Customer Experience Presentation Lauriette Modipane

Transcription

1 Customer Experience Presentation Lauriette Modipane 30 September 2013

2 CONTENTS Customer Satisfaction Index (CSI) Objectives, Scope & Approach, CSI Results. Three Tier Approach End State Customer Centric Organization TNPA Key Initiatives

3 OBJECTIVES OF CSI Pinpoint areas for improvement Gauge interest in service offerings Improve Customer Satisfaction Strategic Review Customers Feedback Customer Satisfaction Survey Strategic Fine-tuning Strategic Formulation 3

4 CSI SCOPE & APPROACH Operations & Service Delivery This measured attributes that were related to service delivery. Customer Relations & Communications This measured all attributes that were related to Customer Relations and Communication. Strategic Business Alignment & Planning This measured issues around Strategic Business Alignment and Planning. Infrastructure & Capacity This measured attributes related to Infrastructure and Capacity. Knowledge, Skills & Innovation This group measured issues around Knowledge, Skills And Innovation. 4

5 CSI RESULTS: Customer Relations/Comms. Operations Service Delivery Minimum OD TNPA logistics OD TNPA logistics Ideal Overall Customer Relations & Communications Accessibility to decision makers Committed to understanding my business and requirements Customer focused Willingness to negotiate (e.g. rates, contract terms, etc.) Availability of personnel when needed Telephones being answered promptly Queries, requests and calls are responded to timeously Building long-term relationships Committed to resolving customer queries Clear and proactive communication Continuity in business contacts Overall Operations & Service Delivery Delivers goods safely Reliability of service (e.g. on time delivery) Delivers on its promises Efficient execution of service as per plan/ schedule Predictability of service Provide proactive solutions Service offering meets customers requirements Advance notification of changes to plans/ schedule Visibility of goods (track and trace) Proactive and effective deviation management Flexibility of service Frequent Customer visits Good after sales service (e.g. timely proof of delivery, accurate invoicing)

6 CSI RESULTS: Infrastructure Capacity Strategic Business Planning Minimum Ideal OD TNPA logistics OD TNPA logistics Overall Infrastructure and Capacity Overall Strategic Business Alignment & Planning Adequate capacity and resources to deliver on orders Reliability of assets (equipment and rolling stock) Effective maintenance of infrastructure, assets and equipment Fair and equitable distribution of capacity On time availability of infrastructure and fit for purpose resources Adequate Investment in infrastructure Enables growth of your business Competitive pricing Integrity of the business Strategic business partner Sustainability of the business Effective strategic planning Value driven leadership Culture of transparency Efficiency of asset utilisation Adherence to governance protocols Effective management of strategic assets Provides integrated solutions

7 CSI RESULTS: Knowledge, Skills & Innovation Minimum OD TNPA logistics Ideal Overall Knowledge, Skills and Innovation Maintains high safety standards Culture of accountability Competent and skilled employees Motivated employees Professionalism of employees Culture of continuous improvement Provide innovative solutions Adequate Business acumen

8 THREE TIER APPROACH A The following gaps were identified as critical in the recent Blueprint exercise: C TIA Maturity Assessment CRM Blueprint B Recent Integrated CS Survey Lack of efficient fulfillment and resolution of customer queries/ issues, Inconsistent customer experience across ports and channels, Lack of integrated view of the customer, Lack of multi-channel customer management. Areas of improvement: The internal CRM maturity assessment conducted by TIA identified the following risks: Customer promise is inconsistent with organisation s capability to deliver, Poor management of customer complaints Lack of customer insights, Inadequate key account and customer management. Queries and requests are responded to timeously, Clear and proactive communication, Committed to resolving customer queries, Availability of personnel when needed, Committed to understanding my business and requirements, Professionalism of employees, Understanding customer requirements. 8 8

9 END STATE - CUSTOMER CENTRIC ORGANISATION Fully documented and automated processes for customer service interactions (complaints, queries, service requests, etc.), Transparent and consistent management of customer issues, tracking and reporting, CRM system to manage customer data and activities. Systems & Processes Capabilities, mindsets and behavior Performance management Common understanding and appreciation of customers (CSI) Proactive communication (communiqués, newsletters, forums, roadshows, etc.) Adoption of the voice of the customer theme customer is king Creating customer centric culture Integrated Customer Management One customer, one company vision. Queries and requests attended to speedily (FCR % & MTTR), Calls answered promptly (80/20 Service Level), Reduced # of complaints (# complaints as % of # customers), Complaints resolved timeously (Resolution time in hours or days & Root Cause Analysis), Continuous Improvement on CSI scores, Daily, weekly, monthly and annual reports on Service Requests Management. 9

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11 KEY INITIATIVES 3 Voice of the customer 2 Implementation of CRM Solution 4 Customer Centric Culture 1 Contact Centre Telephony Solution 5 Account Management Plans Improved Customer Experience 11

12 INITIATIVES OBJECTIVES 1 Contact Centre Solution Effective calls and management system. Accessibility of customer service agents. Performance reporting against service level and volumes. Interaction recording and quality management for development and training. 2 CRM Solution Holistic view of customer information. Real time visibility of interaction records. Effective service management (Service Requests, Queries, and Complaints) Co-ordination between departments with integrated measurements and reporting. 3 Voice of the Customer Understanding customer demands, concerns and satisfaction levels. Incorporate VOC feedback to strategic formulation and strategic fine tuning. Introduce other mediums of customer engagements and feedback. Set improvement targets against gaps identified. 12

13 INITIATIVES OBJECTIVES 4 Customer Centric Culture Customer Service training for all staff. Customer service roadshows. Customer service awareness campaigns. CSI performance scores for all staff KPI s. Improved customer experience. 5 Account Management Customer-based segmentation strategy, implementing differentiated approaches. Key Account Management Plans. Customer Value creation (Value Proposition). Partnership approach with other OD s. Know your customer campaign. 13

14 The End 14