HOW TO INCREASE THE PERFORMANCE OF SERVICE...

Customer Experience Solution Platform

SERTRACEN

DavidMejiaLozano,MSc.MBA

HOW TO INCREASE THE PERFORMANCE OF SERVICE PROCESSES THROUGH CUSTOMER

EXPERIENCE MANAGEMENT

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WHYCUSTOMERISMORESATISFIEDUSINGONESPECIFICCHANNEL?

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Souce:Deloitte2016

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INTERCHANELCUSTOMERJOURNEYSSTILLPREDOMINANT

Souce:McKinsey&Company

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THEROLEOFTHEBRANCHISSTILLPIVOTAL

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12%

20%

42%

26%

50%Ofpurchasesof

Prepaidmobileproductsoccurinretailstoresvs.Carrier-ownedstore

mobile

online

other store

OfshoppersUsingthecanneltopurchasetelecom

productsandservices

%Source:Optimize,11OmnichannelTrendsinWirelessTelecom

THEROLEOFTHEBRANCHISSTILLPIVOTAL

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TheEffortToAcquireNewCustomers

TheChallengeOfRetainingThem

TheVariousMeansOfIncreasingTheirValue.

REVENUEANDPROFITABILITYPOTENCIAL

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8outof10Consumeruse3ormorechannelstoreachtheirwirelesscarrierforcustomerservice

Source:Optimize,11OmnichannelTrendsinWirelessTelecom

OMNICHANNELACCESSISTHETREND

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Source:Forrester,"MakeOmnichannelACornerstoneOfYourTelecomDigitalTransformation"

OMNICHANNELACCESSISTHETREND

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ENDTOENDOMNICHANELSERVICEPROCESSAPROACH

ExperienceProcess

CUSTOMERNEED

SERVICEDELIVERED

Definecustomersegmentsandneeds

Definespecificationsforservicesdelivered

DesignServiceExperienceProcess

DefineChannels DefineprocessLogicalrules

AutomateProcessOrchestration

AutomateExperienceMonitoringandMeasurement

GatherProcessIntelligenceAndImproveEffectivenessandEfficiency

OmnichannelExperienceProcessDevelopment

Planresourcesandskills

B2C•  PrePaid•  PostPaid

B2B•  SMB•  Enterprise

CulturalChange

SALES•  Newaccounts•  Upsales•  CrosssalesRETENTION•  Churn•  Renewals

CUST.CARE•  AccountMgt.•  Support•  Complaints

EXPERIENCE•  Steps•  Sequence

ONEPROCESATATIMEAVOIDSILOSINTEGRATE•  Engagement•  Front•  BackOffice•  Delivery•  OutboundUSEANALISYSANDMODELINGTOOLS

MIXOFDIGITALANDTRADITIONAL•  Convenience•  Cost•  Effectiveness

IDENTIFYTHECUTOMER•  FaceRecognition•  Biometrics•  SMinfo•  Username

FLOWRULES•  Chanel

transfers•  Splitsand

joins•  Scheduling

VALUEPRIORITIZATIONMGMTALERTS•  Conditions•  Thresholds

CUSTOMERNOTIFICATIONS

RESOURCEPLANANDSCHEDULING•  Human•  Material

AGENTSSKILLS•  Crossfunctional•  Crosschannel

CUSTOMEREXPERIENCEBPMINTEGRATION•  DigitalChannels•  CRM•  UI•  BOT

DIGITALMARKETING•  Conditioned•  Multichannel

HRMULTICHANNELOPERATION•  VAgent

SERVICE•  SLAE2E•  SLAStep•  ServiceLevel•  Performance•  Efficiency

QUALITY•  Survey•  Recording

SALES•  Closing•  Abandon

ProcessVs.ChannelMgmt.HRMgmtCustomer

ANALYTICS•  Descriptive•  Diagnostic•  Predictive•  PrescriptiveCONSULTING•  Lean•  Reengineering

MODELING•  Simulation

INNOVATING

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CUSTOMER EXPERIENCIENCE BPM

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Customer ExperienceIntegrate Web to the costumer flow

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Customer Experience

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https://EMEA.es/es/

Customer ExperienceIntegrate ATL to the costumer flow

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Ommichannel - Unichannel

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Social Queueing

Hola,megustaríaquemeproporcionaranmásinformaciónsobresuserviciodeinternet.

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Social Queueing

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Call Center

Call Center

IVR

Calendarización de llamada de seguimiento

Back Office

SI

NO

Finalización del proceso LíneaMóvil<Reclamos

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Marketing One 2 One

Pop up @Agent Desk

Display

Ad by Ticket

GustavoAcost

a

SMS

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CXM Branch Flow

3

1

2

4

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CXM Branch Flow

31

2

4

All Right Reserve 2017 |ACF Technologies © | Confidential

CXM Branch Flow

3

1

2

4

Todos los Derechos Reservados 2017 | ACF Technologies © | Confidencial

CXM Branch Flow

3

1

2

4

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CXM Branch Flow

E-Ticket

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Analytics /Monitoring/Simulation

THANKS