Customer Engagement CRM Rapid, Smarter, Personalised Customer Service Customer Engagement CRM Unified Agent Desktop Dialling and Campaign Management Knowledge Base Digital Self-Service Reporting and Analytics
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Customer Engagement CRM Rapid, smarter, personalised service Today s customer now demands their enquiries to be answered and problems solved immediately and professionally whilst receiving a personalised customer experience. Research suggests that if a customer doesn t receive the level of customer service they expect, 70% will swap to a competitor. To meet this growing demand advisors need to be equipped with extensive customer data from multiple back office systems and databases and have access to multimedia channels to create a single view of the customer. This enables the agent to not only provide the answers to their current enquiries but also be able to predict other service the customer may require or alert them of any issues. With 20 years of innovation in the customer service space, mplsystems has developed a unique customer engagement solution that addresses these challenges. This solution does not simply provide a view of customer data as would a CRM solution, instead it brings together multi-media communications and all relevant, contextualized customer data with embedded business process management. Identifying each transaction type and delivering it to the right agent with all appropriate customer data enables agents to do their job efficiently whilst ensuring upsell, cross-sell and proactive service. Each customer engagement solution may include CRM and case management, unify underlying systems and incorporate dialling, campaign management and knowledge bases. Data may be held within the mplsystems application itself or alternatively the application will deliver the data from underlying systems through a tight integration with common CRM, ERP, accountancy and other applications. Customer Engagement CRM Unified Agent Desktop Dialling and Campaign Management Knowledge Base Digital Self-Service Reporting and Analytics mplsystems Customer Engagement CRM www.mplsystems.co.uk 3
Technology overview Customer Engagement CRM Unified desktop mplsystems unique customer engagement desktops brings together multi-media communications and all relevant, contextualized customer data with embedded business process management. By identifying each transaction type and delivering it to the right agent with all appropriate customer data, enabled agents to do their job efficiently whilst ensuring a seamless customer journey. mplsystems unique unified agent desktop brings together multiple sources of customer data, with CRM and multi-channel communications in a simple, intuitive interface providing a single customer view. Each unified desktop will guide the agent through all processes to complete a customer transaction, manage workflow and present contextualised data to improve performance and excel in customer experience. Dialling and Campaign Management mplsystems offer unrivalled flexibility in campaign management and dialling solutions, allowing the business to support existing customers whilst following up new sales opportunities. The solution can rapidly load data and set up new campaigns and includes a range of hosted dialler options can be configured and used concurrently, including; preview, progressive and predictive dialling. 4 mplsystems Customer Engagement CRM www.mplsystems.co.uk
Knowledge Base Digital self-service mplsystems knowledge base is a dynamic resource which ensures that all the answers to your customer s questions are available instantly via the website or contact centre, ensuring consistency across channels. A free text search presents the customer or agent with topics, related articles and FAQ style responses. All knowledge is centralised and adding new content or updating content is simple. mplsystems digital self-service solution can not only answer questions but also fully process simple requests such as account changes, password resets, stock information or issuing forms. From a customer perspective not only do they receive an immediate response but also clarification questions can be asked to ensure the human touch is retained within the customer experience. Reporting & Analytics mplsystems provides standard, manual and automatic reports that are completely configurable to suit the needs of each individual business. Our Reports Factory is designed to give users constant feedback on performance and complete control over configuration and includes an integrated business analytics engine combining traditional call centre data with key business information. mplsystems Customer Engagement CRM www.mplsystems.co.uk 5
Customer Engagement CRM Provide your agents with all the tools they need to deliver exceptional customer service. One of the reasons why organisations find it hard to draw together the different elements they need to deliver truly joined up customer service has been their over-reliance on enterprise CRM solutions. While CRM databases are a powerful resource, it has become increasingly clear that their complexity, depth of data and speed of access makes them inherently unsuitable for the immediate day-to-day needs of contact centre operations. Providing excellence in customer engagement whilst getting the best from your contact centre staff means giving your agents a simple, intuitive interface, which brings together not only contact channels and CRM in a single application but also all customer data from back office systems. mplsystems unique customer engagement desktops brings together multi-media communications and all relevant, contextualized customer data with embedded business process management. By identifying each transaction type and delivering it to the right agent with all appropriate customer data, enabled agents to do their job efficiently whilst ensuring a seamless customer journey. Each agent desktop will guide the agent through all processes to complete a customer transaction, manage workflow and present contextualised data to improve performance and excel in customer experience. As a result of mplsystems strong performance and continued innovation in customer service CRM and customer support applications they have been positioned in the 2015 Gartner Magic Quadrant Customer Engagement CRM alongside Salesforce, Microsoft and Oracle and are one of only two European vendors included. Key Benefits + Customisable CRM built around specific business processes + Improve agent productivity through simplified usability + Integration with systems across the entire business + Provides case management, CRM and communications within a single application 6 mplsystems Customer Engagement CRM www.mplsystems.co.uk
Case Study Fitness First has grown to become one of the world s largest gym, health and fitness club groups with over 1 million members, more than 380 Fitness First clubs across 16 different countries and 85 clubs in the UK. The business was keen to improve customer contact performance, however the combination of its legacy call delivery system and CRM-based member management system made it hard for agents to gain access to the information they needed. While we held all the necessary information in-house, it was really hard for our agents to get hold of a customer s details during a call due to the lack of integration between our systems, commented Fitness First s Performance Manager, Emma Stark. This had an inevitable impact on first contact resolution and overall levels of customer satisfaction Working with mplsystems, Fitness First has now implemented a powerful customer engagement solution, aggregating relevant customer data from the company s multiple CRM and member databases along with communication channels. For the first time Fitness First have a single, integrated desktop application, managing calls and emails and also providing access to all the information needed to resolve customer enquiries first time. The results has been dramatic improvement in first call resolution targets, elimination pf repeat calls and a great improvement in agent productivity. mplsystems Customer Engagement CRM www.mplsystems.co.uk 7
Unified Agent Desktop Improve agent productivity by over 25% with a unified agent desktop. The contact centre is awash with new technology: CRM systems, email tools, order processing tools, web chat, diallers or trouble ticketing applications. However the lack of integration between these systems means that the two principal benefits that they should bring to the business, improving customer experience and reducing costs and inefficiency, are too often not realised. Instead, agent s time is spent manipulating systems and data rather than talking to the customer and resolving their issues. mplsystems unique unified agent desktop solution manages communications channels and provides CRM and back office integration in a simple, intuitive interface providing a single customer view. The platform is built to enable rapid and simple integration thereby enabling Big Data from many different systems and databases applications to be presented in a visual way in a single agent application. This data may be from ERP, accounting, stock control or marketing systems. Each agent desktop will not only present agents with this contextualised data, but also guide the agent through all processes to complete a customer transaction. the result is a dramatic improvement in staff performance typically 30-40% and a transformed customer experience. The key to a true unified agent desktop is that it is created specifically for the requirements of the individual organisation and so will guide the agent through the multitude of call types they will receive. Key Benefits + Rapid response to customer requests across all channels + Creating a single view of the customer for the agent + Improve customer satisfaction, loyalty and upsell as well as agent retention 8 mplsystems Customer Engagement CRM www.mplsystems.co.uk
Case Study Global Blue, the experts in international shopping and spending, operate across 43 countries with 250 customer service points in the world s major airports and shopping destinations. The business processes over 31 million Tax Free Shopping and Currency Choice transactions per year resulting in the customer service operation handling over 270,000 inbound and outbound calls and emails from travelling shoppers around the world. Dealing with a large amount of customer transactions across multiple countries, Global Blue needed a complete unified desktop solution that would encompass specific needs such as language translation, call and email management and access to back office applications. Agents had no central contact and customer database, client details were held across multiple systems. mplsystems completely understood our requirement for an agile solution that could integrate all our agent desktop, call and email routing and back office integration needs. Since deployment we have already significantly shortened the time it takes to handle each customer email or call by almost 30% - simply by providing our agents with streamlined access to the information and processes needed to support the customer journey. Global Blue Vice President, Jeremy Taylor The new customer engagement solution from mplsystems helps simplify complex interactions: for the first time agents have immediate access to relevant customer data on their desktop, providing them with information from multiple front and back office systems. The desktop combines 95% company processes in a sing application, providing 20% improvement in staff efficiency whilst reducing processing times from days to hours. mplsystems Customer Engagement CRM www.mplsystems.co.uk 9
Dialling and Campaign Management Support existing customers whilst following up new sales opportunities. Contact centres performing sales, service and marketing or a mix of these activities, require a degree of flexibility that allows them to manage multiple campaigns, both inbound and outbound with different dialling modes. However many companies are still relying on rigid, inflexible traditional diallers. mplsystems offer unrivalled flexibility in campaign management and dialling solutions, allowing the business to support existing customers whilst following up new sales opportunities. The solution can rapidly load data and set up new campaigns whilst being able to set varying priorities for multiple campaigns and different media types. A range of hosted dialler options can be configured and used concurrently, including; preview, progressive and predictive dialling. Campaign data can be loaded from multiple external databases and can be combined, de-duped and delivered to agents. Alternatively campaign calls can be triggered dynamically at a certain point in the customer journey, for example when an annual service is due. Outbound calls can also be triggered by workflow items such as call backs set as a result of a previous customer enquiry. When the call is assigned to an agent they are presented with a full view of the customer and all customer service history. intelligentcontact seamlessly combines in and outbound and multi-media transactions ensuring that should there be a lull in inbound calls, outbound campaign calls could be delivered to a customer service team. Key Benefits + Three mixable dialling modes: preview, progressive and predictive + Seamless blending of multiple campaigns within the contact centre + Provides the flexibility to suit changing campaign demand 10 mplsystems Customer Engagement CRM www.mplsystems.co.uk
Case Study Babcock International Group (Babcock) is the UK s leading engineering support services company. Its Education & Training business provides government-funded apprenticeship and technical training to a range of sectors across the UK. Their contact centre operates in a complex sales environment with constantly changing sector and regional targets and differing eligibility criteria. Until recently, the process of generating new leads was a heavily manual one, reliant on spread sheets and leading to inefficiencies in agent time. As a result of the new system, our success rate has increased by 30-40% due to the automation which enables our agents to spend more time with employees and candidates. We wanted a system which could adapt to what we needed as opposed to us adapting to what the system provides. We had a good idea of want we wanted, but where mplsystems really helped us was by saying you can also do this which, from a technology perspective, were things we were not even aware would be possible in our business. said Simon Barber, Operations Manager for the Contact Centre at Babcock International Group. mplsystems challenge was to convert the complexity of Babcock s campaign requirement into a simple interface and contact solution for Babcock s contact centre agents. The resulting platform manages both the campaign data and lead generation process by focussing agents on specific industry sectors and regions, according to constantly changing targets. As a result of the new system, Babcock has improved their success rate by 30-40% due to the automation which enables agents to spend more time with employees and candidates. mplsystems Customer Engagement CRM www.mplsystems.co.uk 11
Knowledge Base According to Gartner 20-25% of agent s time in customer support is wasted trying to find the information they need to respond to customers. 40% of calls into call centres could be deflected if customers could more easily find the information they need online. Customers demand an accurate response to their queries, first time and without delay. However, for agents, this isn t always as easy as it sounds and they have to waste valuable time trying to find the information they need from several different places across the business such as databases, manuals and even other agents whilst the customer waits on hold. mplsystems offer knowledge base solutions for contact centre agents and online selfservice solutions, ensuring both agents and customers always have the most relevant and up to date content to hand. mplsystems knowledge base is a dynamic resource which ensures that all the answers to your customer s questions are available instantly via the website or contact centre, ensuring consistency across channels. A free text search presents the customer or agent with topics, related articles and FAQ style responses. All knowledge is centralised and adding new content or updating content is simple. Requests via contact centre staff can result in new content or queries via the online portal may result in new content being added, all is subject to flexible publication controls. Key Benefits + Fast, accurate and consistent answers to customer enquiries whatever the channel + Online self-service knowledge base for customers reduce the load on contact centre + Promotes use of best practice and shared learning throughout the organisation 12 mplsystems Customer Engagement CRM www.mplsystems.co.uk
Case Study Working with a single agent desktop has helped to improve all aspects of our operational performance. We ve seen a step change in performance improvement not only encouraging effortless conversations with our customers but also ensuring that we can keep on increasing our service agility. Applying the functionality of the mplsystems desktop to our streamlined processes is making a real difference we re becoming much more efficient at allocating jobs, we re completing those tasks quicker, and our front-end staff are much more knowledgeable. We re also starting to see some real KPI improvements. Lee Dobbins, General Manager, Balfour Beatty Workplace NOC Balfour Beatty Workplace and Cofely have recently merged businesses to enhance their joint offering in the energy, technical, business processes and facilities management areas. Critical to the success has been the contact centre technology. To this end, the company was keen to identify a solution that could offer a dedicated customer handling and CRM system tailored to their needs, rather than an off-the-shelf package that would require expensive implementation and customisation. mplsystems Customer Engagement solution draws together a range of different client data to provide agents with a simple and easy-to-use solution for all interaction handling. Using a unified desktop approach provides agents with a true, single view of client activities, and since its deployment Balfour Beatty Workplace has seen a massive increase in service levels. Business Benefits + Response Rates: 18% improvement + Rectification payments: 25% reduction + Performance SLAs: 28% improvement + Efficiency Savings: 515k in just nine months through efficiency savings and penalty reductions + Reduction in non-value-add calls: 2,000 a month mplsystems Customer Engagement CRM www.mplsystems.co.uk 13
Digital Self-Service Reducing agent workload and contact centre costs with selfservice. Customers are increasingly demanding control via self-service, in fact by 2018 Gartner Predict that 2/3 of customer service interactions will be self-service, a massive shift from today where the majority of requests involve human interaction. Businesses who fail to offer simple online or mobile app customer service will lose customers to competitors who are already offering these solutions. Customers using website or mobile devices can get instant answers to questions by Ask Us or knowledge base solutions using mplsystems leading intelligentresponse solution. Advanced Natural Language Processing text analytics will ensure any simple requests are responded to immediately whilst seamlessly escalating more complex requests to live agents for assisted service. Agents are equipped to provide immediate and personalised response via their desktop which will be populated with all customer history and related interactions whatever the channel. The intelligentresponse automation engine can not only answer questions but also fully process simple requests such as account changes, password resets, stock information or issuing forms. From a customer perspective not only do they receive an immediate response but also clarification questions can be asked to ensure the human touch is retained within the customer experience. Meanwhile from a business perspective the contact centre is relieved of high volumes of simple, repetitive requests and agents can focus on customers and resolving more complex requests. What really sets intelligentresponse apart from previous text automation is that it can be set up and configured to respond to and process several types of text interactions in a matter of hours. The system offers a simple editor which enables staff in the contact entre to configure and modify the way in which interactions are responded to and the workflow actions that are initiated. Key Benefits + Simple Ask a question options for websites and mobile devices using advanced text analytics to respond to and process requests + Knowledge Base and self-service web portal solutions for online service + Automated web chat and email response processing + Extensive suite of mobile customer service app templates designed for simple integration into current contact centre processes. + Seamless transfer to agent assisted service for complex requests 14 mplsystems Customer Engagement CRM www.mplsystems.co.uk
Case Study New Parent Free Life Cover was an initiative that we wanted to launch to market quickly but with complete confidence in our ability to cope with potential demand, given that there are nearly 800k births in the UK each year. mplsystems were able to meet our key requirements software development and data hosting and showed great flexibility and responsiveness when working with Aviva. Paul Dalgliesh, Head of Protection, Proposition, Aviva Aviva is the world s sixth largest insurance company providing customers with insurance, savings and investment products. They are the UK s largest insurer and one of Europe s leading providers of life and general insurance. As an established partner of Aviva, mplsystems works with Aviva and their partners on the design and deployment of individually branded customer experience portals to manage the entire customer journey. These solutions bring together digital self-service with email handling and the call centre. The initial project for Aviva s own New Parent life insurance product saw the launch of a public web portal that provides access for new parents to free cover. The second phase of the project was to re-brand the portal to enable Aviva partners, including Family Investments and The Post Office, to offer the same product via their own web sites. Drawing on their customer experience expertise gained in the contact centre solutions environment, mplsystems has created an intuitive, easy-to-use screen which belies the complexity of the processes happening in the background. The data management applications driving each portal securely capture customer data, integrate with Aviva s back office systems to create new policies, provide policy documentation, deliver management information and capture any additional marketing information provided by the customer as they interact with the portal. mplsystems Customer Engagement CRM www.mplsystems.co.uk 15
Contact Centre Reporting & Analytics Transform the clarity and transparency of key business information. Call centre metrics has always been a well-discussed topic in the industry. However, despite the large amount of industry research and advice available, contact centres are still struggling to really understand what metrics they should be using and how to create actionable insight to improve performance. To improve business performance, managers need to capture and analyse data from across their organisation in a report specific to their business and goals. mplsystems provides standard, manual and automatic reports that are completely configurable to suit the needs of each individual business. Our reports factory is designed to give users constant feedback on performance and complete control over configuration and includes an integrated business analytics engine. The solution provides businesses the ability to extract traditional call centre data, alongside CRM and other customer data and combine it with key business information to create reports which truly reflect the KPIs of an individual business. Key Benefits + Point and click configuration tools for customised reports + Technical access level for specific data management across multiple databases + Scheduler ensures timely delivery of information + View long term trends + Integrated reports from multiple data sources 16 mplsystems Customer Engagement CRM www.mplsystems.co.uk
Case Study We selected mplsystems service management solution because it provided us with all the benefits and cost-effective performance of an off-the-shelf application, while also providing the ability for us to customise our new solution to match the specific requirements of the business particularly in the important area of reporting. TCSJOHNHUXLEY is the world s leading manufacturer and supplier of end-to-end live gaming solutions and services. The company offers the industry s most comprehensive portfolio of live gaming and electronic gaming products, from quality, handcrafted furniture through to cutting-edge technical equipment that enhances the overall gaming experience, profits and security. After looking at a range of different solutions, TCSJOHNHUXLEY selected a cloud-based service management solution from mplsystems that integrated all its customer contact, service management, parts management and engineer scheduling activities. With our previous more manual process, we wouldn t necessarily have visibility of a repeat failure with a particular product or component. Now with our mplsystems field service solution we re able to generate automatic alerts or analyse data to proactively replace components prior to failure or determine a manufacturing fix. Business Benefits + Increased visibility & accurate data + Efficient customer service + Improved first time fix rate + Customer satisfaction greatly improved + Optimised engineer allocation + Proactive optimisation of planned maintenance and manufacturing mplsystems Customer Engagement CRM www.mplsystems.co.uk 17
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