Vodafone Global Enterprise Vodafone Process Tracker Helping you to provide a better, more responsive service Dramatically reduce operating costs and improve process efficiencies and productivity enterprise.vodafone.com
Vodafone Global Enterprise In today s extremely challenging business climate, the finance sector is under extreme pressure to reduce costs while continuing to deliver an exceptional service. Improve your business processes and communication channels Vodafone Global Enterprise has developed a web-based communication solution Vodafone Process Tracker that is designed to help you dramatically reduce operating costs, significantly improve process efficiencies and staff productivity, and provide a better and more responsive service to your customers. Vodafone Process Tracker provides businesscritical, real-time management information that will help you fully understand the current state of the sales pipeline, identify levels of new business, monitor customer communications and identify processing bottlenecks before they become a customer service issue. Specifically designed to help tackle the complex working environments and rigid IT systems traditionally found in the finance sector, Vodafone Process Tracker positively manages customer expectations and behaviour, and simplifies the management of the customer journey from start to finish. Three Top 6 UK banks rely on Process Tracker in multiple environments for customer communication. 40% of UK mortgages are processed using Process Tracker. 2
Process Tracker Thank you for choosing us to meet your mortgage needs. We ll send you regular updates by text and e-mail to keep you informed of the progress of each stage of your application. Customer expectations and behaviour are proactively managed using an optimum mix of SMS text alerts, e-mails and personalised web pages. An innovative solution, the first of its kind in the finance sector, Vodafone Process Tracker enables you to use a combination of channels SMS text, e-mail or personalised web pages to communicate, manage, and provide a more responsive and direct service to your customers. Vodafone Process Tracker will help you to keep all parties agents, management team, intermediaries and customers fully informed about the progress of customer cases such as mortgages, loans or credit card applications. A web-based communication solution that delivers: Cost reductions through operational improvements Satisfied customers Better flexibility to manage fluctuations in workload Proactive, not reactive Powerful workflow tools and management information Rapid and measurable Return On Investment (ROI). 3
Vodafone Global Enterprise Vodafone Process Tracker will have an immediate positive impact on your business How it works Vodafone Process Tracker can be integrated into your existing IT environment or can be used as a standalone solution, depending on what you require. Intuitive and easy to use, it can be deployed within a matter of weeks resulting in immediate ROI. Authorised administrators can log in and quickly and easily see the status of all applications. With the click of a mouse, information can be efficiently transmitted directly to the customer or a third party, informing them on the progress of an application. There is a full audit trail of all activity from when the case was created, through each subsequent action through to completion. Choice of communication channels Process Tracker gives you a choice of communication channels that can span multiple users and departments. SMS text message The moment a case is created or updated, an SMS text message will be sent to the customer s mobile phone or to a third party or intermediary if relevant. E-mail An automated e-mail will be dispatched at the same time as the SMS text message with a link to a personalised web page where the customer will be able to view additional information relating to the application. Personalised web pages The customer or intermediary simply clicks on the link in the e-mail to access a personalised web page containing additional information. No log in or registration is required as personal customer or account details are not displayed on the web page. Personalised web pages can be used to provide or request information, or to invite the recipient to participate in an online survey. 4
Process Tracker Agents Your business Process Tracker Platform Management Team Benefits Stops up to 65% of in-bound Stops up to 65% of calls in-bound from customers chasing calls from customers the chasing progress of their applications, the progress of their applications, and and out-bound calls chasing out-bound calls chasing additional additional information information Allows you to significantly reduce postal communications postal communications Improves customer service levels, Improves customer service levels, increases process efficiencies and increases staff productivity increases whilst staff productivity whilst reducing operational reducing costs operational costs Full ROI within 12 months. Full ROI within 12 months. Customer Intermediaries Integrated communication platform Benefits Vodafone Process Tracker will have an immediate and positive impact on your business, including: Improved productivity Improve employee productivity by reducing the time spent dealing with customers chasing the progress of an application. It will help to reduce outbound chaser calls, improve working efficiencies and allow your employees to concentrate on other daily duties. Cost reduction There will be a significant reduction in telephone traffic, which in turn will reduce costs. Costs will also be reduced by minimising the impact on using postal services, postal materials and labour. Quality and training With Vodafone Process Tracker, training of new staff will become less time consuming and less costly. Improved customer service Vodafone Process Tracker drives huge efficiencies in customer management processes and can help to eliminate up to 90% of customer complaints relating to lack of information or breakdown in communication. By proactively communicating with customers you can help to dramatically improve customer satisfaction. Process efficiency Vodafone Process Tracker provides enhanced workflow management, allowing your business operations to process customer cases more effectively, with improved information flow between all parties in the process, including intermediaries such as relationship managers, brokers and resellers. This helps to eliminate fire-fighting customer enquiries, complaints and chaser calls. 5
Vodafone Global Enterprise Real-time management information to show operational performance Comprehensive data analysis suite delivering customised reports to exactly fit your needs. Vodafone Process Tracker is a powerful workflow management information tool with a comprehensive data analysis suite providing a wealth of information, supported by highquality graphics and links to download raw data. The data analysis suite includes a live dashboard that enables you to analyse real-time performance by: Case creation Completion reports Time taken to get from one key stage to another Exposure levels Missing information. Authorised users simply log in to Vodafone Process Tracker using a standard web browser. They will then be able to run customised reports broken down by team, user, process or customer. This information can be used to evaluate the productivity and efficiency of individuals and teams, to improve customer service and to reduce operating costs. 6
Process Tracker Live dashboards for real-time performance monitoring Geographical mapping with regional and localised reports Comprehensive suite of management information At any time, the working pipeline can be reviewed in real time, helping to identify process bottlenecks within your system and to resolve customer service issues before they become a problem. Daily summaries with case notes can be e-mailed to third parties or intermediaries giving them full visibility of the progress of individual cases. By clicking on the reference number the third party can view a personalised web page, which has further information about the application. With its multi-company, multi-currency and multi-lingual capabilities, Vodafone Process Tracker provides an invaluable overview of just how efficient your customer service teams and processes really are. For more information about Vodafone Process Tracker please contact your Vodafone Global Account Manager. 7
enterprise.vodafone.com 0032/05.12_8/HOL Vodafone Group 2012. This document is issued by Vodafone in confidence and is not to be reproduced in whole or in part without the prior written permission of Vodafone. Vodafone and the Vodafone logos are trademarks of the Vodafone Group. Other product and company names mentioned herein may be the trademarks of their respective owners. The information contained in this publication is correct at time of going to print. Such information may be subject to change, and services may be modified supplemented or withdrawn by Vodafone without prior notice. All services are subject to terms and conditions, copies of which may be obtained on request.