How the Cloud can help customer experience management

Transcription

1 How the Cloud can help customer experience management

2 Company Overview

3 Company Overview Vodacom is a telecommunications company providing voice, messaging, data and converged solutions to around 50 million active customers in Africa. Largest Pan African Service Provider since 1992 Gateway First Mobile operator on SA Solid Pan African network that delivers on product, coverage and scale First Fixed and mobile service provider in SA Recent purchase of Cable and Wireless On the ground presence in 16 African countries, reach in 40 and 21 offices Satellite hubs in 8 African countries True converged player Comprehensive Fixed, Mobile & IP skill set New Generation Network, IN and application infrastructure Class leading Global Enterprise Management - VGE Global reach local solutions

4 Our Aim Become a partner and trusted advisor to our customers. Provide solution and services to assist our customers to identify and implement a continues improvement cycle in their business. Aimed at not only improving profitability and efficiency but also customer satisfaction by becoming truly customer centric.

5 Source: Consumerlab 2012 Meeting Contact Centre needs Telecoms Global network Competitive / Quality VOIP Hosting & MPLS Network Technological Hosted Contact Centre Scalable and Flexible Multimedia Customer Voice of the Customer Customer intelligence Customer Centric organization

6 Road to Customer Centricity

7 Customer is Changing and Expectations rising Companies brand marketing and promises describe the treatment customers can expect: happy, helpful, empathetic agents; a caring ear; a concerned partner; a multi-channel interaction with little hassle and a lot of smiles. Competitors increase their marketing, sales and service options and capabilities continually, usually for the better. Customers interactions within one industry drive change in others. Customers develop their expectations from their general commercial experience and often expect all service providers to rise to the same baseline. Customers experience and familiarity with multiple channels is rapidly increasing. Within the past decade, e-channels went from nerd-niche to general usage. Mobile phones went from a business luxury to a must-have. Knowledge of customer-focused programs at large companies (e.g., customer is job #1 type slogans) has permeated the minds of consumers. Customers know their value to companies, and hold their providers to the standards they proclaim. Source: IBM - The Customer Focused Contact Centre

8 Profitability, Efficiency, Cost Customer Experience

9 Voice of the Customer Why and how to listen! Customers are Changing, Expectations rising Gartner research shows: 86% of consumers would pay more for a better customer experience 73% say they would expand their purchases with a vendor by 10% or more if the experiences were superior Essential No longer optional Customers want to do business with companies that understand them. Always on No longer listen when it is convenient. Used to guide the entire business VoC should be influencing your entire business and should be used to optimise your business processes to not just be more customer centric but to be more profitable and to help you achieve a greater return form each customer. Technology driven no longer manual 10

10 How does Voice of the Customer fit in?

11 Multi Channel Tablet Post Call IVR Social Media QR Codes Multi Channel Voice of the Customer CAPI & CATI SMS $ USSD Chat Web Link Kiosks

12 Case study International Satellite TV provider Key measures % change with VoC % change with process optimisation Cost to Service -0.2% -6.8% Customer Churn -1.1% -3.4% ROI per customer +0.01% +4.8% NPS on initial measure +2.8% +16.7% Total Return on Investment (VoC and process optimisation) - 910%

13 Why Vodacom? Proven supplier Single supplier Flexible network infrastructure Professional services Cost Effective

14 Thank you