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6/10/2006

Asaleeb CRM Case Management Dr . Khaled AlBulaihed General Manager IT SAGIA 2006. 6/10/2006. Asaleeb Mission: Develop a T otal I nvestor E xperience (TIE) using an O perationally E fficient W ork E ngine. One Stop Shop. Government Agencies. GR. GR.

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6/10/2006

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  1. Asaleeb CRM Case Management Dr. Khaled AlBulaihed General Manager IT SAGIA 2006 6/10/2006

  2. Asaleeb Mission: • Develop a Total Investor Experience (TIE) • using • an Operationally Efficient Work Engine

  3. One Stop Shop Government Agencies GR GR CRM Agent GR CRM Agent Investor PRO Process Follow-up Agent GR GR GR

  4. “If you only put Web Pages in front of poor business processes then you demonstrate to the whole world how poor your processes really are. First you have to manage an internal business integration before you start to develop cooperative external processes.” Process First Michael Hammer

  5. Why Service? ServiceIs The WHOLE Product

  6. SAGIA Management CRM benefits Marketing Service Increase Service Productivity Decrease Service Response Times Prospecting Decrease Cal Waiting Times Decrease Request Solution Time

  7. Service Quality Quality = Perception- Expectations Focus on the total investor >>> EXPERIENCE…

  8. Investor Before: One Confused and Frustrated investor, Many Silo Agencies

  9. Expected improvements in quality 67 % 53 % % 40 37% 18 % Savings Improved deployment of resources More friendly & responsive Less bureau-cracy Image Positioning of Agencies Savings

  10. call center eMail BusinessOpportunities One Stop Center Partnership Wep Brochure Ease of Doing Business Efficient Use Of My Time Value Integrity Ease of Interactions Reliable Fulfillment Delivery, and Support Trust Ease of Decision Making Customer Relationship SAGIA Brand Identity

  11. Competing in time CIT Competing In Time (CIT) • Punctuality • Duration • Availability • Speed of Response • Speed of Innovation 99% as promised Days Convenient 24hrs CRM

  12. Why Service? Service Product Structure Generic Expected Augmented‘motivational factor’ Potential‘competitive edge’

  13. Investor CRM Agent Finance Call Center Agent Inquiry Process Billing CASERequest Receipt CRM End-to-End Processes

  14. Differentiation Curves Differentiation: Value Curves Asaleeb Now • Punctuality • Duration • Availability • Agent knowledge • Convenience • Response Average High

  15. Government Document Statistics: * Based on realistic figures as per SAGIA processes.

  16. Typical Content of Electronic Records Fax and E-Mail ScannedDocuments Business Objects like … Document InfoRecords Material Customer Invoice Personnel Master Data DigitalCase Notes Transactions Reports Office Documents other Recordsor Files Web Content InteractiveForms Process Information

  17. Westminster City Council Dear Mr Smith I am writing to enquire about the “T-shaped” Investor Service Model Investor Contact Channels Reduce cost Face-to-Face Call Centre Fax White Mail Kiosk Digital TV Email + Web Integrated Contact Centrer Customer Contact Centre providing integrated access Licensing/ Support Support Prospecting Support Support CommonTransact- Government Services Services Transactions Services Services FOCUS Payment Quality SERVIC

  18. Investor After: SAGIA supported by Multiple Agencies Different Government Agencies Asaleeb

  19. Case Management Licensing Investor Request Government Service 2 3 Billing 7 Interactive Center 1 Call Case Scan & Indexing 6 Portal 4 5 Close Case Case Review APPROVAL

  20. How do Cases and Electronic Records Work Investor Documents Records Government Case Requests... Scanning & Indexing Labor Request Visa Request Renew Commercial Registeration Licensing Electronic Case Record Put together into Cases

  21. Contact Center Phone, Email, Fax, SMS Investor One Step Shop CRM Agent Helpdesk Scan Agent Government Agent Government Agency

  22. Web based Portal

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