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For years we have worked on content management projects, aiming to increase the efficiency and automation of content intensive processes. As the need for automation continues to grow, the pressure from your competitors and the expectations of your customers increase along with it. The survival from this information surge will greatly depend whether your business has the knowledge and tools to enhance customer satisfaction and focus on business growth opportunities. Not only do your customers and partners want prompt, quick service, they’re expecting comprehensive results. However, in order to do so we must have the ability to gather together ALL of the information that we have that relates to the customer. So how do we bring this all together? In this webinar, we’ll discuss how businesses can: gain efficiencies in their business transactions by managing all incoming information in one solution integrate the interaction and responses to your customers in a true end-to-end business process use advanced capture, semantic understanding and self learning to automate and enhance your customer service We’ll also hear how a Kodak Alaris customer is making this work in their business unit – and how you can apply these same techniques in your own organization. Kodak Alaris presenter: Rod Hughes -- GM, Software & Solutions
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In association with: Presented by:
Match Made in Heaven:
The Union of Content Management and
Customer Experience Management
Presented May 7th, 2014
In association with: Presented by:
About AIIM
AIIM is the Global Community of Information Professionals
We provide the education, research, and certification that
information professionals need to manage and share
information assets in an era of mobile, social, cloud, and big data.
Learn more about AIIM at www.aiim.org
aiim.org/training
• Enterprise Content ManagementImprove customer and staff engagement, ensure compliance, and automate business processes.
• Business Process ManagementMap, design, and automate operational processes for your organization using a combination of strategies, change management, and technologies.
• Taxonomy & MetadataOptimize navigation, findability, and information discovery through content classification.
• Information GovernanceCreate an information accountability framework that reduces costs, manages risk, and optimizes value.
• Managing Records & eDiscovery with SharePoint 2013Manage records, ensure compliance, and prepare for civil litigation requests.
• Electronic Records ManagementKnow what to keep and what to discard as volume, variety, and velocity of digital information intensifies.
AIIM Training
• May 15 Toronto, ON, Allstream Centre
• May 20 New York City, NY, Hotel Pennsylvania
• May 22 Arlington, VA, DoubleTree by Hilton - Crystal City
Hear it from the experts! Get the answers to ALL of your questions about using SharePoint 2013 to manage your content.
www.aiim.org/seminars
Secure Your Success
Demonstrate your ability to address and manage today’s information challenges
www.aiim.org/certification
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In association with: Presented by:
Content Automation from End to End:
Proven Tips for Improving your Business
Theresa ResekDirector
AIIM
Michael McBrienPrincipal
Merlion Consulting, LLC
Rod HughesGeneral Manager, Software & Solutions
Kodak alaris
AIIM Presents:
In association with: Presented by:
“Customers expect us to know, and we
DO know, we simply haven’t packaged
the data to know.” Bank Executive
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Disruptive Change
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Customer Experience is about Bridging a Gap
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Disconnectedinteractions
Two Paradigms to Change
CustomerFulfillment
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The Conversation Used to be Simple…
the enterprise
Customer
Contact Center
In Person
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the enterprise
Now There Are Many Channels
Customer
ContactCenter
WebIn Person
MobileSocial
Communities
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Consumers Want to Engage through Multi-channels...
88%of consumers interact
across multiple
channels
48%of consumers state "Better Human
Service" is the best way to improve
cross channel conversations
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Consumers Want to Engage Through
Social Media...
43%believe companies should
solve problems
believe companies should
solicit feedback41%want customer service
through Twitter38%
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Cross Channel Conversation
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Explosive Growth of Unstructured Content
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Silo’d Channels Cause Inefficiencies and Dissatisfied Customers
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Multi Channel Customer Service
CRM
Data
ERP
Manuals
Communications
Experts
Feedback and Response
CaptureRecognize
Classify Extract Process Respond
Enrich
Suggestive Answer
Auto Agent
CaptureRecognize
Classify Extract Process
Enrich
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End-to-end Automation
Process Efficiencies
• Reduce manual workflows
• Automate workflow with advanced classification
• Automation of the entire process incl. integration
with other systems
Customer Experience
• Integrate the Customer Responses
• Provide comprehensive updates at any stage of the process
? i i
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Dynamic Workflows and Self-Learning
Process Efficiencies
• Flexible workflows, not limited to rules
• Optimize processes based on exception handling
Customer Experience
• Understand and react to actual meaning of request
• Provide relevant responses adopted to latest situation
Data
www
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A Real Life Example
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Case Study – Online Car Insurance
Leading online auto insurance company
8,600 employees
10 million customers
€5.5 B($7 B)in premiums
Exclusively processes customer dialogs via email and through their Web portal
Volume of about 50 million per year
Existing correspondence management solution offers limited functionality and cannot cope with increased processing volumes
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Challenges And Goals
Customer and case histories
Largely manual processing
No interface to legacy systems
100 different process categories
High processing volumes – requires stability and performance
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Key Customer Requirements
Automate
Content classification of incoming emails
Identification and extraction of relevant data
Validation against HOST system
Storage in third-party systems
Population of process-specific response templates
Implement
Centralized knowledge base that will also be utilized in self-service on the website
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Realized Results And Benefits
25% Web Inquiry
Automation
80%Automatically
Assigned
40%Automatically
TransferredConsiderable
Time Reduction per Case
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Kodak Info Insight – A Cross-Company Platform
Response
MailroomSelf Service
Knowledge
Web Scout
Accounting
Claims
Mailroom
…
Sales
Mailroom
Customer Service
Marketing
Data Extraction Text Mining
Fuzzy SearchOCR/ ICR
Classification
Data Mining
Data Retrieval
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Key Benefits Of Kodak Info Insight
A single platform handles Multi-channel input
Unparalleled handling of unstructured content
Full automatic input processing
Dynamically adjusts to new business situations
Platform independency and open integration
Reliable, secure solution that grows with your needs
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Discuss further?
See you at booth xxx in the
exhibition hall
Do you want to discuss further?
Contact us:Michael McBrien: [email protected]
&
Rod Hughes: [email protected]
Or Visit our Websitewww.kodakalaris.com
In association with: Presented by:
Questions?
