AMDOCS CUSTOMER success story AMDOCS SMART AGENT DESKTOP HELPS FAMILYSEARCH CUT CUSTOMER INTERACTION TIME BY 50% Amdocs is a partner who is helping me be successful in my business. Penney A. Devey Manager, Tools and Technology, Worldwide Support Services, FamilySearch AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION
AMDOCS CUSTOMER success story ORGANIZATION AT A GLANCE COMPANY NAME: FamilySearch International HEADQUARTERS: Salt Lake City, Utah, USA WEBSITE: www.familysearch.org EMPLOYEES: 1200 part-time agents worldwide speaking approximately 26 languages SERVICES: Free global genealogy services available via phone, email and web and more than 4,500 family history centers in 70 countries TECHNICAL ENVIRONMENT AMDOCS PRODUCTS: Amdocs CES 7.5 for Customer Management, including the Smart Agent Desktop AMDOCS SERVICES: Amdocs Professional Services, Amdocs Product Support Services EXECUTIVE SUMMARY As the world s largest provider of free genealogy information, FamilySearch has agents across the globe. FamilySearch agents had used the Amdocs platform to help them answer customer s questions by phone and online in dozens of languages. When the company set objectives for improving agent and customer experiences and paving the way to make future changes smooth, they decided to upgrade to Amdocs CES 7.5 and deploy the Amdocs Smart Agent Desktop. Amdocs Professional Services provided best-practice expertise to ensure system stability and streamline future upgrades, and FamilySearch regularly turns to the Amdocs Product Support Community for valuable knowledge exchange. The upgrade has decreased average handle time by more than 16 percent and reduced agent training time by 94 percent. With the Amdocs Smart Agent Desktop, FamilySearch is supporting a fivefold increase in volume of customer interactions with no added agents. With multiple screens reduced to one, agents can work more quickly and focus on customer needs. Most importantly, customer satisfaction is increasing, as evidenced by a rising Net Promoter score.
FamilySearch International is the world s largest provider of free genealogy information, and has over one billion names in its searchable database. Customers freely access FamilySearch data at family history centers and through the organization s online and telephone resources. Localized support in more than 26 languages is provided by a worldwide team of approximately 1200 agents. Our focus is always on our customers: making sure they get the information they want and that they are pleased with the experience, said Penney A. Devey, Manager, Tools and Technology, Worldwide Support Services, FamilySearch. For eight years, Amdocs has provided customer management solutions to help FamilySearch agents address customer s inquiries and questions. Amdocs is a partner who is helping me be successful in my business, Devey said. When we set objectives for improving our agent and customer experiences and paving the way to make future changes smooth, we talked to Amdocs and decided to upgrade to Amdocs CES 7.5 and Smart Agent Desktop. With the Amdocs Smart Agent Desktop, our training time has gone down by nearly 94 percent. Reduced Customer Interaction and Training Time A key goal when FamilySearch decided to upgrade to Amdocs CES 7.5 was to make the system easier to learn and to use. With the Amdocs Smart Agent Desktop, our agents are happier and feel more successful since they can help customers more quickly and easily, Devey stated. The Amdocs Product Support Community is a terrific resource I know I will always get a response and won t be inundated with solicitations from outside consultants. With the Amdocs Smart Agent Desktop, our training time has gone down by nearly 94 percent, Devey said. Our agents used to spend two weeks, about 70 hours, in training, and now they are ready to go with about four hours of online learning and practice. In the past, our agents needed to move among multiple screens to handle inquiries, Devey said. When we redesigned the screens during the upgrade, Amdocs Consulting helped us consolidate onto a single screen, and now it s much faster for our agents to learn and use. While the added simplicity has reduced Average Handle Time (AHT) by more than 16 percent, the overall customer interaction time has gone down by more than 50 percent. In the past, agents spent an average of 25 minutes per inquiry. They would write everything down and then spend roughly 20 minutes on unavailable while they entered the data. Now they enter data directly into the system, cutting the handle time from 25 to 21 minutes and eliminating that extra 20 minutes of data entry, Devey explained. Since deploying the Amdocs Smart Agent Desktop, we have seen a quarter-on-quarter improvement in our Net Promoter Score.
Challenges > Ambitious plans to increase interactions with customers from approximately two million interactions a year to 200 million in five years > Streamline agent experience to enable even greater focus on customers for an enhanced customer experience > Minimize system training time for agents > Reduce average handle time (AHT) for customer interactions > Simplify process for agents who use other languages Solution > Enhance agent and customer experience and significantly reduce AHT and training time by upgrading to the Amdocs CES v7.5 Smart Agent Desktop > Partner with Amdocs Professional Services team for best-practice expertise to ensure system stability and streamline future upgrades > Engage with Amdocs Product Support Community to gain from shared experiences and ideas about the business benefits of Amdocs CES Results > Decreased average handle time by more than 16 percent, and reduced overall customer interaction time by more than 50 percent > Five-fold increase in volume of customer interactions with no added agents > Agent training time reduced by approximately 94 percent > Multiple screens reduced to one to streamline agent experience and enhance customer experience > Can now track customer data effectively for customer interactions in any language > Quarter on quarter improvements in Net Promoter Score since deployment > Solid system availability and stability Increased Agent Productivity and Customer Satisfaction In a quarter-to-quarter comparison, FamilySearch agents handled five times more customer interactions since the upgrade without any increase in the number of agents. Our agent turnover has gone down and some agents are extending their working time beyond their original commitments, Devey stated. Because the system is so easy to use, agents are experiencing more satisfaction and that is one reason they sign up again. Since deploying the Amdocs Smart Agent Desktop, we have seen a quarter-on-quarter improvement in our Net Promoter Score, which indicates whether a customer would recommend our service to someone else, Devey said. We re proud of that. It reflects an increase in our agents ability to focus on and satisfy our customers needs. Enhanced Language Capabilities Our agents are literally all over the world: Russia, Hungary, South America, and the Philippines are just a few examples, Devey emphasized. With a screen in an agent s native language, they spend more time focused on the customer and less time worrying about the screen, Devey said. In addition, one of the goals with the new system was to be able to track all of the same data about all of our customers. In the past, some customer interactions were not included in FamilySearch statistics, because agents unfamiliar with English might simply call another agent for an answer rather than using the system. In addition, the entire Asia region did not use the system because local languages were not available. We re looking to Amdocs to help us learn more about our customer base so that we can continue to make our service even better. With the Amdocs Smart Agent Desktop, all of our agents can use the system and escalate cases, Devey said. The result is that FamilySearch has much better tracking of its overall set of customers and their questions. There are 11 core languages in the FamilySearch system today. Ultimately we have a goal of 26, and with 7.5, we are confident that Amdocs can easily expand to accommodate any languages we need, Devey said.
Rock Solid Stability and Availability We don t see outages or slowdowns of any kind: the Amdocs system is as solid as a rock, Devey stated. The reliable levels of availability with Amdocs are a big deal to us, Devey said. With Amdocs we are experiencing the fives nines uptime of a premier system. Amdocs has the platform stability and flexibility to make them a strong and vital partner for FamilySearch in the long run. Professional Services Team Delivers Best Practices FamilySearch has a skilled IT team, but had no in-house expertise with the Amdocs Smart Agent Desktop platform. We called on the expertise of Amdocs Professional Services for the upgrade, screen design and other changes, Devey said. It was especially important to us to implement Smart Agent Desktop in a way that will enable a smooth, easy upgrade path in the future. There were several contributions by Professional Services that I consider among the most valuable part of the upgrade, Devey stated. One Amdocs team member focused on writing conversion scripts to accomplish the database update. We did not have the resources or knowledge to do the conversion scripts in-house, so this was really key for us. Amdocs Professional Services had the experience to ensure that the new screens created for FamilySearch agents would be upgradeable into the future, Devey said. The Professional Services team also had long-term knowledge of the FamilySearch system and organization, and that really helped facilitate the upgrade in terms of technology and teamwork. Valuable Product Support Community The Amdocs Product Support Community is a terrific resource for customers to share their experiences and expertise with each other, Devey emphasizes. The Amdocs Product Support Community provides a rich set of on-line services such as discussion forums, experts sessions and a proactive knowledge base (e.g. problem resolution, best practices and product documentation). Especially for non-technical questions related to the business use of Smart Agent Desktop, the Amdocs Product Support Community is the first place I visit, Devey said. I know I will always get a response and won t be inundated with solicitations from outside consultants. Amdocs leadership in providing this kind of support service is something I ll watch closely as we continue to expand our own support community. Amdocs enables FamilySearch to focus on our relationship with the person who is contacting us instead of worrying about the system where we are entering data. Relying on Amdocs as Volume Expands 100 Times Amdocs enables FamilySearch to focus on our relationship with the person who is contacting us with a question instead of worrying about the system where we are entering data, Devey said. This is truly fundamental to the service we provide, and it is enormously valuable to have a partner like Amdocs who can support our mission. A key goal according to Devey is major growth: FamilySearch is planning to increase the volume of customer interactions by 100 times within five years. We handled about two million customer interactions last year, and we want 200 million in five years, Devey said. I am relying on Amdocs to help ensure that we achieve this. We re looking to Amdocs to help us learn more about our customer base and understand what they are doing so that we can continue to make our service even better, Devey stated. Amdocs has the platform stability and flexibility to make them a strong and vital partner for FamilySearch in the long run.
FAMILYSEARCH www.amdocs.com ABOUT AMDOCS Amdocs is the market leader in customer experience systems innovation. The company combines business and operational support systems, service delivery platforms, proven services, and deep industry expertise to enable service providers and their customers to do more in the connected world. Amdocs offerings help service providers explore new business models, differentiate through personalized customer experiences, and streamline operations. A global company with revenue of $3 billion in fiscal 2010, Amdocs has approximately 19,000 employees and serves customers in more than 60 countries worldwide. For more information, visit Amdocs at www.amdocs.com. For the most up-to-date contact information for all Amdocs offices worldwide, please visit our website at www.amdocs.com/corporate.asp Amdocs has offices, development and support centers worldwide, including sites in: THE AMERICAS: ASIA PACIFIC: EUROPE, MIDDLE EAST & AFRICA: BRAZIL AUSTRALIA CYPRUS IRELAND SOUTH AFRICA CANADA CHINA CZECH REPUBLIC ISRAEL SPAIN COSTA RICA INDIA FRANCE ITALY SWEDEN MEXICO JAPAN GERMANY NETHERLANDS TURKEY UNITED STATES SINGAPORE HUNGARY POLAND UNITED KINGDOM THAILAND RUSSIA VIETNAM Copyright 2011 Amdocs. All Rights Reserved. Reproduction or distribution other than for intended purposes is prohibited, without the prior written consent of Amdocs. These materials are confidential, and shall be returned to Amdocs upon request. The trademarks and service marks of Amdocs, including the Amdocs mark and logo, Ensemble, Enabler, Clarify, Return on Relationship, Intelecable, Collabrent, Intentional Customer Experience, CES, Cramer, Qpass, SigValue, DST Innovis, JacobsRimell, ChangingWorlds and jnetx are the exclusive property of Amdocs, and may not be used without permission. All other marks are the property of their respective owners. FMLYSRCH_TSTMNL_09-11