Improving CSR Efficiency in the Utilities Contact Center

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Improving CSR Efficiency in the Utilities Contact Center"

Transcription

1 Improving CSR Efficiency in the Utilities Contact Center UtiliPoint International, Inc. with Jacada Ltd. June 4, 2008

2 Ethan L. Cohen Mr. Cohen is Sr. Director of Utility & Energy Technology at UtiliPoint International, Inc. Mr. Cohen leads the Utility & Energy Technologies Practice and provides management consulting and energy and utilities industry analysis. He is a widely recognized strategist consulting professional with more than 11 years of direct experience in solving various issues at investor owned utilities, municipal utilities, energy companies, technology vendors and government agencies. Mr. Cohen's current research focuses on the nexus between IT and business process improvement and optimization. Mr. Cohen has recently been engaged information technology and business prudence audits, technology selection projects, and is working with a select number of companies on business process outsourcing projects. Prior to joining UtiliPoint International, Mr. Cohen was a manager at Blue Ridge Partners, Research Director of Energy and Communications at Aberdeen Group, and a Senior Analyst with The Yankee Group, where he built the first energy technology focused market research and advisory practice. Mr. Cohen holds an AB with subject honors from Vassar College and an MA from Brandeis University. 2

3 Overview The heart of any utility s customer care operations is the call center, and at most the technology interface customer service representatives use to serve customers is too complex, impairing the ability to serve companies well and costing utilities time, money and efficiency. 3

4 % of Utilities With CRM Solution Does Your Utility Have a CRM Solution Yes 15% No 85% Few utilities have solutions Those that do have not leveraged them effectively 4

5 CRM Is Most Often Found At IOUs 30% Utilities with a CRM Solution by Utility Type 25% 20% 15% 10% 5% 0% IOUs Co-Operatives Municipals Higher rates at retailers 5

6 CRM Is Most Widely Adopted In Natural Gas 25% 20% Utilitie s with a CRM Solution by Commodity Type % 10% 5% 0% Water Natural Gas Electicity 6

7 Larger Utilities Use CRM 25% Utilities with a CRM Solution by Number of Customers 20% 15% 10% 5% 0% Less than 10,000 10,000-50,000 Over 50,000 7

8 Call Center Efficiency Drives Customer Service Efficacy The call center is often the largest component of the utility cost to serve Credit related calls can be up to 40% of inbound calls Industry best practice dictates optimizing call handling capability for cost savings with better customer service 8

9 Key Utility Operational CRM Challenges Consolidation of multiple customer applications; Flexible system architecture Standardization of business processes Ensuring data integrity / consistency / accuracy / accessibility Reduce customer care costs - Channel optimization Mobile service delivery Selective Outsourcing 9

10 Customer Centricity Understand customer needs segmentation, targeted marketing, offer management, lifecycle management Consistent customer facing experience / Single view of the customer Empower front office staff, e.g. sales, call center Bundle new products and applications (home services, energy efficiency) Enable distribution channels (direct sales, call centers, self service, retailers etc.) Multiple service customer care (gas, water, power) Achieve operational efficiencies lower cost of service / rethink channel strategy 10

11 Most CIS Systems Are Inflexible The typical line is: If your existing CIS system is out of date and unable to cope with your customer service requirements, you may want to consider replacing it. HOWEVER 11

12 Other Technologies Provide Capability and ROI Unified service desktop and process optimization solutions are enabling utilities to optimize critical call center processes for customer management Customer Inquiry Person Management Account Management Move In/Move Out Deposits Bankruptcy Collection Inquiry and Pay Arrangements 12

13 Most Important Features of CRM Average Score (on a Scale of 1 to 5) of the Most Important Features of a CRM System Analytical capabilities Call scripting Contact management Customer profiling Customer segmentation Delivery channel selection Loyalty programs Message broadcasting Reporting tools Sales campaign management Sales lead management

14 Successful Customer Service Successful customer service organizations provide their agents with tools to handle inbound or outbound transactions, in a way that brings the power of the back office to every customer service interaction. 14

15 312 Stuart Street Boston, MA Cell: Ethan L. Cohen Sr. Director, Utility & Energy Technology Putting Knowledge Into Action. Consulting. Research. Analysis. Risk Management. Benchmarking. 15

16 Improving CSR Efficiency in the Utilities Contact Center David Holmes Senior Vice President, Global Marketing Jacada Ltd. 16

17 CRM and Customer Satisfaction 3,900 CRM Spending Customer Service Solutions Revenue (in millions) 3,800 3,700 3,600 3,500 3,400 3,300 3,200 3,100 Customer Satisfaction Source: Gartner The The level level of of service service last last year year saw saw its its largest largest decline decline since since The American Customer Satisfaction Index The American Customer Satisfaction Index "Any "Any way way we we look look at at it it we we see see customer customer satisfaction satisfaction going going down. down. J.D. Power & Associates J.D. Power & Associates

18 Customer Service Chaos 18

19 The Cost of Chaos - Business Impact CSR Efficiency CSR Effectiveness Corporate Governance Average Handle Time First Call Resolution Fraud Detection Cost per Call CSAT Scores Compliance A A 2% 2% improvement improvement in in agent agent satisfaction satisfaction results results in in a a 1% 1% improvement improvement in in customer customer satisfaction satisfaction - -Gartner Gartner Hold Times Training Costs Agent Churn Error Rates Revenue Per Call Customer Retention Customer Acquisition SOX HIPAA Policies & Procedures Security 19

20 Business Application Silos Difficult and expensive to replace, or even modify Designed to support line-of-business users, not CSR call flows User interface tightly coupled with business logic = not agile Orders CIS Payments 20 Sample Applications

21 Jacada WorkSpace 21

22 Jacada Unified Service Desktop Intelligent view of customer data Intuitive, easy-to-learn and use Agile, easy to modify Task-based user interface Rules and call flow can be maintained by business analyst Orders Non-invasive integration CIS Native integration Payments 22 Sample Applications

23 The Universal Agent Custom views for different call types, customers, skills High bill inquiry Change of address 23 CSR Can Select Role

24 Case Study Public Utility Business Business Objectives: Objectives: Improve Improve customer customer experience experience Reduce Reduce number number of of screens screens used used Automate Automate complex complex call call processes processes Provide Provide automated automated call call disposition disposition Eliminate Eliminate redundant redundant data data entry entry Reduce Reduce customer customer hold hold time time Reduce Reduce average average handle handle time time 24

25 Case Study Public Utility 25

26 Case Study Public Utility Before Before After After Forms Forms /Windows /Windows Mouse Mouse Clicks Clicks Applications Applications used used Bill Bill Images Images Viewed Viewed Hold Hold Time Time 1:31 1:31 0:00 0:00 Total Total Call Call Time Time 5:20 5:20 3:05 3:05 26

27 Today s Webcast: Improving CSR Efficiency in the Utilities Contact Center Ethan L. Cohen Senior Director UtiliPoint International David Holmes Senior Vice President Jacada Ltd. Questions? You can submit your questions using the WebEx Q&A feature. 27 Thank you for attending!

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and

More information

A Customer Centric Digital Platform For Utilities. A Joint Capgemini and Pegasystems Solution

A Customer Centric Digital Platform For Utilities. A Joint Capgemini and Pegasystems Solution A Customer Centric Digital Platform For Utilities A Joint Capgemini and Pegasystems Solution 2 A Customer Centric Digital Platform For Utilities Utilities the way we see it Utilities in a changing world

More information

CRM in the Contact Center and the Emergence of the Unified Agent Desktop

CRM in the Contact Center and the Emergence of the Unified Agent Desktop CRM in the Contact Center and the Emergence of the Unified Agent Desktop An excerpt from Datamonitor s recent report, DMTC2207 SUMMARY Publication Date: September 2008 Contact centers face ever-increasing

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

6 Steps to Creating a Successful Marketing Database

6 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 information

CRM In Core Banking Systems

CRM In Core Banking Systems CRM In Core Banking Systems February 2002 The integration of a Customer Relationship Management (CRM) component into a financial institution s core processing system has been the topic of discussion for

More information

CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES

CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES Chapter 1: Introduction to CRM Selected definitions of CRM 1 CRM is an information industry term for methodologies, software, and usually Internet

More information

WHITE PAPER. Jacada White Paper: First Things First - Unify the Service Desktop Before Implementing a Universal Agent Program

WHITE PAPER. Jacada White Paper: First Things First - Unify the Service Desktop Before Implementing a Universal Agent Program Jacada White Paper: First Things First - Unify the Service Desktop Before Implementing a Universal Agent Program Unify the Service Desktop Before Implementing a Universal Agent Program If your company

More information

The Future of Marketing Platforms. 2012 IBM Corporation

The Future of Marketing Platforms. 2012 IBM Corporation The Future of Marketing Platforms Agenda Introduction of IBM Smarter Commerce Today s marketing challenges IBM s solutions for marketing Smarter Commerce can help transform every phase of the commerce

More information

Bigger Data for Marketing and Customer Intelligence Customer Analytics Roadmap

Bigger Data for Marketing and Customer Intelligence Customer Analytics Roadmap Bigger Data for Marketing and Intelligence Analytics Roadmap Segmentation Add Heading Here Add copy here Learn 1 how marketers analyze customer data to improve campaign performance, attract new customers

More information

Getting Business Value from Customer Engagement. Chet Geschickter, Research Director Gartner Energy & Utilities Industries Research

Getting Business Value from Customer Engagement. Chet Geschickter, Research Director Gartner Energy & Utilities Industries Research Getting Business Value from Customer Engagement Chet Geschickter, Research Director Gartner Energy & Utilities Industries Research 1 How Gartner Delivers Value Gartner research helps clients review, develop,

More information

Enhancing customer profitability through Marketing Automation- the FNB experience

Enhancing customer profitability through Marketing Automation- the FNB experience SeUGI 2002 CMO Stream Enhancing customer profitability through Marketing Automation- the FNB experience By Jithendra Daya Chief Knowledge Officer 12 June 2002 Overview of the Presentation 1. Background

More information

MCCM: An Approach to Transform

MCCM: An Approach to Transform MCCM: An Approach to Transform the Hype of Big Data into a Real Solution for Getting Better Customer Insights and Experience Muhammad Salman Sami Khan, Chief Research Analyst, Global Marketing Team, ZTEsoft

More information

Jacada Announces New Contact Center Agent Portal to Drive Process Optimization

Jacada Announces New Contact Center Agent Portal to Drive Process Optimization Jacada Announces New Contact Center Agent Portal to Drive Process Optimization Jacada Fusion Agent Portal boosts agent satisfaction and productivity by simplifying the desktop environment and providing

More information

Jacada Solutions Improve Quality, Efficiency, and Deliver Cost Savings to Telecommunications Contact Centers

Jacada Solutions Improve Quality, Efficiency, and Deliver Cost Savings to Telecommunications Contact Centers Telecommunications Contact Centers Case Study: Jacada Solutions Improve Quality, Efficiency, and Deliver Cost Savings to Telecommunications Contact Centers Telecom Contact Centers Complexity Simplified

More information

Best Practices Brochure. Optimizing Multichannel Environments Improve the Customer Experience and Profitability

Best Practices Brochure. Optimizing Multichannel Environments Improve the Customer Experience and Profitability Best Practices Brochure Optimizing Multichannel Environments Improve the Customer Experience and Profitability The Right Channel Shifting customer service to lower-cost channels is necessary to maintain

More information

Microsoft Dynamics CRM Solutions for Retail Banking

Microsoft Dynamics CRM Solutions for Retail Banking Performance Microsoft Dynamics CRM Solutions for Retail Banking White Paper Setting new standards that enable retail banks to attract, retain, and service customers with superior speed, efficiency, and

More information

WHITE PAPER Insurance Providers: Improving Customer Retention through the Contact Center

WHITE PAPER Insurance Providers: Improving Customer Retention through the Contact Center Insurance Providers: Improving Customer Retention through the Contact Center Why now is the time for insurers to eliminate desktop complexity and allow customer service representatives to focus on customers,

More information

Business Intelligence Solutions for Gaming and Hospitality

Business Intelligence Solutions for Gaming and Hospitality Business Intelligence Solutions for Gaming and Hospitality Prepared by: Mario Perkins Qualex Consulting Services, Inc. Suzanne Fiero SAS Objective Summary 2 Objective Summary The rise in popularity and

More information

Advanced Case Management. Chris den Hoedt

Advanced Case Management. Chris den Hoedt Advanced Case Management Chris den Hoedt New market demands for achieving outcomes require new approaches...like advanced case management Increased costs and risks from unpredictable processes Higher

More information

Optimize Customer and Account Management with Enterprise Content Management

Optimize Customer and Account Management with Enterprise Content Management OpenText Solution Brief OpenText ECM Suite for SAP ECM for Customer and Account Management by OpenText Objectives Solution Benefits Quick Facts Optimize Customer and Account Management with Enterprise

More information

- 2013 FINANCIAL INDUSTRY TRENDS REPORT - Cashing in on the Customer Experience: 7 Steps to Revolutionize Your Bank s Customer Service Strategy

- 2013 FINANCIAL INDUSTRY TRENDS REPORT - Cashing in on the Customer Experience: 7 Steps to Revolutionize Your Bank s Customer Service Strategy Cashing in on the Customer Experience: 7 Steps to Revolutionize Your Bank s Customer Service Strategy Financial institutions must take action to adapt to a post-crisis era. Banks and credit unions face

More information

Delivering the right contact center solution for your business

Delivering the right contact center solution for your business Delivering the right contact center solution for your business G ENESYS AN ALCATEL LUCENT COMPANY ACCESS GROUP About Access Access Group is a name that is synonymous with great service offerings. Be it

More information

Today s Webcast: Call Center Strategies for Increasing Profitability: Moving from Cost Center to Profit Center

Today s Webcast: Call Center Strategies for Increasing Profitability: Moving from Cost Center to Profit Center Today s Webcast: Call Center Strategies for Increasing Profitability: Moving from Cost Center to Profit Center Penny Reynolds Founding Partner Scott Norteman Director, Product Management Ann Conrad Communications

More information

Use Your Contact Center to Build a Better Customer Experience

Use Your Contact Center to Build a Better Customer Experience SAP Brief SAP Customer Relationship Management SAP Contact Center Objectives Use Your Contact Center to Build a Better Customer Experience Engage your customers across all points of contact Engage your

More information

Customer Experience in a Relationship Economy. Frank Sherlock Senior Vice President and Managing Director Convergys

Customer Experience in a Relationship Economy. Frank Sherlock Senior Vice President and Managing Director Convergys Customer Experience in a Relationship Economy Frank Sherlock Senior Vice President and Managing Director Convergys Convergys Corporation A Global Leader in Relationship Management Worldwide Capabilities

More information

A Jacada & Microsoft CCF Competitive Review

A Jacada & Microsoft CCF Competitive Review WHITE PAPER A Jacada & Microsoft CCF Competitive Review A contrast of two call center solution providers, based on an outline of Microsoft CCF Jacada Marketing Research 1 Introduction... 3 2 Overview...

More information

Enhancing Business Performance Through Innovative Technology Solutions

Enhancing Business Performance Through Innovative Technology Solutions Enhancing Business Performance Through Innovative Technology Solutions Contact Center = Customer Experience FIELD SERVICE Customer Service BACK OFFICE CONTACT CENTER BRANCH OFFICE Help Desk HR Finance

More information

Turning Big Data into More Effective Customer Experiences. Experience the Difference with Lily Enterprise

Turning Big Data into More Effective Customer Experiences. Experience the Difference with Lily Enterprise Turning Big into More Effective Experiences Experience the Difference with Lily Enterprise Table of Contents Confidentiality Purpose of this Document The Conceptual Solution About NGDATA The Solution The

More information

Cisco Intelligent Automation for SAP

Cisco Intelligent Automation for SAP Data Sheet Cisco Intelligent Automation for SAP Automation Packs for SAP Solutions Product Overview Cisco Intelligent Automation for SAP is the software platform on which to standardize, unify, and automate

More information

- THE EXECUTIVE GUIDE TO ENTERPRISE INBOUND MARKETING - THE EXECUTIVE GUIDE TO ENTERPRISE INBOUND MARKETING

- THE EXECUTIVE GUIDE TO ENTERPRISE INBOUND MARKETING - THE EXECUTIVE GUIDE TO ENTERPRISE INBOUND MARKETING - THE EXECUTIVE GUIDE TO ENTERPRISE INBOUND MARKETING - THE EXECUTIVE GUIDE TO ENTERPRISE INBOUND MARKETING Digital Marketing Strategies, Trends and Best Practices for Today s Enterprise Executive Content

More information

How Innovation Can Change the Contact Center Business. Thais Marca Managing Director, South America Convergys

How Innovation Can Change the Contact Center Business. Thais Marca Managing Director, South America Convergys How Innovation Can Change the Contact Center Business Thais Marca Managing Director, South America Convergys Convergys Corporation A Global Leader in Relationship Management Worldwide Capabilities 75,000

More information

Five steps to improving the customer service experience

Five 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 information

Integrating CRM with ERP

Integrating CRM with ERP Integrating CRM with ERP A by Benjamin Castro Copyright 2002, Baseline Consulting Group. All Rights Reserved. INTRODUCTION... 2 COMPANIES LOOKING FOR EFFICIENCY WILL TURN TO ERP VENDORS 3 COMPANIES LOOKING

More information

Optimize Sales Order Management with Enterprise Content Management

Optimize Sales Order Management with Enterprise Content Management OpenText Solution Brief OpenText ECM Suite for SAP ECM for Sales Order Management by OpenText Objectives Solution Benefits Quick Facts Optimize Sales Order Management with Enterprise Content Management

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

Cloud based services with Jacada WinFuse. 2010 Jacada. All rights reserved.

Cloud based services with Jacada WinFuse. 2010 Jacada. All rights reserved. Billions of Us Are in the Cloud Cloud based services with Jacada WinFuse 2010 Jacada. All rights reserved. Webinar Presenter Jeff Strnad Ph.D. Senior Vice President of Global Customer Solutions R&D, Field

More information

ON24 WEBCASTING. Marketing Performance Suite

ON24 WEBCASTING. Marketing Performance Suite ON24 WEBCASTING Marketing Performance Suite The New Marketing Challenge Buyer behavior is changing Business decision makers are increasingly self-educating before they engage in a sales conversation. In

More information

Transforming Financial Services Sector with Dynamic CRM

Transforming Financial Services Sector with Dynamic CRM Transforming Financial Services Sector with Dynamic CRM Financial Services industry sector is in the midst of paradigm shift. Since the financial crisis, traditionally, revenue challenges have been a cyclical

More information

ElegantJ BI. White Paper. Operational Business Intelligence (BI)

ElegantJ BI. White Paper. Operational Business Intelligence (BI) ElegantJ BI Simple. Smart. Strategic. ElegantJ BI White Paper Operational Business Intelligence (BI) Integrated Business Intelligence and Reporting for Performance Management, Operational Business Intelligence

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

The SAS Transformation Project Deploying SAS Customer Intelligence for a Single View of the Customer

The SAS Transformation Project Deploying SAS Customer Intelligence for a Single View of the Customer Paper 3353-2015 The SAS Transformation Project Deploying SAS Customer Intelligence for a Single View of the Customer ABSTRACT Pallavi Tyagi, Jack Miller and Navneet Tuteja, Slalom Consulting. Building

More information

Oracle Service Cloud Overview and Roadmap for Web Customer Service

Oracle Service Cloud Overview and Roadmap for Web Customer Service Oracle Service Cloud Overview and Roadmap for Web Customer Service CON8908 David Fulton Director, Product Management, Oracle Service Cloud October 02, 2014 Safe Harbor Statement The following is intended

More information

Delivering the Ideal Customer Experience. Pega CRM Solutions for Financial Services Institutions

Delivering the Ideal Customer Experience. Pega CRM Solutions for Financial Services Institutions Delivering the Ideal Customer Experience Pega CRM Solutions for Financial Services Institutions Gartner and Forrester rank Pegasystems as a leader in CRM for one very good reason Pega delivers the most

More information

Module Three. Connected CRM Enterprise Transformation

Module Three. Connected CRM Enterprise Transformation Module Three Connected CRM Enterprise Transformation 1 Any organization can become more customer focused. It s just harder sometimes Product-centric P&L/Decision Segment-centric P&L/Decision Channel-centric

More information

Five Strategies to Build a Successful Email Marketing Campaign

Five Strategies to Build a Successful Email Marketing Campaign Five Strategies to Build a Successful Email Marketing Campaign David Daniels, CEO & Co-Founder - The Relevancy Group, LLC Christopher Nash, Senior Business Optimization Consultant Sitecore Reminders for

More information

Title. The Customer Experience Imperative

Title. The Customer Experience Imperative Delivering Positive Student Experiences Daniel Harrison Director, Higher Education - Australia Title 2007 RightNow Technologies, Inc. The Customer Experience Imperative 99% are likely to recommend your

More information

Best Practices Brochure. Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships

Best Practices Brochure. Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships Best Practices Brochure Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships Social CRM Companies must do more than participate in today s social environment. They must

More information

Best Practices Brochure. Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships. Customer Care

Best Practices Brochure. Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships. Customer Care Best Practices Brochure Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships Customer Care Social CRM Companies must do more than participate in today s social environment.

More information

WITH AGILE TECHNOLOGY

WITH AGILE TECHNOLOGY FUTURE-PROOF BANKING STRATEGIES Technology Transformation STARTS NOW Banks now better understand the strategic nature of their core systems and are ready to embark on critical technology projects to support

More information

Assessing campaign management technology

Assessing campaign management technology Assessing campaign management technology Introduction Table of contents 1: Introduction 2: 1. Can the campaign management platform be used to build a single marketing view of customers? 3: 2: Can the campaign

More information

Better Together with Microsoft Dynamics CRM

Better Together with Microsoft Dynamics CRM Better Together with Microsoft Dynamics CRM Enhance the power and effectiveness of Microsoft Dynamics CRM business software with Microsoft products and technologies that work even better, together. Microsoft

More information

We ll begin the webinar at approximately 1:01 pm EST.

We ll begin the webinar at approximately 1:01 pm EST. Beyond Surveys- Capturing the Real Customer Experience Martha Brooke We ll begin the webinar at approximately 1:01 pm EST. Brian LaRoche Today s Educational Webinar Beyond Surveys- Capturing the Real Customer

More information

2%INCREASE 66%INCREASE. Boylesports, winning through marketing.

2%INCREASE 66%INCREASE. Boylesports, winning through marketing. Boylesports, winning through marketing. Top Irish bookmaker masters cross-channel marketing and personalized customer communications with Adobe Campaign. Adobe Campaign had by the far the richest capabilities

More information

Microsoft Dynamics CRM for Financial Services. Making customers the heart of your business.

Microsoft Dynamics CRM for Financial Services. Making customers the heart of your business. Microsoft Dynamics CRM for Financial Services Making customers the heart of your business. In today s competitive financial services market the focus is the customer making sure the customer is at the

More information

How CRM Software Benefits Insurance Companies

How CRM Software Benefits Insurance Companies How CRM Software Benefits Insurance Companies Salesboom.com Currently, the Insurance Industry is in a state of change where today's insurance field is becoming extremely complex and more competitive. As

More information

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience Using a Multichannel Strategy to Deliver an Exceptional Customer Experience 10 things to consider when building a multichannel strategy to improve the customer experience Jesús Hoyos CRM industry analyst,

More information

Genesys Notification Center

Genesys Notification Center Genesys Notification Center Benefits Optimize Campaign Results: Increase contact and response rates Decrease inbound call volumes Drive high-value inbound calls Simplify Compliance: Self-service rules

More information

OpenScape Contact Center Agile & Enterprise

OpenScape Contact Center Agile & Enterprise OpenScape Contact Center Agile & Enterprise Customer Service Made Simple Siemens Enterprise Communications www.siemens-enterprise.com OpenScape Contact Center Agile & Enterprise Designed to improve first

More information

Customer Experience Analytics

Customer Experience Analytics Customer Experience Analytics By eloyalty s Marketing Solutions Service Line 9.16.2003 OPTIMIZING CUSTOMER INTERACTIONS Customer Experience Analytics Abstract This paper will describe a method of quantifying

More information

IBM Global Business Services Microsoft Dynamics CRM solutions from IBM

IBM 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 information

SIEBEL CRM ON DEMAND SERVICE

SIEBEL CRM ON DEMAND SERVICE SIEBEL CRM ON DEMAND SERVICE The success of a business depends, in large part, on the quality of customer service that business provides. Siebel CRM On Demand Service gives you the tools you need to enhance

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

CHECKLIST: IS YOUR CRM EVOLVED?

CHECKLIST: IS YOUR CRM EVOLVED? CHECKLIST: IS YOUR CRM EVOLVED? Consumer expectations are rising. They expect each interaction with your organization whether via marketing, sales, service or operations to be seamless, straightforward

More information

Master Your Data and Your Business Using Informatica MDM. Ravi Shankar Sr. Director, MDM Product Marketing

Master Your Data and Your Business Using Informatica MDM. Ravi Shankar Sr. Director, MDM Product Marketing Master Your and Your Business Using Informatica MDM Ravi Shankar Sr. Director, MDM Product Marketing 1 Driven Enterprise Timely Trusted Relevant 2 Agenda Critical Business Imperatives Addressed by MDM

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

Modern Marketing Maturity Model

Modern Marketing Maturity Model @annroskey BOSTON Modern Marketing Maturity Model What s your level? Ann Roskey Sr. Marketing Strategist 3 5 Tenets of Modern Marketing Targeting Engagement Conversion Analysis Marketing Technology B2B

More information

Customer Lifecycle Management. A more synchronized, automated, profitable experience at every stage of the customer journey.

Customer Lifecycle Management. A more synchronized, automated, profitable experience at every stage of the customer journey. Customer Lifecycle Management A more synchronized, automated, profitable experience at every stage of the customer journey. Customer engagements cut across multiple products, disparate technologies and

More information

Solution Overview. Optimizing Customer Care Processes Using Operational Intelligence

Solution Overview. Optimizing Customer Care Processes Using Operational Intelligence Solution Overview > Optimizing Customer Care Processes Using Operational Intelligence 1 Table of Contents 1 Executive Overview 2 Establishing Visibility Into Customer Care Processes 3 Insightful Analysis

More information

Customer Engagement. Gabriel Chan Financial Services Industry Dynamics CRM

Customer Engagement. Gabriel Chan Financial Services Industry Dynamics CRM Customer Engagement Gabriel Chan Financial Services Industry Dynamics CRM Cliché Lean and focus on customers Think like a designer and lead the way Mission : Empowering individuals & organisations to do

More information

Why Redknee s Pre-Integrated Real-Time Billing and Customer Care Solution is the Right Choice for CSPs

Why Redknee s Pre-Integrated Real-Time Billing and Customer Care Solution is the Right Choice for CSPs Why Redknee s Pre-Integrated Real-Time Billing and Customer Care Solution is the Right Choice for CSPs > > Summary In an increasingly saturated and competitive market, telecom operators face huge challenges

More information

Boost Profits with Better Marketing Analytics

Boost Profits with Better Marketing Analytics Boost Profits with Better Marketing Analytics Marketing Solutions for the Utilities Industry Publication Date: July, 2014 www.datamentors.com info@datamentors.com 01. Boost Profits with Better Marketing

More information

Table of Contents. Introduction 3. Why You Need a Customer Relationship Management (CRM) System 4. The Sales and Marketing Funnel 8

Table of Contents. Introduction 3. Why You Need a Customer Relationship Management (CRM) System 4. The Sales and Marketing Funnel 8 Table of Contents Introduction 3 Why You Need a Customer Relationship Management (CRM) System 4 Key benefits of CRM systems 4ting Sales Processes via Email 6 Why email? 6 Sales email cycles 7 The Sales

More information

Genesys Info Mart. Highlights > An enterprise-wide view of customer. > Complete interaction details in a flexible and

Genesys Info Mart. Highlights > An enterprise-wide view of customer. > Complete interaction details in a flexible and Genesys Info Mart Contact Center Software Genesys Info Mart provides customer interaction analytical capabilities for contact centers to discover valuable insight for strategic action. Highlights > An

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

CUSTOMER EXPERIENCE MANAGEMENT. enabled by. www.infonova.com

CUSTOMER EXPERIENCE MANAGEMENT. enabled by. www.infonova.com CUSTOMER EXPERIENCE MANAGEMENT enabled by www.infonova.com CEM TURN YOUR CUSTOMERS INTO FANS In the changing and highly competitive business environment of the Telecommunication and Digital Services marketplace,

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

Using Voice Self-Service to Enhance the Customer Experience for Health Care Insurance Companies

Using Voice Self-Service to Enhance the Customer Experience for Health Care Insurance Companies Using Voice Self-Service to Enhance the Customer Experience for Health Care Insurance Companies Table of Contents I. Executive Summary...1 II. Building a Culture Dedicated to Providing an Outstanding Customer

More information

Case Study: How a Scalable E-Commerce Platform Supports Growth

Case Study: How a Scalable E-Commerce Platform Supports Growth Case Study: How a Scalable E-Commerce Platform Supports Growth Featuring: Steve Miller, Xcentium; Randy Higgins, Insite Software Moderated by: Jenel Stelton-Holtmeier, Modern Distribution Management Sponsored

More information

Enterprise Marketing Automation Platform

Enterprise Marketing Automation Platform Enterprise Marketing Automation Platform Marketing is undergoing a fundamental shift. Emerging channels such as email and mobile have created new and unique opportunities to reach a new generation of customers

More information

> Cognizant Analytics for Banking & Financial Services Firms

> Cognizant Analytics for Banking & Financial Services Firms > Cognizant for Banking & Financial Services Firms Actionable insights help banks and financial services firms in digital transformation Challenges facing the industry Economic turmoil, demanding customers,

More information

Survey Report. Business strategy and technology priorities in the wealth management industry. Examination of top US wealth management firms

Survey Report. Business strategy and technology priorities in the wealth management industry. Examination of top US wealth management firms Survey Report Business strategy and technology priorities in the wealth management industry Examination of top US wealth management firms Balaji Yellavalli Infosys Ltd. Jaroslaw E. Knapik Datamonitor In

More information

Genesys Outbound Engagement Center

Genesys Outbound Engagement Center Genesys Outbound Engagement Center Benefits Optimize Campaign Results: Increase contact and response rates Decrease inbound call volumes Drive high-value inbound calls Maximize Agent Productivity: Increase

More information

INTEGRATING CRM, ECOMMERCE AND ANALYTICS

INTEGRATING CRM, ECOMMERCE AND ANALYTICS INTEGRATING CRM, ECOMMERCE AND ANALYTICS MARK JONES Senior Solutions Consultant for ExactTarget Interactive marketing expert specializing on maximizing CRM data TROY BURK CEO & Founder, Right On Interactive

More information

Copyright 2001-2007 Infor Global Solutions

Copyright 2001-2007 Infor Global Solutions Copyright 2001-2007 Infor Global Solutions 1 www.marketingpower.com Podcasts White Papers Job Board Communities Copyright 2001-2007 Infor Global Solutions Blogs 2 ! " " Copyright 2001-2007 Infor Global

More information

Portrait Interaction Optimizer TM. Convert inbound interactions into revenue and retention opportunities

Portrait Interaction Optimizer TM. Convert inbound interactions into revenue and retention opportunities Portrait Interaction Optimizer TM Convert inbound interactions into revenue and retention opportunities Deliver real-time best-next-action recommendations to each customer, wherever and whenever they choose

More information

Microsoft Business Analytics Accelerator for Telecommunications Release 1.0

Microsoft Business Analytics Accelerator for Telecommunications Release 1.0 Frameworx 10 Business Process Framework R8.0 Product Conformance Certification Report Microsoft Business Analytics Accelerator for Telecommunications Release 1.0 November 2011 TM Forum 2011 Table of Contents

More information

CRM Predictive Analytics: From Buzzwords to Business Value

CRM Predictive Analytics: From Buzzwords to Business Value CRM Predictive Analytics: From Buzzwords to Business Value Liz Roche Vice President & Director CRM Infusion Program liz.roche@metagroup.com Customer Marketing Backlash Reaching Epic Proportions Technology,

More information

Harness the value of information throughout the enterprise. IBM InfoSphere Master Data Management Server. Overview

Harness the value of information throughout the enterprise. IBM InfoSphere Master Data Management Server. Overview IBM InfoSphere Master Data Management Server Overview Master data management (MDM) allows organizations to generate business value from their most important information. Managing master data, or key business

More information

ANIKET J. SHIRALKAR DPGD/AP13/1008.

ANIKET J. SHIRALKAR DPGD/AP13/1008. CRM - an Operational Tool for Customer Centric Actions : Case Study in Service Sector ANIKET J. SHIRALKAR DPGD/AP13/1008. What is CRM? CRM is a business strategy that aims to understand, anticipate and

More information

Advanced Multichannel Order Management Solutions That Optimize Sales Performance

Advanced Multichannel Order Management Solutions That Optimize Sales Performance Advanced Multichannel Order Management Solutions That Optimize Sales Performance Analytics that help you make accurate, informed decisions Scalable and Vendor-Neutral; work with any service provider Over

More information

How successful is your campaign and promotion management? Towards best-practice campaign management strategies

How successful is your campaign and promotion management? Towards best-practice campaign management strategies How successful is your campaign and promotion management? Towards best-practice campaign management strategies Welcome to the new normal Businesses today are under unprecedented pressure to increase spending

More information

Chapter 1: Strategic Customer Relationship Management Today

Chapter 1: Strategic Customer Relationship Management Today Chapter 1: Strategic Customer Relationship Management Today Overview Topics discussed: From the marketing to the customer concept CRM and customer value The concept of CRM CRM from a business strategy

More information

The Convergence of Data and Analytics in the Corporate World

The Convergence of Data and Analytics in the Corporate World The Convergence of Data and Analytics in the Corporate World Is it possible to draw parallels between commercial experience and tax applications? Jack Noonan President & Chief Executive Officer SPSS Inc.

More information

REDEFINE CUSTOMER EXPERIENCE with ITC INFOTECH

REDEFINE CUSTOMER EXPERIENCE with ITC INFOTECH REDEFINE CUSTOMER EXPERIENCE with ITC INFOTECH Partner of choice for CX Cloud The customer is being rediscovered giving rise to the need for a defined and actionable enterprise customer experience strategy

More information

Marketing Automation with Microsoft Dynamics

Marketing Automation with Microsoft Dynamics Marketing Automation with Microsoft Dynamics Deliver impactful marketing campaigns and consistent communications with Microsoft Dynamics CRM for Marketing Provide marketing professionals with robust data

More information

Jacada WorkSpace: Proven Capabilities for the Customer Service Desktop

Jacada WorkSpace: Proven Capabilities for the Customer Service Desktop Jacada WorkSpace: Proven Capabilities for the Customer Service Desktop Jacada WorkSpace is an award-winning unified service desktop solution proven to reduce operational costs while improving the customer

More information

WHITE PAPER. Digital transformation for insurers

WHITE PAPER. Digital transformation for insurers WHITE PAPER Digital transformation for insurers Introduction The insurance industry today is at a transformative stage, where it is witnessing an unrelenting march of digitization and a proliferation of

More information

DISCOVER MERCHANT PREDICTOR MODEL

DISCOVER MERCHANT PREDICTOR MODEL DISCOVER MERCHANT PREDICTOR MODEL A Proactive Approach to Merchant Retention Welcome to Different. A High-Level View of Merchant Attrition It s a well-known axiom of business that it costs a lot more to

More information

Enable Business Agility and Speed Empower your business with proven multidomain master data management (MDM)

Enable Business Agility and Speed Empower your business with proven multidomain master data management (MDM) Enable Business Agility and Speed Empower your business with proven multidomain master data management (MDM) Customer Viewpoint By leveraging a well-thoughtout MDM strategy, we have been able to strengthen

More information