Sitel Premium Technical Support as a Strategic Imperative.

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Sitel Premium Technical Support as a Strategic Imperative."

Transcription

1 White Paper. Sitel Premium Technical Support. Sitel Premium Technical Support as a Strategic Imperative. Monetizing the customer experience yields tangible return on investment. By: Chandra Venkatesan Senior Vice President, Sitel Global Premium Technical Support p.00

2 White Paper. Sitel Premium Technical Support. p.02 White Paper Content: How a new wave of Technical Support solutions are changing the contact center industry. 01. What is Premium Technical Support? 02. How clients are benefiting from premium technical support services to: 03. Enhance the customer experience Create new revenue streams from out of scope contacts Improve margins on low-profit products Who should read this White Paper: Business leaders looking to reduce cost and create profit centers Marketing leaders designing new product revenue streams Operational VPs looking for efficiency improvements in technical support operations Any leader challenged with out of scope support contacts

3 White Paper. Sitel Premium Technical Support. p.03 Product features change and improve so rapidly that the real opportunity a brand has to build loyalty is the relationship they are able to forge with customers. How well they get to know individual customers and how they manifest this understanding defines the level of customer intimacy and, ultimately, loyalty they will be able to achieve.

4 White Paper. Sitel Premium Technical Support. p.04 Introduction The Environment Creating the New Need There is a battle for big business to own the home. Meaning, there is an aggressive movement by virtually all large players in communications, home services, consumer electronics, appliances and PC manufacturing to grow revenue by expanding the number of products and services provided. 86% of customers would pay more for a product that provides them better services These products and services are increasingly interconnected and complex to install, maintain and troubleshoot when something goes wrong. This complex environment creates challenges, yet, if managed correctly, also creates associated opportunities.

5 White Paper. Sitel Premium Technical Support. p.05 Misdirected customers, more commonly referred to as Out-of-Scope customers, have a real need that can be met or redirected. The traditional response has been to point the finger at someone else and redirect the customer to an alternate provider s support line. Obviously, resulting in additional frustration to the already-troubled customer. In today s world, these Out of Scope customers have been put back In Scope with a multichannel platform that enables any caller s issue to be addressed and resolved for a fee, and additional ancillary services or products to be sold. In addition to monetizing the out of scope contact at the point of need, Premium Technical Support (PTS) is fortifying the customer relationship. A successfully resolved issue is always rated more positively than an unsolved issue. Even when a fee is applied, the customer views the PTS experience as favorable because their issues have been resolved and their lives made less complex by giving them a single point of contact to resolve all the issues inside the modern networked home. In summary, a well-positioned and effective PTS can be a market differentiator in the ongoing race to grow revenue with satisfied customers with benefits like: Enhanced customer experience resulting in increased customer loyalty and retention New revenue realized from premium service and ancillary sale of products, peripherals and consumables Improved margins on low-profit products

6 White Paper. Sitel Premium Technical Support. p.06 Quality technical support is just as important as the quality of the product itself for technology consumers and small businesses. With the increasing dependence on technology, swift guidance to address issues and technical incidents is critical in enhancing customer experience and maintaining loyalty.

7 White Paper. Sitel Premium Technical Support. p.07 Standing Out in the Crowd Product features change and improve so rapidly that the real opportunity a brand has to build loyalty is the relationship they are able to forge with customers. How well they get to know individual customers and how they manifest this understanding defines the level of customer intimacy and, ultimately, loyalty they will be able to achieve. Customer support is the moment of truth to demonstrate this knowledge and commitment to caring. By resolving customers issues, customers can be turned into loyal customers and loyal customers can be turned into raving fans and promoters. The quality of customer interaction is becoming one of the top reasons for recommending a company 1. Technical Support has evolved from a reactive activity viewed largely as a cost center-based tactical necessity, to a proactive management function that can set a company apart from the competition. According to a recent report published by Sitel, more than 86% of customers say they will simply stop using a brand after one bad experience, and 82% of customers will communicate their bad service experience with others. 2 Quality technical support is just as important as the quality of the product itself for technology consumers and small businesses. With the increasing dependence on technology, swift guidance to address issues and technical incidents is critical in enhancing customer experience and maintaining loyalty. In today s marketplace, the frustration caused by lengthy hold times and unresolved problems can quickly result in a poor reputation, customer erosion and, consequently, lost revenue. Yet a positive experience can produce repeat buyers with multiple networked devices and services. 1 Source: Harris Interactive, Customer Experience Impact Report Source: Harris Interactive, Customer Experience Impact Report 2009

8 White Paper. Sitel Premium Technical Support. p.08 According to a recent survey of IT managers conducted by IDG Research, 47% view technical support and service desk operations as a strategic enabler to achieving broader business goals. Further, an overwhelming majority of respondents say that, among other things, when it comes to the true benefits of servicing the customer, it is all connected: Improved service = increased loyalty = raised lifetime value = improved acquisition.

9 White Paper. Sitel Premium Technical Support. p.09 The Revenue Imperative Experts agree that will be a critical timeframe for contact centers from a revenue generation perspective. Companies like Sitel are seeing many businesses transforming core support processes to optimize them for creating revenue. Nearly half of all customer service interactions result in the positioning of another value added offering. Each positive contact resolution is being linked to additional services, warranties, refills, peripherals and enhancements. Of the businessto-consumer (B2C) organizations surveyed, 69% consider contact centers to be critical to revenue generation. 1 According to a recent survey of IT managers conducted by IDG Research, 47% view technical support and service desk operations as a strategic enabler to achieving broader business goals. Further, an overwhelming majority of respondents say that, among other things, when it comes to the true benefits of servicing the customer it is all connected: improved service = increased loyalty = raised lifetime value = improved acquisition. Furthermore, 57% actively track and correlate the success of their service and support operations to the achievement of broader business goals. One tangible example was the recent experience of a Sitel client that decided to implement what the company calls Premium Technical Support. This diversified electronics manufacturer, which provides a wide range of products and services worldwide, was struggling to control the costs of operations while increasing customer satisfaction. Instead of the traditional cost cutting approach, the company decided to invest in a new platform to improve service proficiency and monetize out-ofscope contacts. The result? The Premium Technical Support platform reports monthly revenue of $250K. The company was able to create a solid revenue stream in less than three months after launch with upsell conversion rates above 15% and improved customer satisfaction of 45% in the period. Consumers have amazing options at their fingertips: information, services and the ability to shop from anywhere via any number of personal technology devices. According to Forrester Research, more than 40% of Western Europeans purchase goods online, with Germany, Switzerland and France all reporting more than 50% of consumers doing so. In the US, 67% of consumers currently shop online, using four or five web outlets. 2 1 Source: Loudhouse Research Survey: Call Centers Are Expected to Create Revenue,- December 22, Customers take control, December 2011,

10 White Paper. Sitel Premium Technical Support. p.10 Sitel Premium Technical Support results USD $125K sold in average by month % Conversion Rate (Call/Upsell) +25% Companies like Sitel, one of the pioneers in this arena, report that a Premium Technical Support solution can help avoid customer frustration due to unexpected, prolonged downtime with postwarranty coverage that continually supports their customers, provides critical business information and generates revenue. M1 M2 M3 Executives across the enterprise are recognizing that every customer touch point must first retain a customer and then turn positive experiences into improvements to the bottom line. In recent research 1, it was noted that companies need to become far more innovative, rebooting their strategy to emphasize quality and customer experience, not pricing. In a fast-moving and ultra-competitive marketplace, the customer service agents who are truly listening and engaging are the part of the business creating meaningful value at moments of truth that matter. As we ve seen before, an innovative technical support approach can deliver scalable services that enhance the customer experience while increasing business profitability as a whole. The company points four imperative elements on the revenue generation aspect: Convert a cost center to a profit center Turn non-revenue generating calls into revenue streams Save on spend in the customer care operation Provide an opportunity to pay for results, not effort USD $125K sold in average by month 1 Customers take control, December 2011,

11 White Paper. Sitel Premium Technical Support. p.11 These imperatives may sound familiar, as experts from different regions and industries are pointing that a primary challenge for companies in the following years is determining how to provide services at competitive prices while at the same time ensuring decent profit margins. This was the case of a leading global electronics manufacture, Sitel s PTS client since The initial objectives and challenges of this company were: Success case analysis Sitel client key objectives: Operational Costs Revenue Service Proficiency Reduce operation costs while increasing customer satisfaction Increase revenue by identifying monetization opportunities in current call queues Improve service proficiency

12 White Paper. Sitel Premium Technical Support. p.12 In less than three months after the new PTS solution implementation, this Sitel client has achieved the following performance results: Exceeded USD $4K revenue per agent target Premium Technical Support as a Strategic Imperative Page 8 Conversion rate 25% + (Call/Upsell) Creation of a solid revenue stream in less than a quarter 82% overall NPS (96% for PTS customers) Net Profit added to client s bottom line The Evolution of Remote PC Support Despite the torrid growth of everything mobile, the technical support and service desk industry is apparently not well prepared to deal with this new customer. Only 24% of respondents to the IDG survey have a remote support solution enabling them to connect to a customer s mobile device. Conversely, more than 60% say that such a solution would positively impact their customer service and satisfaction metrics. That disconnect clearly points that customers are not getting the support they expect. says Dinesh Pai, Senior Vice President, Sitel Global PTS. According to Sitel Premium Technical Support experts, to provide a far more satisfactory customer experience, contact options should include phone, , chat, social media or access to self-service tools, developing a holistic and innovative plan to realign how customers contact technical support and take full advantage of self-service features. Also, tailored technical support solutions let technicians remotely support a user s Android, BlackBerry, ios, Windows Mobile or traditional device, quickly resolving issues. Taking it a step further, some leading manufacturers are bundling remote control software on their devices, enabling support staffs to remotely configure, diagnose and troubleshoot problems wherever the customer has a data connection. This technology also lets technicians collaborate on a remote session to solve more complex problems. Collectively, these tools help solve problems in a way that leaves the customer with a very positive brand experience. 96% overall NPS for PTS customers

13 White Paper. Sitel Premium Technical Support. p.13 More than half of the organizations in a recent IDG survey cited high customer satisfaction as the most critical goal for their service operations. The next technical support generation, or Premium Technical Support as it has been called, is an important component of how we deliver meaningful support in the customers chosen channel of interaction - customers are communicating with vendors in different ways depending on who they are, where they are and what device they are using.

14 White Paper. Sitel Premium Technical Support. p.14 Conclusion: PTS is a Strategic Imperative Detailed activity monitoring, multi-channeled & remote interactions, careful rules of engagement, active analytic tools, and comprehensive reporting are some of the next generation technical support features that guarantee significant improvements in customer satisfaction, cost efficiencies and also, conversion rates creating new revenue streams. More than half of the organizations in a recent IDG survey cited high customer satisfaction as the most critical goal for their service operations. The next technical support generation, or Premium Technical Support as it has been called, is an important component of how we deliver meaningful support in the customers chosen channel of interaction - customers are communicating with vendors in different ways depending on who they are, where they are and what device they are using. The multichannel aspect of the new technical support service may make some organizations feel a loss of control, especially in social media, but the new technical support solutions are empowering the ability for a public social interaction to be escalated to a secure private communication with the same agent, without navigating an IVR or exiting the text channel of interaction. Leading the industry change, top tier companies like Sitel are transforming its clients technical support services by applying three key elements: Leveraging automation to improve the efficiency of the technical support process: Customers can take full advantage of remote and selfservice features for basic technical support to optimize speed to resolution. Sitel s automated desktop tools can triage issues and resolve technical issues faster than a Specialist working without the Sitel Premium Technical Support platform. Focusing on new revenue generation: Sitel Premium Technical Support solutions was built based on a revenue-sharing approach across the consumer and SMB space, saving on spend in the technical support operation and creating a new revenue stream for its clients. Examples of Sitel PTS offer supporting customers needs are: Subscription Plans: Live Tech Support plans (Monthly, Annual): Customers can call anytime they need help. One-time Request: Service for any single incident (Setup Services, Troubleshooting & Repair Services) Anytime Technical Support: 24x7, 365 days a year

15 White Paper. Sitel Premium Technical Support. p.15 Staffing high-quality, talented and experienced people: With more than 25,000 professionals (almost half of Sitel s global workforce) and unmatched industry experience providing technical support services to major brands and OEM companies, Sitel Premium Technical Support Specialists have the ability and knowledge to help customers with technology challenges around the world. Common deployment of Premium Technical Support includes: Monetizing warranty, post-warranty or out-ofwarranty support Improving the efficiency of troubleshooting Operating software and application problems Internet service and networking problems Computer hardware and peripheral problems Improving the consistency of corporate help desk support Reducing field technician dispatch and support line

16 White Paper. Sitel Premium Technical Support. About Sitel Sitel is a global Business Process Outsourcing (BPO) leader that meets clients customer care and transaction processing needs by providing worldclass solutions from over 58,000 associates in 110 facilities located in 23 countries. Sitel provides clients with the strategic insight, scale and diversity of offerings to ensure the best return on their customer investment. For more information, please access www. Copyright Sitel Corporation 2014 Produced in the United States of America January 2014 All Rights Reserved Sitel Global Headquarters Two American Center 3102 West End Avenue Suite 1000 Nashville, TN USA Phone: Toll-Free (in U.S.): Sitel www.

Premium Technical Support as a Strategic Imperative

Premium Technical Support as a Strategic Imperative Premium Technical Support as a Strategic Imperative Monetizing the customer experience yields tangible return on investment. By: Dinesh Pai Senior Vice President Global Premium Tech Support Sitel Global

More information

Improve customer experience with your call center

Improve 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 information

Measure the Value of Customer Experience Improvements

Measure 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 information

Delivering Field Service Management... on the Microsoft Dynamics Platform

Delivering Field Service Management... on the Microsoft Dynamics Platform Delivering Field Service Management... on the Microsoft Dynamics Platform How to address the challenges and expectations of a customer as they evaluate Field Service solutions. Growing Challenges and Expectations

More information

trends to watch in 2013

trends to watch in 2013 customer relations trends to watch in 2013 How is the Customer Relations Industry responding to the new economy? Ten trends and ten priorities that matter Through multiple waves of changing consumer behavior,

More information

Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative

Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative INTRODUCTION Across the utilities industry, several factors are making customer service a strategic priority

More information

Delivering Customer Delight... One Field Agent at a Time!

Delivering Customer Delight... One Field Agent at a Time! Delivering Customer Delight... One Field Agent at a Time! BORN for Field Service Management FieldOne Sky - Enterprise Field Management Solutions The most advanced, comprehensive and adaptable enterprise

More information

Three Benefits You Gain by Managing the Customer Journey

Three Benefits You Gain by Managing the Customer Journey Three Benefits You Gain by Managing the Customer Journey TABLE OF CONTENTS Three Benefits to Focusing on CX and Customer Journeys...1 Overcoming Roadblocks on The Path to Great Experiences...4 Keys to

More information

The Three Waves of Customer Care

The Three Waves of Customer Care White Paper The Three Waves of Customer Care What You Will Learn This white paper, intended for business decision makers, describes the three major waves of innovation experienced in the customer care

More information

Managed Services. Business Intelligence Solutions

Managed Services. Business Intelligence Solutions Managed Services Business Intelligence Solutions Business Intelligence Solutions provides an array of strategic technology services for life science companies and healthcare providers. Our Managed Services

More information

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies Inc. All

More information

Improving customer relationships

Improving customer relationships White paper Customer Engagement Improving customer relationships How top companies maximize lifetime value through effective customer engagement Page 2 Customer experiences help drive long-term profits.

More information

Criteria for a Third- Generation Chat Solution: Customer Service

Criteria for a Third- Generation Chat Solution: Customer Service Criteria for a Third- Generation Chat Solution: Customer Service A Delivery Model for Incremental Online Conversion August, 2010 www.sitel.com Table of Contents 1. Executive Summary 2. Focus on Incremental

More information

Helping electronics and high-tech companies improve business performance through better service management and support

Helping electronics and high-tech companies improve business performance through better service management and support Helping electronics and high-tech companies improve business performance through better service management and support Accenture and Oracle Corporation help electronics and high-tech companies improve

More information

SAP Thought Leadership SAP Customer Relationship Management. Strengthen the Brand and Improve

SAP Thought Leadership SAP Customer Relationship Management. Strengthen the Brand and Improve SAP Thought Leadership SAP Customer Relationship Management Enhancing the Customer Experience with Loyalty Management Strengthen the Brand and Improve Customer Retention Executive Summary Satisfying Customers,

More information

Managed Services Technology Stack

Managed Services Technology Stack Managed Services Technology Stack By George Humphrey, Senior Director, Research, Managed Services, TSIA TECHNOLOGY INSIGHT 1 MANAGED SERVICES TSIA-TI-14-031 December 15, 2014 The Managed Services Technology

More information

Ask the Customer Experience Experts

Ask the Customer Experience Experts 1 Ask the Customer Experience Experts How the sum of all experiences impacts the bottom line How would you define customer experience? Is it the same as customer service? Does it refer to an interaction

More information

Remote Support: Key Metrics to drive Improvement in your Center

Remote Support: Key Metrics to drive Improvement in your Center Remote Support: Key Metrics to drive Improvement in your Center Jeremy Curley, Director of Business Solutions, Bomgar Mike Sell, Director of Strategic Alliances, Bomgar 0 Why Are Metrics Not Improving?

More information

Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express

Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications.

More information

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved.

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved. Creating Great Service Experiences How Modern Customer Service Works Copyright 2014 Oracle Corporation. All Rights Reserved. Delivering Modern Customer Service The world of business is changing fast. Technology

More information

how can I deliver better services to my customers and grow revenue?

how can I deliver better services to my customers and grow revenue? SOLUTION BRIEF CA Wily Application Performance Management May 2010 how can I deliver better services to my customers and grow revenue? we can With the right solution, you can be certain that you are providing

More information

Overview & Highlights- Maximizer CRM Live

Overview & Highlights- Maximizer CRM Live Overview & Highlights- Maximizer CRM Live In today s world, businesses need a tool that helps flourish client relationships. Maximizer CRM Live is that tool for our firm. Maximizer CRM Live saves money,

More information

Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1

Uniphore 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 information

Creating a Platform-based Support Revenue Stream for a Global Telecom Major

Creating a Platform-based Support Revenue Stream for a Global Telecom Major Creating a Platform-based Support Revenue Stream for a Global Telecom Major Client Profile Performance Highlights: Sutherland transformed the Client s Home Technology Repair Support (HTRS) Cost Center

More information

Infinity Buyerlytics System Multichannel Customer Care Solutions

Infinity Buyerlytics System Multichannel Customer Care Solutions Infinity Buyerlytics System Multichannel Customer Care Solutions Where are you at today? Are all your customer efforts metrics driven? Primary Drivers of Sales Campaign ROI: Return on Investment Factor

More information

Cincom Synchrony. Cincom Synchrony. Multi-channel customer experience management SIMPLIFICATION THROUGH INNOVATION TM

Cincom Synchrony. Cincom Synchrony. Multi-channel customer experience management SIMPLIFICATION THROUGH INNOVATION TM Cincom Synchrony Cincom Synchrony Multi-channel customer experience management SIMPLIFICATION THROUGH INNOVATION TM Restore the intimacy Today s customers are more sophisticated and demanding than ever,

More information

Getting it Right: Seven Steps to Right Channeling Customer Interactions

Getting it Right: Seven Steps to Right Channeling Customer Interactions Getting it Right: Seven Steps to Right Channeling Customer Interactions A Joint Whitepaper from IntelliResponse and Oracle In seven simple steps, ebusiness, Customer Experience and Contact Center professionals

More information

Talent DNA that drives your business

Talent DNA that drives your business Talent DNA that drives your business Align your talent DNA and business strategy to achieve real success Accelerate your business with a strategic HCM solution that turns your human capital investment

More information

J U L Y 2 0 1 2. Title of Document. Here is the subtitle of the document

J U L Y 2 0 1 2. Title of Document. Here is the subtitle of the document J U L Y 2 0 1 2 Title of Document Here is the subtitle of the document Introduction to OpenText Protect Premier Anywhere Deploying and maintaining advanced Enterprise Information Management (EIM) solutions

More information

Your Customers Are Demanding Omni-Channel Communications. What Are You Doing About It?

Your Customers Are Demanding Omni-Channel Communications. What Are You Doing About It? A Custom Technology Adoption Profile Commissioned By KANA Software Your Customers Are Demanding Omni-Channel Communications. What Are You Doing About It? Executive Summary Consumers are changing how they

More information

Empowering Agents to Employ Digital as a Competitive Weapon

Empowering Agents to Employ Digital as a Competitive Weapon Empowering Agents to Employ Digital as a Competitive Weapon 2 Empowering Agents to Employ Digital as a Competitive Weapon For most personal lines insurers, agents bring a hands-on advisory role that can

More information

Consumer Goods. itouch Vision s CRM for

Consumer Goods. itouch Vision s CRM for itouch Vision s CRM for Consumer Goods This document gives an overview of itouch Vision s Cloud CRM for consumer goods and discusses the different features and functionality. For further information, about

More information

Elevate Customer Experience and Engagement in the New Digital World

Elevate Customer Experience and Engagement in the New Digital World Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,

More information

Global Multi-lingual, Multi-channel Support Services for A Security SW Major

Global Multi-lingual, Multi-channel Support Services for A Security SW Major Global Multi-lingual, Multi-channel Support Services for A Security SW Major Client Profile The Client is a US-based pioneer of computer security and anti-virus solutions and the world s largest dedicated

More information

Cisco Unified Workforce Optimization 1.0 for Unified Contact Center Express

Cisco Unified Workforce Optimization 1.0 for Unified Contact Center Express Cisco Unified Workforce Optimization 1.0 for Unified Contact Center Express Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications.

More information

An 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 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 information

Technology-Enabled Analytics: The Key to Improving Operational Effectiveness and Customer Experience in Today s Contact Center

Technology-Enabled Analytics: The Key to Improving Operational Effectiveness and Customer Experience in Today s Contact Center Technology-Enabled Analytics: The Key to Improving Operational Effectiveness and Customer Experience in Niren Sirohi, Ph.D. Vice President, Predictive Analytics PAGE 2 Have you ever felt that you are usually

More information

Best Practices for Implementing Global IoT Initiatives Key Considerations for Launching a Connected Devices Service

Best Practices for Implementing Global IoT Initiatives Key Considerations for Launching a Connected Devices Service Best Practices for Implementing Global IoT Initiatives Key Considerations for Launching a Connected Devices Service White Paper Jasper Technologies, Inc. 02 For more information about becoming a service

More information

Customer Relations Trends to Watch in 2014.

Customer Relations Trends to Watch in 2014. Customer Relations Trends to Watch in 2014. By: Gesner Filoso Sitel Global Product Marketing Director p.2 Through multiple waves of changing consumer behavior, what did 2013 teach us about how contact

More information

5Ways. to Put Your CRM Data to Work. for You and Your Customers

5Ways. to Put Your CRM Data to Work. for You and Your Customers 5Ways to Put Your CRM Data to Work for You and Your Customers Customer Relationship Management (CRM) solutions are becoming increasingly prevalent in today s organizations to collect and manage information

More information

Streamlining Order Delivery of Next-Generation Business Services

Streamlining Order Delivery of Next-Generation Business Services Streamlining Order Delivery of Next-Generation Business Services Prepared by Caroline Chappell, Principal Analyst, NFV & Cloud Sarah Wallace, Analyst Heavy Reading White Paper March 2015 Monetizing Next-Generation

More information

Customer Care Service Modalities: Focusing On Your Consumers and Your Bottom Line

Customer Care Service Modalities: Focusing On Your Consumers and Your Bottom Line Customer Care Service Modalities: Focusing On Your Consumers and Your Bottom Line Prepared by: Telerx 723 Dresher Road Horsham, PA 19044 1.800.2TELERX www.telerx.com Customer Care Service Modalities: Focusing

More information

RIGHTNOW CLOUD SERVICE SERVE YOUR CUSTOMERS ANYWHERE MULTI-CHANNEL SERVICE

RIGHTNOW CLOUD SERVICE SERVE YOUR CUSTOMERS ANYWHERE MULTI-CHANNEL SERVICE RIGHTNOW CLOUD SERVICE SERVE YOUR CUSTOMERS ANYWHERE MULTI-CHANNEL SERVICE See what our customers have achieved with the Oracle Service Solution. 03 Introduction Serve Your Customers Anywhere - Multi-Channel

More information

Transforming the Way to Market, Sell and Service

Transforming the Way to Market, Sell and Service Customer Relationship Management (CRM) Transforming the Way to Market, Sell and Service Agenda I. CRM definition and overview II. Getting started with CRM Initiatives 2 1 What is CRM? Customer Relationship

More information

Leading Danish provider of communications solutions: Customer Relations BPO

Leading Danish provider of communications solutions: Customer Relations BPO Leading Danish provider of : Customer Relations BPO This ongoing relationship has seen a large Danish communications solutions company outsource its Customer Relations business process operations to Sitel.

More information

Patient Relationship Management

Patient 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 information

System x x86 servers from Lenovo achieve top customer satisfaction scores. January 2015 TBR T EC H N O LO G Y B U S I N ES S R ES EAR C H, I N C.

System x x86 servers from Lenovo achieve top customer satisfaction scores. January 2015 TBR T EC H N O LO G Y B U S I N ES S R ES EAR C H, I N C. System x x86 servers from Lenovo achieve top customer satisfaction scores January 2015 TBR T EC H N O LO G Y B U S I N ES S R ES EAR C H, I N C. System x customer satisfaction scores surpass those of Dell

More information

Leveraging Information to Drive Insurer Growth

Leveraging Information to Drive Insurer Growth KNOWLEDGENT INSIGHTS volume 2 no. 5 March 27, 2012 Leveraging Information to Drive Insurer Growth In the highly competitive insurance industry, leveraging information has become a key focal point for driving

More information

QUICK FACTS. Managing a Service Operations Team for a Leading Software Developer. TEKsystems Global Services Customer Success Stories.

QUICK FACTS. Managing a Service Operations Team for a Leading Software Developer. TEKsystems Global Services Customer Success Stories. Providing an IT Education Business Processing [ Information Technology, Applications Management ] TEKsystems Global Services Customer Success Stories Client Profile Industry: Software Revenue: $74.3 billion

More information

Accenture CAS: Retail Execution Create stronger customer connections

Accenture CAS: Retail Execution Create stronger customer connections Accenture CAS: Retail Execution Create stronger customer connections Understanding the market In an age of see it, buy it consumer activity, one of the biggest challenges facing today s business is shelf

More information

Contact Center Solutions

Contact Center Solutions OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization, for your most valuable asset

More information

Best Practices for Chat Deployments

Best Practices for Chat Deployments Best Practices for Chat Deployments With Oracle Chat Cloud Service INTRODUCTION The popularity of chat continues to grow in dramatic fashion, but there is still a disparity between what organizations are

More information

Discover the Advantage of Having Dyrand at the Controls

Discover the Advantage of Having Dyrand at the Controls Discover the Advantage of Having Dyrand at the Controls Your Virtual IT Department shift Shift Your Focus From IT Concerns To Your Business For most small to mid-sized companies in Canada, an IT Department

More information

SERVICE LIFECYCLE MANAGEMENT: PATHWAY TO PROFITABLE SERVICE

SERVICE LIFECYCLE MANAGEMENT: PATHWAY TO PROFITABLE SERVICE WRITTEN BY: JOHN CARROLL, CHIEF EXECUTIVE OFFICER FEBRUARY 2013 Page 2 of 9 In The Service Council s The Role of Service Culture In Driving Service Revenues research (October 2012), virtually half of organizations

More information

GUIDE TO PURCHASING A PHONE SYSTEM FOR YOUR CALL CENTER

GUIDE TO PURCHASING A PHONE SYSTEM FOR YOUR CALL CENTER GUIDE TO PURCHASING A PHONE SYSTEM FOR YOUR CALL CENTER A STEP-BY-STEP PRIMER TO HELP YOU SELECT THE RIGHT SOLUTION FOR YOUR SMALL TO MIDSIZE BUSINESS GUIDE TO PURCHASING THE RIGHT PHONE SYSTEM FOR YOUR

More information

Lenovo System x servers achieve top customer satisfaction scores in 1Q15. May 2015 TBR T EC H N O LO G Y B U S I N ES S R ES EAR C H, I N C.

Lenovo System x servers achieve top customer satisfaction scores in 1Q15. May 2015 TBR T EC H N O LO G Y B U S I N ES S R ES EAR C H, I N C. Lenovo System x servers achieve top customer satisfaction scores in 1Q15 May 2015 TBR T EC H N O LO G Y B U S I N ES S R ES EAR C H, I N C. System x customer satisfaction scores surpass those of Dell and

More information

Playing to Win. Accenture and Salesforce.com Optimize Customer Experiences with Service Cloud Solutions

Playing to Win. Accenture and Salesforce.com Optimize Customer Experiences with Service Cloud Solutions Playing to Win Accenture and Salesforce.com Optimize Customer Experiences with Service Cloud Solutions An organization s ability to acquire and retain high-value customers has long been a cornerstone of

More information

Customer Experience Management

Customer Experience Management Customer Experience Management Best Practices for Voice of the Customer (VoC) Programmes Jörg Höhner Senior Vice President Global Head of Automotive SPA Future Thinking The Evolution of Customer Satisfaction

More information

OPTIMIZING SALES EFFECTIVENESS THROUGH VALUE AND DIFFERENTIATION

OPTIMIZING SALES EFFECTIVENESS THROUGH VALUE AND DIFFERENTIATION OPTIMIZING SALES EFFECTIVENESS THROUGH VALUE AND DIFFERENTIATION UNDERSTANDING CUSTOMER NEEDS Most sales organizations strive to preserve their margins during the sales process; but even the savviest salesperson

More information

3618 8 th Avenue Phone: 262 564 6400 Kenosha, WI 53140 Fax: 262 564 6401 NOC SERVICES OFFSITE, LLC 262 564 6400. 0 of 8

3618 8 th Avenue Phone: 262 564 6400 Kenosha, WI 53140 Fax: 262 564 6401 NOC SERVICES OFFSITE, LLC 262 564 6400. 0 of 8 NOC SERVICES OFFSITE, LLC 262 564 6400 0 of 8 OVERVIEW In today s competitive world, it is critical for IT Service companies to provide a full range of services for their clients. Through the use of highly

More information

Driving greater loyalty in Europe. What consumers want and where brands are failing to deliver

Driving greater loyalty in Europe. What consumers want and where brands are failing to deliver Driving greater loyalty in Europe What consumers want and where brands are failing to deliver Research commissioned with consumers in France, Germany and Switzerland Executive summary Fast-changing technology,

More information

Small Businesses Need Contact Centers to Deliver Great Service

Small Businesses Need Contact Centers to Deliver Great Service Small Businesses Need Contact Centers to Deliver Great Service March 2014 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Cloud-Based Contact Center Solutions are Ideal for Small Businesses...

More information

DELIVERING EXCEPTIONAL CUSTOMER CARE

DELIVERING EXCEPTIONAL CUSTOMER CARE REAL WORLD SCENARIOS Volume 1 Cases 1-4 DELIVERING EXCEPTIONAL CUSTOMER CARE WINNING THE HEARTS OF YOUR CUSTOMERS BUILDing THE FOUNDATION STREAMLINing SUPPORT CASES GAINing A COMPETITIVE ADVANTAGE knowing

More information

NEC Contact Centres (Genesys)

NEC Contact Centres (Genesys) Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats

More information

Leverage Cloud-Based Contact Center Technologies To Provide Differentiated Customer Experiences

Leverage Cloud-Based Contact Center Technologies To Provide Differentiated Customer Experiences A Custom Technology Adoption Profile Commissioned By Genesys Telecommunications Laboratories Leverage Cloud-Based Contact Center Technologies To Provide Differentiated Customer Experiences March 2013 Introduction

More information

Cultivate Subscriber Loyalty by Refining the Digital Experience

Cultivate Subscriber Loyalty by Refining the Digital Experience White Paper for Telecommunication Companies Cultivate Subscriber Loyalty by Refining the Digital Experience Abstract Understanding how the digital customer experience impacts brand promotion gives telecommunications

More information

Engage Customers with Service Excellence

Engage Customers with Service Excellence SAP Brief SAP Customer Relationship Management Customer Service s Objectives Engage Customers with Service Excellence It s time to rethink customer service It s time to rethink customer service Today s

More information

Seize The Mobile Moment: Field Service Mobility Solutions Improve Customer Experience

Seize The Mobile Moment: Field Service Mobility Solutions Improve Customer Experience A Custom Technology Adoption Profile Commissioned By HP January 2015 Seize The Mobile Moment: Field Service Solutions Improve Customer Experience Introduction Customers expect to get what they want in

More information

Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com

Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com C O M P E T I T I V E A N A L Y S I S W o r l d w i d e C l i e n t l e s s R e m o t e S u p p o

More information

TECHNOLOGY INSIGHT 333EXECUTIVE INSIGHT. 2012 TSIA Member Technology Spending Report: Field Services

TECHNOLOGY INSIGHT 333EXECUTIVE INSIGHT. 2012 TSIA Member Technology Spending Report: Field Services TECHNOLOGY INSIGHT 333EXECUTIVE INSIGHT FIELD SERVICES 2012 TSIA Member Technology Spending Report: Field Services Adoption, Satisfaction and Planned Spending Across 24 Areas of Technology and Services

More information

Data Management: Foundational Technologies for Health Insurance Exchange Success

Data Management: Foundational Technologies for Health Insurance Exchange Success INDUSTRY BRIEF Data Management: Foundational Technologies for Health Insurance Exchange Success Sponsored by: Informatica Janice W. Young November 2013 IN THIS INDUSTRY BRIEF U.S. health plans have been

More information

Improve Contact Center Performance with Real-Time Metrics

Improve Contact Center Performance with Real-Time Metrics Improve Contact Center Performance with Real-Time Metrics May 10, 2013 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Introduction... 1 Lack of Real-Time Data and Guidance Impedes Contact Center

More information

Your relationships. Your information. Your CRM - without compromise.

Your relationships. Your information. Your CRM - without compromise. Your relationships. Your information. Your CRM - without compromise. The reason Saleslogix stood out to us the most was because we re a very unique company and perform a very unique service, and needed

More information

BEST PRACTICES FOR SOCIAL CUSTOMER SERVICE. ebook

BEST PRACTICES FOR SOCIAL CUSTOMER SERVICE. ebook BEST PRACTICES FOR SOCIAL CUSTOMER SERVICE ebook ADOPTION OF SOCIAL CUSTOMER CARE JUMPS What Department Owns Social Media Engagement? The debate over which internal department owns social media continues

More information

What is the HP Business Helpdesk number to call for support? Call 1-877-219-5006 to get support or for questions about the program.

What is the HP Business Helpdesk number to call for support? Call 1-877-219-5006 to get support or for questions about the program. FAQ General information and Frequently Asked Questions (FAQs) What is the HP Business Helpdesk number to call for support? Call 1-877-219-5006 to get support or for questions about the program. What are

More information

My Experience. Serve Users in a Way that Serves the Business.

My Experience. Serve Users in a Way that Serves the Business. Infrastructure Services the way we do it My Experience Serve Users in a Way that Serves the Business. A Smarter Strategy for Empowering Users IT has entered a new era, and CIOs need to perform a delicate

More information

Remote Monitoring and Management: The Key to Proactive, Efficient IT Service Delivery

Remote Monitoring and Management: The Key to Proactive, Efficient IT Service Delivery 1 Introduction As businesses emerge from the difficult economic recession, they need to continue the low-cost and highproductivity practices that allowed them to successfully weather the storm. Specifically

More information

A Survival Guide for the Post-PC World

A Survival Guide for the Post-PC World A Survival Guide for the Post-PC World Responding to Rapid Adoption of New Form Factors and User Applications Executive Summary PCs have entered a state of commoditization, with thin margins and aggressive

More information

How to choose the best CRM implementation partner for your call center

How to choose the best CRM implementation partner for your call center WHITE PAPER How to choose the best CRM implementation partner for your call center Top benefits and technology considerations for selecting the CRM that matches your needs INTRODUCTION In the era of multi-channel

More information

Contact Center Trends and Future

Contact Center Trends and Future Contact Center Trends and Future The Dynamic Contact Center Keith Pearce & Tamal Islam Consistent experience Internet integration Limit hold times Customer Experience New channels web, chat, SMS Differentiated

More information

10 Steps to a Multichannel Strategy and an Exceptional Customer Experience

10 Steps to a Multichannel Strategy and an Exceptional Customer Experience 10 Steps to a Multichannel Strategy and an Exceptional Customer Experience Jesús Hoyos CRM industry analyst and advisor Brad Herrington Principal Solutions Architect Interactive Intelligence, Inc. Contents

More information

A Strategic Approach to Customer Engagement Optimization. A Verint Systems White Paper

A Strategic Approach to Customer Engagement Optimization. A Verint Systems White Paper A Strategic Approach to Customer Engagement Optimization A Verint Systems White Paper Table of Contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical for business

More information

OpenText Protect Anytime

OpenText Protect Anytime Support Program OpenText Protect Anytime Critical issue support for the OpenText applications powering your key business processes Introduction to OpenText Protect Anytime For more than 20 years, OpenText

More information

[ know me ] A Strategic Approach to Customer Engagement Optimization

[ know me ] A Strategic Approach to Customer Engagement Optimization [ know me ] A Strategic Approach to Customer Engagement Optimization A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical

More information

CRM The Critical Cog in Today s Business Strategy

CRM The Critical Cog in Today s Business Strategy CRM The Critical Cog in Today s Business Strategy An Eagle Creek Software Services White Paper, 2012 While CRM has become a well known, overused acronym, it still remains a truly under leveraged concept.

More information

Help Desk Demands in the Mid-Market: Pragmatic Requirements and Solutions

Help Desk Demands in the Mid-Market: Pragmatic Requirements and Solutions Help Desk Demands in the Mid-Market: Pragmatic Requirements and Solutions An ENTERPRISE MANAGEMENT ASSOCIATES (EMA ) White Paper Prepared for ScriptLogic June 2010 IT & DATA MANAGEMENT RESEARCH, Table

More information

Banking. Using collaborative customer knowledge to increase operational efficiency while retaining loyal, profitable customers

Banking. Using collaborative customer knowledge to increase operational efficiency while retaining loyal, profitable customers Banking Using collaborative customer knowledge to increase operational efficiency while retaining loyal, profitable customers In today s challenging global economy, strengthening customer relationships

More information

CONTACT CENTER SOLUTIONS

CONTACT CENTER SOLUTIONS BROCHURE CONTACT CENTER SOLUTIONS STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface to your organization, for your most valuable asset your

More information

How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0

How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 Matthias Göhler Vice President Product Management Multi Channel, SAP AG Learning Points In this

More information

Business Case for Smart Care Software Product Portfolio

Business Case for Smart Care Software Product Portfolio Business Case for Smart Care Software Product Portfolio Contents Company Overview... 3 Growing Challenges with Mobile Device Support... 3 Solution... 4 Privacy and Security... 6 Financial Benefits... 7

More information

Cloud Call Centre. itouch Vision. This document gives an overview of the cloud call Centre and discusses the different features and functionality.

Cloud Call Centre. itouch Vision. This document gives an overview of the cloud call Centre and discusses the different features and functionality. itouch Vision Cloud Call Centre This document gives an overview of the cloud call Centre and discusses the different features and functionality. For further information, about implementation and pricing

More information

Cloud Computing on a Smarter Planet. Smarter Computing

Cloud Computing on a Smarter Planet. Smarter Computing Cloud Computing on a Smarter Planet Smarter Computing 2 Cloud Computing on a Smarter Planet As our planet gets smarter more instrumented, interconnected and intelligent the underlying infrastructure needs

More information

The Customer Experience:

The 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 information

Chat Enhancements Optimize Customers Web Experience

Chat Enhancements Optimize Customers Web Experience Chat Enhancements Optimize Customers Web Experience Brands Realize Significant Benefits When Providing Automated Web Chat Support for Online Customers Executive Summary Chat, an effective interactive web

More information

EXPERIENCE ANALYST ROUND UP

EXPERIENCE ANALYST ROUND UP CUSTOMER EXPERIENCE ANALYST ROUND UP 7 Key Insights for Anyone Exploring Digital Self-Service and Virtual Agents The customer experience space is evolving at an unprecedented rate. So much so, that it

More information

R O I C a s e S t u d i e s

R O I C a s e S t u d i e s HIGHLIGHTS Goal: For to launch a new call centre and ensure that it functions reliably even under the highest loads. Solution: Empirix Hammer On-Call Results: was able to upgrade its call centre while

More information

A CHASE PAYMENTECH WHITEPAPER. Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers

A CHASE PAYMENTECH WHITEPAPER. Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers A CHASE PAYMENTECH WHITEPAPER Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers Table Of Contents Changing shopping habits... 3 The multi-channel journey...

More information

The Connecting with Customers Report. A Global Study of the Drivers of a Successful Online Experience

The Connecting with Customers Report. A Global Study of the Drivers of a Successful Online Experience The Connecting with Customers Report A Global Study of the Drivers of a Successful Online Experience November 2013 Executive summary LivePerson (NASDAQ: LPSN), a leader in online customer engagement, commissioned

More information

The Power of Personalizing the Customer Experience

The Power of Personalizing the Customer Experience The Power of Personalizing the Customer Experience Creating a Relevant Customer Experience from Real-Time, Cross-Channel Interaction WHITE PAPER SAS White Paper Table of Contents The Marketplace Today....1

More information

JENZABAR EX. Exceptional insights. Extraordinary results. JENZABAR EX

JENZABAR EX. Exceptional insights. Extraordinary results. JENZABAR EX JENZABAR EX Exceptional insights. Extraordinary results. JENZABAR EX JENZABAR EX A Proven Solution for Higher Education Jenzabar EX is a comprehensive, fully-scalable administrative platform designed specifically

More information