CASE STUDY INSHARED. We all benefit. Why a Virtual Assistant from CX Company is good for InShared and its customers
|
|
- Jonah Bishop
- 8 years ago
- Views:
Transcription
1 CASE STUDY INSHARED We all benefit Why a Virtual Assistant from CX Company is good for InShared and its customers
2 InShared Results An online general insurance company with a uniquely customer focused business proposition. Only 20% of InShared s premium income is used to fund its business operations, the remaining 80%, designated as our customers money, is used to pay claims. Any money left over is returned to customers who have made no claims in that year. Today, this unique proposition has made InShared the Netherlands premium online provider. Country Netherlands Challenge To support InShared s 100% online business proposition with an exceptional, differentiating customer experience, while keeping operating costs low and supporting new business growth. Solution Fleur, an online Virtual Assistant from CX Company that works across InShared s website and communications to deliver information, answer customer questions and support buying decisions. Handling around 10,000 customer enquiries per month 56% of all non-claims customer contact 20% reduction in billing queries by Answering around 60% of customers questions generated by mass communication s (premium announcements, etc) 95% answer accuracy Reducing cost of sale Contributing to An NPS score of +7 the highest in the Dutch insurance market Overall customer satisfaction scores of 77% highest in the industry The maintenance of InShared s cost ratio at below 20% of premium income A customer churn rate of 20% well below industry average Awards In addition to multiple awards for its insurance products, InShared has been recognised with: Financial Marketing Award 2010, from Dutch marketing journal, NIMA Innovation in Financial Services Award 2010, Accenture Service Innovation Award 2011, from the Netherlands, National Centre For Innovation, Excer Nominated for Customer Performance Award 2012, Customer Insights Centre of Rijksuniversiteit Groningen
3 CASE STUDY INSHARED 3 When InShared launched in 2009 it declared that its business practices would mark a return to the core principles of insurance; a communal pooling of resources to share risk and provide recompense for misfortune.
4 4 CX Company It committed to communicate clearly and to be scrupulously fair and transparent in its dealings with its community of customers. The response has been positive; InShared has enjoyed double digit growth year-on-year, culminating in a 40% increase its customer base in InShared also understood consumers growing preference for conducting their financial affairs online. From the start, it has used digital channels to provide customer service and to sell. This digital first approach appeals to customers and supports the highly efficient business model that allows InShared to return premium income to customers. InShared takes only 20% of premium income to run its business, using the remaining 80% to pay claims. Any money left over is returned to non-claiming customers at the end of the year. As Marco Ganzevles, InShared s Customer Satisfaction Manager, explains, this financial resolve drives a constant focus on efficiency. Our customers understand that, by operating a lean online business model, we are using
5 CASE STUDY INSHARED 5 their money responsibly and maximising their returns they have a vested interest in our efficiency! For some businesses efficiency translates into compromise when it comes to customer service. Not so for InShared. The company insists that efficient service resolving customer issues on first contact and proactively providing information even before a question is asked is both excellent service and good business sense. Differently and better For that reason, InShared introduced a Virtual Assistant from CX Company to its website in April We surveyed the market for online self-service solution providers and CX Company topped the list for technology and price, says Marco. More importantly though, they share our entrepreneurial culture and our appetite to do things differently and better. InShared understood that its ambition to allow customers to find answers to all of their questions online presented a practical challenge. It would mean having literally hundreds of website pages, which would be confusing and impractical for the customer, says Marco. CX Company helped us see that, with a Virtual Assistant, we could keep our website simple, but also make it resourceful. Today, InShared s Virtual Assistant, Fleur, has a knowledgebase of over 22,000 potential responses to customer enquiries. No website could be that flexible, Marco concludes. The positive response to Fleur from InShared s customers was both immediate and sustained, says Marco. In the first year Fleur handled around 6,700 enquiries a month. Today that figure stands at over 10,000 around 56% of all InShared s non-claims customer contact. This growth has come from relentless refinements made to the Fleur s library of responses. When we started we used insights from our customer service operation as a starting point for our work with CX Company to build Fleur s knowledgebase in advance of Go Live, says Marco. Since then, we have Fleur is able to answer our customers worked tirelessly in partnership with CX Company, to monitor Fleur s performance, refine her responses and extend the range of questions she can answer. Given that effort it should come as no surprise that customer satisfaction with Fleur s performance stands has risen steadily and she is now the highest performing Virtual Assistant in CX Company s portfolio. This is only one aspect of InShared s extremely high customer satisfaction performance. Overall Customer Satisfaction with InShared s performance, independently measured and benchmarked, is the highest in the Dutch insurance market at 77%. Similarly its NPS score of +7 is significantly higher than the insurance industry average, and its customer churn rate of 20% is well below the industry average. Managing demand The intelligent analysis that CX Company applies to customers use of Fleur has allowed InShared not just to respond appropriately to questions, but to negate the need for many questions to be asked. On each page of the website Fleur proactively displays responses to three FAQs which change depending on where the customer is on the site and what they are trying to do. This means that Fleur is able to answer our customers questions even before they are asked, says Marco. In a more recent development, Fleur has also appeared on informational s sent to clients. For example, in October 2012 Fleur, along with a series of relevant FAQ s started to appear on the monthly
6 6 CX Company billing invoices sent to customers. Billing queries received in the contact centre dropped 20% compared to the previous year. Later in 2012 InShared had to send a fairly complex to customers checking details of their no-claims history. We expected the to give rise to a large volume of enquiries so we applied Fleur in this case too, says Marco. We sent an initial test to 200 customers and received only 80 enquiries (40%), much lower than we forecast. After further refinements, the percentage fell to 30%. Overall Fleur answered more than 7,000 questions on this topic. There is no question in Marco s mind that Fleur has made a significant contribution to reducing s volumes and reducing its cost to serve. Think of it this way, he says. Around 10,000 customers use Fleur each month. If even one in four of those sent an instead, we would receive 2,500 extra s a month an increase of over 20%. InShared s commitment to run its business and draw its profit from only 20% of premium income makes these financial gains particularly valuable. The average operating cost ratio for an insurance business is far higher than ours, says Marco. We believe that, in time, and by refining our self-service performance, we can improve further still. Supporting sales In 2013 CX Company suggested that, as well as streamlining customer service, Fleur could support sales, adding value on both sides of the balance sheet. In June 2013 Fleur was introduced to the online applications process for scooter insurance, followed later in the year by car and home insurance. Early indications are positive. Around 10% of people address questions to Fleur or use her frequently asked questions during the sales process. Usage is highest at the crucial moment when they receive a quote eight percent of people who reach this stage then make use of Fleur. This indicates to me that Fleur is helping us to close deals more cost effectively. Looking to the future Marco and CX Company are already considering new developments for Fleur. Customer response to Fleur has been so positive that customers are keen to ask her personal questions about their policies and claims, says Marco. So, we are planning to integrate Fleur to our CRM system and database. She will have a 360 view of our customers and their business with us and be able to offer personalised responses based on that knowledge. Marco even anticipates that Fleur will be able to address questions regarding the highly sensitive claims process, such is his confidence in her ability. CX Company continues to stretch our imagination about the possible advances of online self-service, concludes Marco. Their ability to turn innovative technology into practical customer solutions lends powerful support to our business.
7 CASE STUDY INSHARED 7 High customer satisfaction % Overall 81% Clarity of information 79% Completeness of information 83% Clarity of website 76% Price 79% Completeness of website CX Company share our entrepreneurial culture and our appetite for doing things differently and better. Marco Ganzevles, Customer Satisfaction Manager, InShared
8 Find out how CX Company can maximise the benefits of online self-service for your business.
CASE STUDY NEDERLANDSE ENERGIE MAATSCHAPPIJ (NLE) Energy for growth. How online self-service is allowing NLE to dominate the competition
CASE STUDY NEDERLANDSE ENERGIE MAATSCHAPPIJ (NLE) Energy for growth How online self-service is allowing NLE to dominate the competition Nederlandse Energie Maatschappij (NLE) NLE was founded in 2005, challenging
More informationBriefing Paper. How to Compete on Customer Experience: Six Strategic Steps. www.syn gro.c om SynGro SynGro 2013 2013 Tel: +44 (0 ) 15 06 5 92 2 24
Briefing Paper How to Compete on Customer Experience: Six Strategic Steps How to Compete on Customer Experience: Six Strategic Steps Voice of the Customer as a term has come to reflect the growing understanding
More informationCreating the customer experience
Creating the customer experience INSIGHT. EXECUTION. ADVANTAGE. Customer experience outsourcing that transforms business performance 3 Your customer management future 5 The Webhelp difference 8 Services
More informationCASE STUDY ANGLIAN WATER. Whenever you need it. Anglian Water s customers get self-service on tap
CASE STUDY ANGLIAN WATER Whenever you need it Anglian Water s customers get self-service on tap Anglian Water Results The UK s largest water and water recycling company, across a territory that stretches
More informationAGENDA ITEM 5 AYRSHIRE SHARED SERVICE JOINT COMMITTEE 1 MAY 2015 AYRSHIRE ROADS ALLIANCE CUSTOMER SERVICE STRATEGY
AYRSHIRE SHARED SERVICE JOINT COMMITTEE 1 MAY 2015 AYRSHIRE ROADS ALLIANCE CUSTOMER SERVICE STRATEGY Report by the Head of Roads Ayrshire Roads Alliance PURPOSE OF REPORT 1. The purpose of this report
More informationa Host Analytics and Cervello primer
The Marriage of Business Intelligence and Corporate Performance Management a Host Analytics and Cervello primer Making faster and smarter business decisions by establishing a prepared mind for your organization
More informationwhat consumers want from online customer service
European research study: what consumers want from online customer service WHITE PAPER Artificial Solutions White Paper 81% of people would engage with a virtual assistant if it reduced online waiting time
More informationDIGITALLY ENABLED TRANSFORMATION PROGRAMS MUST ALIGN WITH BUSINESS OUTCOMES
CAN MORTGAGE LENDERS STAY COMPETITIVE WITH BETTER PROCESS AND TECHNOLOGY? A report from genpact.com/leandigital for MORTGAGE LENDING IS AT A CROSSROADS. CUSTOMER SATISFACTION DRIVES MARKET SHARE FOR MORTGAGE
More informationCMS Distribution CASE STUDY. Version: ed05 Copyright Gauri Ltd. All rights reserved. Unauthorised copying, duplication or reproduction is restricted.
CMS Distribution CASE STUDY Version: ed05. Unauthorised copying, duplication or reproduction is restricted. 1 / 7 About CMS Distribution CMS is the largest independent, value added distributor of IT data
More informationStudent Lifecycle Journey
Student Lifecycle Journey Richard Green richard.green@microsoft.com @rich_jg Higher Education Lead, Microsoft UK Universities must adapt to the new student journey Prospect Applicant Student Alumni Your
More information35 Examples How Sales Teams Benefit from Microsoft Dynamics CRM
35 Examples How Sales Teams Benefit from Microsoft Dynamics CRM Achieving Growth Targets 1. Managing Sales Goals Sales teams need to know how they re performing in comparison to their sales goals. Are
More informationOoma: from VoIP Start-up to Industry Leader. Partnering with TELUS International to enable growth and the best customer experience
Ooma: from VoIP Start-up to Industry Leader Partnering with TELUS International to enable growth and the best customer experience The client Ooma is a top-rated VoIP provider in the U.S., enjoying numerous
More informationIntegrated business solutions and services for the KBB industry
Integrated business solutions and services for the KBB industry 02 03 Smart Systems specialise in the development of the best business management solutions for retail and manufacturing companies involved
More informationIncreasing marketing campaign profitability with Predictive Analytics
Increasing marketing campaign profitability with Predictive Analytics Highlights: Achieve better campaign results without increasing staff or budget Enhance your CRM by creating personalized campaigns
More informationSage MAS 90 and 200. Extended Enterprise Suite S
Sage MAS 90 and 200 Extended Enterprise Suite S An End-to-End Approach to Business Software At Sage, we ve been supporting businesses like yours with world-class business software for well over a quarter
More informationThe advice challenge: Understanding what clients value
The advice challenge: Understanding what clients value Life s better with the right partner 2 The advice challenge: Understanding what clients value The advice challenge: Understanding what clients value
More informationIts all about the Customer Experience CX
Its all about the Customer Experience CX A Good IVR Delivers a Great CX Knows who you are Caters to your preferences Anticipates your needs Respects your time Serves you quickly! 2 People Don t Hate Automation
More informationInsurance customer retention and growth
IBM Software Group White Paper Insurance Insurance customer retention and growth Leveraging business analytics to retain existing customers and cross-sell and up-sell insurance policies 2 Insurance customer
More informationHow to Calculate Value For Your IT Services
SOFFRONT SOFTWARE INC. 3 WAYS TO SELL VALUE OF YOUR SERVICES Soffront Software Inc. Overview You don t get paid for the hour. You get paid for the value you bring to the hour. Jim Rohn Many of us in the
More informationFinance in All-Channel Retail. Improving the Customer Proposition through Effective Finance and Enterprise Performance Management
Improving the Customer Proposition through Effective Finance and Enterprise Performance Management In the digital world, customers expect an increasingly sophisticated shopping experience. Retailers that
More informationBUSINESS SCORECARDS. Annual Business Scorecard Survey - 2012
BUSINESS SCORECARDS Annual Business Scorecard Survey - 2012 January 2013 Table of Contents Table of Contents... 1 Executive Summary... 2 Introduction... 3 Demographics... 4 Question 1: How big is your
More informationCRM Know How In Practice. Transition and change management. Best Practice Guide 01
CRM Know How In Practice Transition and change management Best Practice Guide 01 02 Best Practice Guide CRM Know How In Practice Transition and change management In This Guide 02 Introduction: Why CRM?
More informationThe metrics that matter
WHITE PAPER The metrics that matter How actionable analytics can transform field service management performance. www. Introduction The top strategic action for two-thirds of service organisations is to
More information10 Rules for Customer Experience Excellence
10 Rules for Customer Experience Excellence Rule1: Have a Deep Understanding of Your Customer before You Design or Implement any Customer Experience Program. This may sound like an obvious rule but one
More informationHigher satisfaction at lower costs: Digitizing customer care. By: Francesco Banfi /// Boris Gbahoué /// Jeremy Schneider
10 Higher satisfaction at lower costs: Digitizing customer care By: Francesco Banfi /// Boris Gbahoué /// Jeremy Schneider RECALL No.22 Digital marketing Higher satisfaction at lower costs: Digitizing
More informationTHE DO S AND DON TS OF WEB CHAT. with Johan Jacobs
THE DO S AND DON TS OF WEB CHAT with Johan Jacobs TABLE OF CONTENTS Introduction. 3 Best Practice #1: Commit or Skip..4 Best Practice #2: Run Multiple Sessions from Day One 6 Best Practice #3: Never Make
More informationCommercial Energy Management 11 Questions to ask your Energy Broker
Commercial Energy Management 11 Questions to ask your Energy Broker Benchmark your Broker Introduction Do you use or are you looking to use a Business Energy Broker? It s important to find the right partner
More informationNumber of consumer customers (Million) Market share (% consumer subscribers)
Customers Who are our customers? We are delighted to be able to report that we have grown to 23.4 million customers in total this year, which represents an increase of 8.3% from the previous year. Our
More informationJanuary 2016. Brand and Campaigns Executive: Information for Candidates
January 2016 Brand and Campaigns Executive: Information for Candidates Thank you for expressing interest in the role of Brand and Campaigns Executive. We have compiled this information pack to tell you
More informationFive steps to improving the customer service experience
Five steps to improving the customer service experience Metrics, tips, and tools for utilizing customer feedback An Ovum White Paper Sponsored by Publication Date: January 2012 INTRODUCTION As the use
More informationWill A Fund Protect Save You Big Bucks?
FUND PROTECT INNOVATION IN THE PROTECTION OF FUND DIRECTORS PERSONAL LIABILITY FUND PROTECT INNOVATION IN THE PROTECTION OF FUND DIRECTORS PERSONAL LIABILITY Fund Protect Key Benefits Premium Market appraisal
More informationData management for improved customer experience and higher returns
Data management for improved customer experience and higher returns An Experian Whitepaper Data management for improved customer experience and higher returns - 1 Table of contents 1. Executive summary
More informationSecond CRM CRM Solution for Small Companies
Second CRM CRM Solution for Small Companies Technologize Your Business TM Introductory Presentation June 2010 Agenda Second CRM On Demand CRM Solution Introduction Second CRM Features Pricing, Implementation
More informationResearch report. Understanding small businesses experience of the tax system
Research report Understanding small businesses experience of the tax system February 2012 This research was commissioned by the HM Revenue & Customs (HMRC) Behavioural Evidence and Insight Team and Business
More informationBest Practices in Revenue Cycle Services
Best Practices in Revenue Cycle Services Client Case Study Presented by: Energy. Knowledge. Results. Overview In the drive to increase customer satisfaction and retention, while reducing operating costs,
More informationnumero social CRM solution delivers world-class results for Cable & Wireless
numero social CRM solution delivers world-class results for Cable & Wireless Extract numero designs, implements and hosts groundbreaking social CRM solution for the Caribbean s leading communications company.
More informationWork Smarter, Not Harder
Work Smarter, Not Harder Contact Center Performance Optimization for Collections and Telemarketing Contact Centers Executive Summary All contact centers face a common and continual challenge how to best
More informationMitel Professional Services Catalog for Contact Center JULY 2015 SWEDEN, DENMARK, FINLAND AND BALTICS RELEASE 1.0
Mitel Professional Services Catalog for Contact Center JULY 2015 SWEDEN, DENMARK, FINLAND AND BALTICS RELEASE 1.0 Contents MITEL PROFESSIONAL SERVICES DELIVERY METHODOLOGY... 2 CUSTOMER NEEDS... 2 ENGAGING
More informationThe (social) world of work
CASE STUDY RANDSTAD The (social) world of work Outsourcing is accelerating social media success for the Netherlands biggest international recruitment agency 2 CX Company Randstad Solution Randstad is a
More informationMeasuring Customer Experience
STRATEGIC ACCELERATION SERVICES Measuring Customer Experience By Donnovan D. Simon This document examines the process of gathering metrics to support customer experience investment. The categorization,
More informationPredictive Analytics in an hour: a no-nonsense quick guide
Predictive Analytics in an hour: a no-nonsense quick guide Jarlath Quinn Analytics Consultant Rachel Clinton Business Development www.sv-europe.com FAQ s Is this session being recorded? No Can I get a
More information2006 www.insight.com/uk
How to choose a CRM System How to choose a CRM System This guide is designed to help you build a business case for a CRM system, form an effective project team, ask the right questions, identify the challenges
More informationConsulting Services. Contact Center Consulting
Consulting Services Contact Center Consulting Ramping Up Citadel s Contact Center to Meet Member Demand Overview Client Profile Citadel Federal Credit Union has served its members in the broader Philadelphia
More informationCustomer Relationship Management
IBM Global Business Services CRM Customer Relationship Management Solutions from IBM Global Business Services Do you really know your customers? How do they like to interact with you? How do they use your
More informationTransform Customer Experience through Contact Center Modernization
Cognizant Healthcare Solution Overview Transform Customer Experience through Contact Center Modernization Improve customer experience and reduce costs with next-generation contact center services Health
More informationProgram 7 Customer Focus. Council will be a customer focused organisation that is "Dedicated to Customers: Everyone. Everywhere.
Customer Focus Program Goal Council will be a customer focused organisation that is "Dedicated to Customers: Everyone. Everywhere. Every time" Program Description As an enabling program, Customer Focus
More informationOrganise Your Business
Organise Your Business Second CRM On Demand Customer Relationships A Functional Introduction Presentation January, 2013 Organise Your Business Second CRM On Demand Customer Relationships Designed for Small
More informationT O O L K I T. 5 Steps to Build a Hosting Business. Hosting Business Tool Kit
5 Steps to Build a Hosting Business HOSTING BUSINESS T O O L K I T Strategies and Tactics to PLAN, GROW and PROFIT as a Hosting Service Provider Internet Names for Business Inc. All rights reserved. Page
More informationThe State of Unassisted Support 2014
The State of Unassisted Support 2014 By John Ragsdale, Vice President, Technology and Social Research, TSIA TECHNOLOGY INSIGHT FIELD SERVICES MANAGED SERVICES SUPPORT SERVICES TSIA-TI-14-024 June 26, 2014
More informationEnhanced xsp Buying Program Channel Briefing
Enhanced xsp Buying Program Channel Briefing Press Release Symantec Announces Enhanced Subscription-based Licensing Programme for EMEA Partners Pioneering offering provides Symantec partners with new opportunities
More information360 Digital Marketing. Ever-evolving marketing variety. Trusted personalised service.
360 Digital Marketing Ever-evolving marketing variety. Trusted personalised service. 360 Digital Marketing INTRODUCTION 360 Digital Marketing Save time. Eliminate advertising. Reach your goals. Bring your
More informationPredictive Analytics in an hour: a no-nonsense quick guide
Predictive Analytics in an hour: a no-nonsense quick guide Jarlath Quinn Analytics Consultant Rachel Clinton Business Development www.sv-europe.com FAQ s Is this session being recorded? Yes Can I get a
More informationOPTIMIZE SALES, SERVICE AND SATISFACTION WITH ORACLE DEALER MANAGEMENT
OPTIMIZE SALES, SERVICE AND SATISFACTION WITH ORACLE DEALER MANAGEMENT KEY FEATURES Manage leads, configure vehicles, prepare quotes, submit invoice and process orders Capture customer, vehicle and service
More informationIt s now 9:00 am. Yes, you are a consumer relations professional and this is a typical day.
You have just thanked Mrs. Smith for her call and hung up the phone. Before that, you helped a dozen other consumers and agents by listening to their situations, resolving problems, finding answers and
More information7 Best Practices for Speech Analytics. Autonomy White Paper
7 Best Practices for Speech Analytics Autonomy White Paper Index Executive Summary 1 Best Practice #1: Prioritize Efforts 1 Best Practice #2: Think Contextually to Get to the Root Cause 1 Best Practice
More informationIBM Global Business Services Microsoft Dynamics CRM solutions from IBM
IBM Global Business Services Microsoft Dynamics CRM solutions from IBM Power your productivity 2 Microsoft Dynamics CRM solutions from IBM Highlights Win more deals by spending more time on selling and
More informationManaging all your customer interactions Ambit CustomerConnect
RETAIL BANKING Customer Management Human. PRODUCT SHEET Managing all your customer interactions Ambit CustomerConnect SunGard s Ambit CustomerConnect provides banks with an integrated, centralized solution
More informationCloud CRM. Scalable solutions for enterprise deployment
Cloud CRM Scalable solutions for enterprise deployment Simplicity in a complex world Finding, attracting, winning and retaining customers is the lifeblood of every business. But building a scalable, integrated
More informationMeasure the Value of Customer Experience Improvements
WHITE PAPER Measure the Value of Customer Experience Improvements Customer Experience Value Analysis connects customer initiatives to tangible financial impact. A TeleTech Company Table of Contents Key
More information6 numero 2011. Six ways to improve the customer s experience. White paper. Findings of independent research commissioned by numero. do the right thing
do the right thing White paper Findings of independent research commissioned by numero Six ways to improve the customer s experience 6 numero 2011 From the numero white paper series on achieving world-class
More informationORACLE SELF INSURANCE
ORACLE SELF INSURANCE KEY FEATURES: Online Quotes Personal Offers Order Policies View, Print & Download Invoices & Statements View & Print Policy Documents Download Policy Terms & Conditions View & Print
More informationDecisioning for Telecom Customer Intimacy. Experian Telecom Analytics
Decisioning for Telecom Customer Intimacy Experian Telecom Analytics Turning disruption into opportunity The traditional telecom business model is being disrupted by a variety of pressures. From heightened
More informationSage CRM. Communicate, Collaborate, Compete with Sage CRM
Sage CRM Communicate, Collaborate, Compete with Sage CRM FEATURES AT-A-GLANCE FOR ALL USERS Easy to use with fresh look and feel Fully customisable interactive dashboard End-user personalisation of interface
More informationMeet & Exceed Rising Customer Expectations
Infor Customer Relationship Management Meet & Exceed Rising Customer Expectations Manufacturing businesses today need a customer-centric business strategy to survive and thrive. They must increase customer
More informationCustomer Relationship Management
P R I S M Invoice Campaign Delivery Sales Order CRM Lead Opportunity Purchase Order Quote Customer Relationship Management PRISM SalesPRO - CRM. DONE SIMPLY. Reports & Dashboards E-mail Campaigns CRM Automatic
More informationCustomer effectiveness
www.pwc.com/sap Customer effectiveness PwC SAP Consulting Services Advance your ability to win, keep and deepen relationships with your customers. Are your customers satisfied? How do you know? Five leading
More informationPage 2. Business Success Business OS: The Cloud Operating System for Small Business SMBs know there is a better way to run their Businesses.
Page 2 Business Success Business OS: The Cloud Operating System for Small Business SMBs know there is a better way to run their Businesses. The cloud can help. But how? SMBs without IT departments and
More information2015 Star Ratings. Life Assurance. Discussion paper
2015 Star Ratings Life Assurance Discussion paper Defaqto Limited 2014. All rights reserved. No parts of this publication may be reproduced in any form by any means, whether electronic, mechanical, optical
More informationDecisioning for Telecom Customer Intimacy. Experian Telecom Analytics
Decisioning for Telecom Customer Intimacy Experian Telecom Analytics Turning disruption into opportunity The traditional telecom business model is being disrupted by a variety of pressures from heightened
More informationCustomer Engagement. The Rules Are Changing, But Customers Are Still In Charge
Customer Engagement The Rules Are Changing, But Customers Are Still In Charge WHITE PAPER Marketing Alternatives, Inc. 2550 Northwest Parkway Elgin, IL 60124 www.mktalt.com INTRODUCTION Goodbye customer
More informationCRM. Booklet. How to Choose a CRM System
CRM Booklet How to Choose a CRM System How to Choose a CRM System When it comes to Customer Relationship Management (CRM) it s important to understand all the benefits of an integrated system before beginning
More informationCUSTOMER INSIGHT. Industry case study from Huntswood
CUSTOMER INSIGHT Industry case study from Huntswood 1. Customer insight Contents Customer insight...3 Major international high st. bank...4 International credit card company...5 International general insurance
More informationLead Generation Gets Smarter
Lead Generation Gets Smarter Lead Generation bulks up to meet much higher expectations Business Brief 01 / 08 EXECUTIVE SUMMARY Taken for granted these many years, the email marketer s stock in trade,
More informationThe Customer Experience:
The Customer Experience: The Holy Grail of Competitive Advantage. 1 A great customer experience has emerged as the holy grail of competitive advantage. Providing a great customer experience has emerged
More informationJanuary 2016. Communications Manager: Information for Candidates
January 2016 Communications Manager: Information for Candidates Thank you for expressing interest in the role of Communications Manager. We have compiled this information pack to tell you more about The
More informationCustomer Relationship Management for Chemicals. Using segmentation as a catalyst to become customer smart
Customer Relationship Management for Chemicals Using segmentation as a catalyst to become customer smart Building leaner, more cost-effective businesses has become standard industry practice for chemical
More informationREPORT BY THE COMPTROLLER AND AUDITOR GENERAL HC 795 SESSION 2012-13 18 DECEMBER 2012. HM Revenue & Customs. Customer service performance
REPORT BY THE COMPTROLLER AND AUDITOR GENERAL HC 795 SESSION 2012-13 18 DECEMBER 2012 HM Revenue & Customs Customer service performance 4 Key facts Customer service performance Key facts 900m spent on
More informationPURL CAMPAIGN ANALYSIS CASE STUDY: ST. HELENS R.F.C. (SUPER LEAGUE CHAMPIONS 2014/15)
PURL CAMPAIGN ANALYSIS CASE STUDY: ST. HELENS R.F.C. (SUPER LEAGUE CHAMPIONS 2014/15) CAMPAIGN OVERVIEW CLUB BACKGROUND St.Helens R.F.C. is one of the founding members of the Rugby Football League and
More informationHow CRM Solves These 5 Business Challenges
How CRM Solves These 5 Business Challenges Here are 5 examples to demonstrate why organisations implement Customer Relationship Management strategies, and how professionally implemented CRM systems resolve
More informationWELCOME TO POWERPLACE
WELCOME TO POWERPLACE Trade with your commercial insurers, your way www.powerplace.co.uk 1 ABOUT POWERPLACE THREE WAYS TO TRADE In today s commercial lines insurance market, we recognise that all clients
More informationUniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1
Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Table of Contents Introduction... 3 Problem... 3 Solution... 5 Speech Analytics... 5 Effectiveness of speech analytics...
More informationbss But in addressing their BSS environments as a whole operators clearly have a good deal more thinking to do.
bss Questions in this section were put to operators exclusively as we sought to establish which elements of the BSS environment are being addressed with the most urgency. Cloud already enjoys significant
More informationAppendix 10: Improving the customer experience
Appendix 10: Improving the customer experience Scottish Water is committed to delivering leading customer service to all of our customers. This means we deliver the following activities: We will ensure
More informationREVEALED: THE BLUEPRINT FOR BUSINESS SUCCESS Find out if you are achieving your full growth potential
REVEALED: THE BLUEPRINT FOR BUSINESS SUCCESS Find out if you are achieving your full growth potential Overview Running your own business can be tough. There s a huge amount of advice out there but you
More informationCRM and KM integration: its time has come
WHITE PAPER CRM and KM integration: its time has come An integrated look at the functions of CRM and Knowledge Management today s business environment INTRODUCTION Until very recently, customer relationship
More informationThe Case for Commercial Data The Time to Act is Now
Today, we have access to a vast amount of customer data that can be used to power sales and marketing efforts. That may not be the case tomorrow. behind. Currently, regulations for customer data are looser
More informationHow To Improve Customer Service At Mothercare
Mothercare Case Study We don t need to train our agents to know that, only where to find that...i don t think it s anything we can imagine taking away from the business Sharon Millard Customer Contact
More informationPatient Relationship Management
Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information
More informationENTREPRENEURS TOOLKIT
Blueprint for success for entrepreneurial businesses ENTREPRENEURS TOOLKIT SOFTOOLS ENTREPRENEURS TOOLKIT PROVIDES A SUITE OF 8 INTEGRATED APPLICATIONS THAT WILL DRAMATICALLY ACCELERATE THE GROWTH OF ENTREPRENEURIAL
More informationHow to Choose a CRM System
When it comes to Customer Relationship Management (CRM) it s important to understand all the benefits of an integrated system before beginning your selection process. That s why we created this guide to
More informationThe Business Credit Index
The Business Credit Index April 8 Published by the Credit Management Research Centre, Leeds University Business School April 8 1 April 8 THE BUSINESS CREDIT INDEX During the last ten years the Credit Management
More information5 Steps to Optimizing Customer Value in Insurance
5 Steps to Optimizing Customer Value in Insurance LEVERAGING PREDICTIVE ANALYTICS TO ENGAGE YOUR CUSTOMER Tom King Senior Director, Industry Principal Insurance PEGASYSTEMS Despite the lure of customer
More informationAn Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking
An Oracle White Paper October 2010 Siebel Financial Services Customer Relationship Management for Banking Executive Overview Banks are in constant interaction with customers. A winning and proven strategy
More informationCustomer Centricity in the Life and Pensions Industry
WHITE PAPER Customer Centricity in the Life and Pensions Industry Moving towards a more customer focused approach Delivering Transformation. Together. CONTENTS Executive summary 03 Introduction 04 What
More informationSales Process White Paper
The objective of this white paper is to explain the value of implementing and managing consistent sales processes. The data included in the white paper has been taken from a variety of sources including
More informationHow to Reduce Churn in a Telco Industry
March 2014, HAPPIEST MINDS TECHNOLOGIES How to Reduce Churn in a Telco Industry Author Suresh Kanniappan 1 Copyright Information This document is an exclusive property of Happiest Minds Technologies Pvt.
More informationImprove customer experience with your call center
Improve customer experience with your call center 1 Table of Contents Welcome to the Age of the Unloyal Customer Superior Service Is More Difficult Than It Looks Segmented customer touchpoints Who is responsible
More information6 Steps to Creating a Successful Marketing Database
6 Steps to Creating a Successful Marketing Database Why Invest in a Marketing Database? An organisation that has an ineffective marketing database, multiple databases that cannot communicate with one another,
More informationChat Customer Service: Eight Steps to Success
Chat Customer Service: Eight Steps to Success Chat software offers unmatched potential for improving customer service and increasing revenue. Financial services, retail, telecom, and travel companies were
More informationSustainability policy for Commercial Real Estate
Sustainability policy for Commercial Real Estate Why does ABN AMRO have a sustainability policy for Commercial Real Estate? As a provider of financial services, ABN AMRO is strongly committed to being
More information