remote customer interaction
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1 Sandro parisi EUDATA - Ceo Alberto Guidotti EURONOVATE - Ceo remote customer interaction Uso di un efficace comunicazione tra clienti online, customer center, filiali e promotori
2 mission Eudata helps Enterprises to realize the business transformation process from offline to online customers Euronovate helps Enterprises to realize the business process digital trasformation
3 Financial Sector 11 Financial Institutes 1 Insurance 2 Banking Outsourcer 3 Large European Institutes Largest Italian Online Bank Do you need more to trust in US?
4 Good customer experience In 2013, 62% of global consumers switched service providers due to poor customer service experience 60% of consumers say that they would be willing to pay more for a better experience 70% of customers will do business with you again if you resolve their complaints
5 Digital channels in Customer Service will overtake voice in TWO years 2015
6 i numeri contano Interazioni mensili Medie per clienti Finance Italiani dal 2014 alla stima Bank 1Bank 2Bank 3
7 Can your company Act as One while dealing with Digital Customers?
8 Customers WEB BRANCH/SHOP MOBILE SOCIAL CONTACT CENTER BRANCH EMPLOYEES EXPERT
9 Eudata Solution enables businesses to provide an unified digital experience while engaging their clients online or in store/branch
10 BIG Market Applauses More than: /month session 3000/day Session 3000/day concurrent agents 15 Enterprise Companies References: Business Case:
11 Video Chat for Customer Service We consider our inclusion in the Cool Vendor report by Gartner a great confirmation of our mission to enable our customers in providing the greatest digital experience while engaging their clients using web or mobile devices, said Sandro Parisi, CEO of Eudata srl.
12 La nostra strategia di prodotto Innovative Touch The Best Technology 8% 7% 29% What Customer Expects Right Price 10% Flexibility 11% 35% What Businesses Need to Provide the Right UX
13 valore ACT AS ONE: Un unico punto di aggregazione per tutte le esperienze multicanale INCREMENTO DELLE VENDITE: miglior servizio si traduce in miglioramento dei prezzi. Il contatto diretto con i clienti favorisce l upsell COST REDUCTION: riduzione di tempi, spostamenti. Miglioramento operatività delle filiali NEW BUSINESS MODEL: La piattaforma consente di creare nuovi servizi con un alto tasso innovativo
14 Euronovate VISION Euronovate wants to become a worldwide leader in the Process Digital Trasformation market offering a unique value proposition focused on an End-to- End approach: legal support, process reenginering, full stack software platform, hardware factory, cloud services DTM Banking Insurance Healthcare Hospitality Uitilities Others 15
15 Euronovate - ABOUT US Euronovate is a Swiss company with a worldwide presence, a leading manufacturer of Digital Transaction solutions with an end-to-end approach. It designs, develops and manufactures Signature Pad, Signature Tablet and Digital Scanner with the highest safety standards and owns a software platform for signature and Interactive Marketing (ENMarketing). Since its foundation in 2012, Euronovate has established itself as a market leader in Italy for the banking market. More than 6,2 million CHF in revenue in 2014 (+250% vs 2013, 12 times 2012) and 2015 estimated revenue at 11 Mio CHF. Over 70 employees, 25 in Lugano (headquarters, R&D, design e hw and sw, production sw), 45 in the Far East (Shenzhen and Taipei) More than 2,0 Millionpeople sign with Euronovate solutions everyday. 16
16 THE MACRO STAGES OF DIGITAL TRANSFORMATION The more than 50 references in international banking groups, have allowed us to summarize the overall scheme of classification of the key stages of the digital transformation and highlight the main axes of development 1 DIGITAL IDENTIFICATION 1 axis- Multichannel 2 DIGITAL HUB 3 DOCUMENT COM- 4 POSITION DIGITAL PROCESS FLOW MANAGEMENT The typical phases: 1. Branch 2. Mobile (Agents, Wealth maangers, CIB accounts, etc.) 3. Web/Mobile MULTICHANNEL DELIVERY 5 2 axis- Cross- Business/industry 6 1. Banking 2. Insurance 3. Personal finance 4. Other products factories E-SIGNATURE INTERACTIVE & DIGITAL MARKETING 7 8 DIGITAL ARCHIVING 17
17 use cases
18 Web and mobile customer service Static or Proactive Click To Action , Fax, sms, Chat, VideoChat, WebCall Back, Web Form e Lead Profile Sharing Capabilities (Desktop, Documents, Application, Web Page) Mobile Ready Automatic Follow Up CRM e CTI Integration
19 My personal banker Real Time Presence status or based on Appointment Chat, VideoChat, Async Chat Sharing Capabilities (Desktop, Documents, Single Application) Mobile Ready
20 Social Customer Care Aggregazione di differenti Social Blended Agent Possibilità di gestione flussi Customer Care e Marketing
21 remote branch Video Service, Sharing Controllo Device di piattaforma (Printer, Scanner, ATM, Riconoscimento Documenti) Sistema di firma elettronica embedded Doppio Monitor Completamente customizzabile Riutilizzo di tutta le rete agenzie (debranching) e Servizio centralizzato Pesonal Consulting Extended Service Hours
22 Customer Online First Authentication Best User Experience Maximum Conversion Rate Cutting Edge technology State of the art WW solution
23 Customer Online First Authentication The wizard makes him/her compile the personal data and all generalities needed to purchase the product/service Self Authenticatron The prospect decides to subscribe a new contract Assisted Authenticatron
24 Finovate fall 2015 Last week in New York we presented our last innovation in the most important Fintech event in the world. Euronovate presented state-of-the-art identification through brand new proprietary Biometric Fusion Technologies that combine more biometric data in order to establish remote 100% identification. Euronovate has also launched the next generation signature pad, ENSign 10S featuring an embedded webcam, high resolution screen and multitouch technology. BIOMETRIC FUSION ID ENSign 10s Embedded webcam Multitouch technology High definition screen
25 They re talking About Us Hype Cycle (2015 e 2014): Contact Center, Digital Commerce, Customer Service & Customer Engagement, Business Process Services Vendor Guides 2015: CRM & Digital Commerce...citati in più di 15 documenti ufficiali Gartner
26 Grazie
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