Customer Focus and Support ebusiness and User Support Lydia Delahaye CRM application manager ebusiness & User Support, PA 11 March
Agenda: PA customer services Tracking and Tracing (CRM) Future development Agenda
PA CUSTOMER SERVICES: ebusiness & User Support Introduction
ebusiness User Support Unit within PD Patent Administration - ebusiness and User Support Staff members are located in The Hague and Munich We focus on giving support to external and internal customers Expertise in customer analysis, problem management and application management (CRM, VoIP/ANCD, LN databases)
PA Customer Services concept Customers (calls, emails) 1LCS CRM ticket Priority: High = reply to customers within 3 hours Only to be used for: - a customer has to file the same day - a payment needs to be made or cancelled within 2 days - an OLF ticket has been open for more than 3 days and customer calls because he/she needs to file today. - Complaints < 24 Hours reply to customers (depending on the priority) Ticket number given to customers Immediate answer Escalation 25% 75% Update and Close the Ticket Specialists BACK OFFICE Introduction
Your 1st Line Customer Support team Bianca Ruijs Coordinator 1LCS
ebusiness User Support 1LCS BACK OFFICE - FIRST POINT OF CONTACT FOR EXTERNAL CUSTOMERS - IMMEDIATE ANSWERING OF GENERAL QUESTIONS - IMMEDIATE FILTERING AND ESCALATING OF SPECIFIC QUESTIONS TO THE RELEVANT BACK OFFICE GROUP -DATA CLEANING OF CUSTOMER CONTACT DATA - PROVIDE SUPPORT WITH EPO ONLINE PRODUCTS & SERVICES - PROVIDE GENERAL INFORMATION ON PATENT APPLICATION & GRANTING PROCEDURE - SMART CARD REGISTRATION - SECURE ACCESS TO EPO ONLINE SERVICES - MAINTENANCE OF SMART CARD ACTIVITIES
ebusiness User Support The User Support unit provides you with: information about the patent grant procedure under the EPC/PCT information about the EPO technical support for the EPO's online services: online filing of applications, subsequent communications, oppositions online fee payments portal applications Register Plus
ebusiness User Support and ISO 9001 ebusiness User Support strives to comply with the Quality Management requirements for a Customer Service (ISO 9001:2008), this is being achieved through: Cooperation, and harmonisation of workflows, with other EPO's teams providing support to external users/customers Design and implementation of a quality management procedure Publication of a Service Charter committing to measurable "Accessibility" and "Timeliness" standards Performance of regular quality review exercises, aimed at verifying to which extent customer requirements are being met
User Support published Service Charter (epoline site) Our commitment: All your enquiries are dealt with courteously and professionally and we always take into account any feedback you give us to improve our level of assistance and the usability of the EPO Online Services. We aim to: answer 90% of telephone calls within 20 seconds acknowledge 100% of e-mails, letters and faxes requesting general information about the EPO, the EPC and PCT patent grant procedures and EPO Online Services within 1 working day of receipt resolve 80% of general enquiries about the EPO and the EPC/PCT patent grant procedures within 2 days (95% within 5 days) of receipt resolve 75% of usability issues encountered with EPO Online Services within 2 days (90% within 5 days) of receipt
TRACKING AND TRACING (CRM) CRM system
CRM = Customer Relationship Management CRM CUSTOMERS customer history, profile, behaviour marketing and tech. info YOUR ACTIVITIES WITH THE EPO Emails, Calls, SC activities Visits reports YOUR PRODUCTS OR EVENTS OR PROJECTS WITH THE EPO OLF workshop EPO events Mailings Surveys EPO YOUR PROBLEMS YOUR CHANGE REQUESTS YOUR COMPLAINTS Quality & Complaints management 40% File related 25% General 18% Online products 17% Smart Card
What is CRM? CRM is about building relationships in order to know our customers better and to increase customer satisfaction. CRM is not only a tool but a way of thinking! All customers contacts history in a single view! (e.g. emails, phone calls, visit reports, problems, products in use, participation to events, marketing information) Allows us to be proactive with our customers and give a better service! Introduction
CRM = Customer profile on one page! Marketing and technical feedback
Key Account Managers in ebusiness & User Support manage the relationship with the top 250 filers at the EPO 'accompany the change' from paper to electronic filing promote and support other Online Services - 'cross-servicing' (mainly Online Fee Payment, Register Plus and WegRegMT) manage market research to identify added value to customers provide support materials (user guides, manuals, brochures, e- tutorials and promotional material) organise and provide training at events (Annual Conferences, User Days, Training Days, Technical User Days, customer visits) deal with various general procedural questions and technical issues encountered by their Customers. Often Your 1st point of contact and supports, monitors and redirects Your requests, Your problems and Your queries
Our and Your Key Account Managers Ali Dirgen Brigitte Scholz- Nieuwdorp Gracia Pedrosa Han Hijzelendoorn Mike Lindblom Richard Garvey Julie Cunningham
CRM Helpdesk database Allow us to track and trace customer problem and resolution Help us to be more efficient: ticket management (eliminate bottle necks and constraints) ticket age indication ticket summary status of tickets per responsible group or person automatic reminders for open ticket escalation to 3rd level: other group or person Statistics report: by problem type, by assigned to, by status, by ticket age,... CRM system
CRM Helpdesk database - Tailor made view (by status, by Assigned To, by company,...) - Advanced Search (by ticket n, by date, by customer,...) - Data protection (Complaint management DQMS) CRM system
CRM Helpdesk database What is behind your CRM Ticket N
A tailor made CRM in-box/mail template CRM ticket History CRM system
CRM Events database Annual Technical Users Day EPO Annual Conferences OLF workshops Manage event tracking: invited, accepted, declined, attended CRM system
CRM STATISTIC REPORTS CRM statistics reports
CRM Statistic reports: 2009 PA customer services receives an average of 2600 customer queries per month. Number of CRM tickets created per month in 2009 4000 3500 3000 2500 2000 1500 1000 500 0 Jan-09 Feb-09 Mar-09 Apr-09 May-09 Jun-09 Jul-09 Aug-09 Sep-09 Oct-09 Nov-09 Dec-09 CRM statistics reports
CRM Statistic reports: 2009 In 2009, 30976 CRM tickets have been registered into the CRM Helpdesk database, from which: 40% are on File related queries (53% in 2008) 17% are On-line products issues (EBD, Mailbox, My epoline, My Files, Online Fee Payment, Online Filing, PatXML, Register Plus, Secure File Inspection, WebRegMT) (20% in 2008) 18% are Smart Cards issues (Smart Cards, GPR relations, Data sharing N.O.) (18% in 2008) 25% are General questions (8% in 2008) The measurement of all general questions answered by 1LCS only started from mid-may 2009, which also explain the increase of CRM tickets registered for General questions. and few queries concerning contacts updates, change requests, procedural questions, 1LCS CRM statistics reports
CRM Statistic reports: 2009 EPO efficiency to handle customer queries (ticket closed within 1 day) has increased from 41% in January 2009 to 57% in December 2009. In 2009, 25% of the customer queries could be immediately answered by 1LCS. The rest were immediately filtered and escalated with a priority indicator to the relevant Specialists group, via the CRM ticketing system (e.g. Formalities Officers, User Support, Treasure & Account, CDR, SSO, etc...). It creates a BACK OFFICE awareness.
CRM BENEFITS Benefits of CRM
CRM Benefits Better understanding of our customers and their behaviours: allowing proactive actions (customer training, problem with unit) complete picture of customers: history and future extended knowledge of our customer's behaviour Better efficiency within the EPO on handling customer queries (more transparency, monitoring and statistics) Stronger cooperation between units, departments, DGs General overview on customer activities (external visits, events, surveys and mailings management) Better service towards our Customers through quality control Benefits of CRM
FUTURE DEVELOPMENT CRM next
Next steps Coming soon, customers trying to contact by phone an absent Formality Officer would be able - if wish - to be transferred to 1LCS Implement 1 single point of contact/service for our external customers To extend the User Support Service Charter on epoline website to the whole EPO, link to ISO compliance Focus group formed of external customers to together develop the Single Patent Process (SPP) Programme Increase further our customer satisfaction CRM next
THANK YOU FOR YOUR ATTENTION!
ONLINE SERVICES NEWSLETTER AND USER SUPPORT EPO Online Services Newsletter
Online Services Newsletter launched in November 2007 includes the latest news product updates event information registration via www.epoline.org username/password or smart card "global preferences" "Yes I would like to receive the Online Services Newsletter" EPO Online Services Newsletter
Online Services Newsletter EPO Online Services Newsletter
More information and for all Your Questions www.epoline.org EPO User Support Open: Monday to Friday 08.00 18.00 hrs CET Tel.: +31 70 3404500 Fax: +31 70 3404600 e-mail: support@epo.org More information