  6. 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

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

  8. The successes

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

  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. 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

  15. Single Agent Desktop

  16. Integral Knowledgebase

  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. Twitter

  19. Facebook 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...

  20. Social Outreach • Currently under development for release Q2 2012 • numero will monitor keywords, mentions and comments across the entire web. • Our blog and forum strategy is to aggregate the aggregators: we provide data from some of the largest blog and forum aggregators. • We provide keyword, username, and firehose feeds (when available) from the following sources (to name a few)

  21. Case Studies

  22. Selfridges: World famous brand with 100 years of customer service excellence Recently named Best Department Store in the world Selfridges Group turn over approaching £2billion Services via store, telephone & online Our Solution: Manages Ecommerce alerts and exceptions related to orders, deliveries & payments Handles inbound and outbound telephony, email, document handling, fax and SMS Reduces email handling by 50% Reduces document handling by 25% Selfridges

  23. 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

  24. GAME: Europe’s leading specialist games retailer Over 1,300 stores worldwide 3 online brands; GAME, Gamestation and Gameplay Services via storeand online Our Solution: Increased productivity by 300% and improved quality of service for email channel In-store helpdesk solution to increase availability of store based staff Working at a strategic level to support GAME Group’s multi-channel development plans GAME

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

  26. Summary – Why engage with numero? An on-line retailer with a customer contact centre of circa 50 agents recently engaged with numero. The benefits were outstanding:

  27. 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

  28. 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

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

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