© 2013 Copyright Restricted. Kobus van der Westhuizen CEO & Founder Mobile: 0829040234 [email protected]

© 2013 Copyright Restricted.

Kobus van der WesthuizenCEO & FounderMobile: [email protected]


Analytics – Strategic Advantages


Integrated Analytics • Create Customer Service Insights from BIG Data Analytics• Innovate, Transform & Improve

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Analytics + Insights + ActionRight Information, at the Right Time, in the Right Format, with the Right Insight.......

Customer Experience Analytics

(VOC Feedback)

Customer Journey/Value Chain Analytics

(What's going wrong?)

Customer Interaction Analytics

Who; Why & When

The Analytics

Consolidated Analytics Hub

Real Time Dashboards & ALERTS

The Insights The Actions

Proactive Customer Engagement

(Stop trending calls by 10%)

•Send Notifications to stop trending call volumes

•Send Messages Proactively to Eliminate Reasons for Calls

•Call Outbound to Engage Proactively

Fix the Supply Chain/Value Chain

(Stop reasons for calls by 10%)

•Identify Reasons for Calls•Root Cause Analysis•Fix the causes:

•Billing•Activation•Delivery/Installation

5

Interaction Analytics: Continuous Service Improvement

Hot Topics

blog

web

Watch for trends and identify problems

Alert

FindRoot Cause

Ongoing Monitoring

•Proactive Communication •Real-time guidance•Process automation• Targeted coaching• Process correction• Adjust product or service

•Proactive Communication •Real-time guidance•Process automation• Targeted coaching• Process correction• Adjust product or service

Analyze Every Interaction• Phone, email, chat, social media• Words and phrases• Emotion and sentiment• Talk-over and silence• Holds and transfers

Analyze Every Interaction• Phone, email, chat, social media• Words and phrases• Emotion and sentiment• Talk-over and silence• Holds and transfers

0 25 75 100Agent BehaviorProcess InefficiencyKnowledge Gap

Product Issue

20

40

60

80

androidamazon

facebook

googleApp store

Angry birds

youtube

madonnaweb

Categorize Interactions

Take Action

Customer TOUCH Hub

Network Billing CRM

Trigger Data Management (Automated or Manual)

Data Systems

ManualMessages

Automated Triggers

Alerts to BusinessVOC

Feedback

Social Media

Call Analytics Touch

Database

•Alerts•Campaign

Management

Business Unit

• Marketing/Specials• Customer Service• Sales• Activation

• Collections• Retentions• Supply Chain • Rewards Campaigns

Business Units

Create Messages•Template•Custom

Select Channel•Sms/MMS•E-mail•Twitter•Voice

BLAST

TOUCH Application

Filter Customer Groups•Segments•Areas•Packages

•Who?• Segments

•Why?• Reasons

•When?• Trending

Call Types

Real Time ALERTS

& Dashboards

Team Monitor & Manage

Customer Innovation Hub

Eliminate Inbound Calls, Repeat Calls &

Increase Customer Sat.

Fix Reasons for Calls &

Eliminate Inbound Calls


Case Study: Large Telco Company

Mandate

Identify Improvement opportunities through Voice Analytics in an Inbound Sales Call Centre:1.Why (Reasons) and When (Trending) are customers calling?2.“In Call” analytics for Sales Effectiveness3.Agent Effectiveness analytics – per agent

Result & Benefits

The following benefits opportunities were identified:1.More than 50% of calls was service related2.FCR very low due to an Inbound Sales Centre – not geared for service calls3.Sales culture and atmosphere impacted by irate customers 4.Genuine sales calls analytics resulted in:

• Conversion improvements of 22%• Per Agent sales effectiveness analytics – Identified training needs• Provided real time analytics on Conversions,& Process compliance

Analytics: Voice Analytics

8

83% of contacts are “service” calls

9

Repeat Calls is the leading reason of DSAT

10ATT DSAT call volume

DSAT increases AHT by 67%


Example ROE for Interaction Analytics (Per Annum)

ROE CalculatorNumber of Calls per annum 3,600,000 AHT/Minutes 5Cost per Call R 25 Cost Per Minute R 5.00Sub Total R 90,000,000 R 25.00% Improvement 10%Total ROI R 9,000,000

Customer Service Budget R 0 AHT/Seconds 300% Improvement 5% Cost Per Second R 0.830Total ROI R 0 R 25.00

Sales Budget R 100,000,000% Improvement 3%Total ROI R 3,000,000

Collections R 100,000,000% Improvement 3%Total ROI R 3,000,000

Total Savings/Revenues R 15,000,000


Customer Journey Insight Model

Analytics Platform

Consumer Data

Analytics

Customer Sales

Product Activation

Customer Service

Field Service

Up Sales

Customer Retention

Revenue Recovery

3-5%

3-5%

5-10%

3-5%3-5%

3-5%

3-5%

*The Secret Sauce (The 35 Right Questions to ask – SMAC combines its over 40 years of customer facing experience and has formulated a recipe to “get it right”. We have 35 questions which we look at in the lifecycle of your customer. And it is through this information that we are able to provide the improvements.

35 Customer Journey Questions will save 10% in Total Cost to Serve

3-5%

3-5%

5-10%

3-5%3-5%

3-5%

3-5%


Case Study: Retail Commercial Bank

Mandate

Map and Analyze the Customer Journey throughout the value chain to identify:1.Process and System Inefficiencies2.Cost Reduction3.Improved Customer Experience4.Proactive Customer Engagement Opportunities

Result & Benefits

The following benefits opportunities were identified:1.Efficiency gains of between R8 million and R10 million per annum over 5 years, totaling R50 million.2.Elimination of 10% of inbound calls.3.Resource efficiencies of between 15 and 20%4.Increase in Customer Satisfaction of between 5% and 10% (VOC)5.Increase in revenues of approximately R50 million per annum

Analytics: Customer Journey Improvement

Activation Welcome Customer Service

Up Sell/Share of Wallet

RevenueRetention

Credit Management

Customer Intelligence

Continuous ImprovementMarketing

Bank Customer Journey Map

Cus

tom

er I

nter

actio

nB

usin

ess

Pro

cess

Sys

tem

/Pla

tfor

m

Branch Activation

Eff

icie

ncy

Que

stio

ns

• Immediate banking• No Paper

1. Track Calls within 2 weeks?

2. Track Feedback?3. Improvement strategies

based on Feedback?

1. Welcome & # for CS2. Channels to Bank3. Banking Better4. Improve Personal

Banking5. Compare Fees6. Prime to Switch

1. Within 2 weeks2. Satisfaction?3. Process Followed?

SMS System

Branch Manager Welcome

Welcome SMS’s (8 Weeks)

Customer Welcome &

Feedback Calls

On Line System

On Line Application

Card & PIN Issued

Accounts Transfer

Debit Order Activated

Salary Transfer Account Active

1.What is the conversion ratio at branch between walk in & account activation? Why?

2.Why are people walking in? What Questions do they ask?

3.What is completing ratio of walk ins to complete process FPR? What drainage and time lapses between walk ins, & FICS docs? Why?

4.Do you track productivity & efficiency in the branches same as the call centres?

3rd Party Call Management

System

Cus

tom

er I

nter

actio

nB

usin

ess

Pro

cess

Sys

tem

/Pla

tfor

m

Branch Activation

Eff

icie

ncy

Que

stio

ns




SMS System

Approved

Poor Credit

Auto Credit Check

6.What % applicants don’t have all FICS docs?

7.How many FICA document repeats per application?

8.What is average delay in FICA docs? What impact on recalls? What impact on conversion?

AROD

Not Approved

Internal Rules

Receive FICA Docs

Notify Applicant

• On Line Process• Supporting Paperwork at Branch

Complete Affordability

Questions

ApprovedNot Approved

Branch Manager Welcome


Customer Welcome &

Feedback Calls

On Line System

11. Do you track Customer Intelligence across this Process?

12. Continuous Improvement across this Process?

1. What is the conversion ratio at branch between walk in & account activation? Why?

2. Why are people walking in? What Questions do they ask?

3. What is completing ratio of walk ins to complete process FPR? What drainage and time lapses between walk ins, & FICS docs? Why?

4. Do you track productivity & efficiency in the branches same as the call centres?

5. Who & How do you notify applicant not successful?

9.Track Calls within 2 weeks?

10.Track Feedback?11.Improvement

strategies based on Feedback?

3rd Party Customer Call Management

System

Cus

tom

er I

nter

actio

nB

usin

ess

Pro

cess

Sys

tem

/Pla

tfor

m

On Line Activation

Eff

icie

ncy

Que

stio

ns

• On Line Process• Supporting Paperwork to follow separate

Notify Applicant

Call for FICA Documents

1.Calls for Documentation currently ONCE a day. Need More frequent??

2.How accurate is Call Management System? Contact rate? Follow up accuracy? Drainage?

3.How many calls for documents per application?

4.How many repeat calls for what reasons?

5. What is average delay in FICA docs? What impact on recalls? What impact on conversion?

6. What is efficiency of Calls re “ Affordability Checks?

7. How integrated & efficient is the call management system?

8. Who calls for the docs? Branch consultants or call centre?

12. Is Call Management System integrated with On Line System? Automated?

13. Can you log interaction history and process updates?

14. Does it Report real time on productivity & efficiency?

13. Do you track Customer Intelligence across this Process?

14. Continuous Improvement across this Process?




SMS System


Customer Welcome &

Feedback Calls

3rd Party Customer

Call Management

System

On Line System

Approved

Poor Credit

Auto Credit Check

AROD

Not Approved

Internal Rules

Receive FICA Docs

Not Approved

Call to Complete

Affordability Questions

Capitec Customer Call Management

System

Complete Affordability

Questions

Approval Call

Approved

Activation Welcome Customer Service Up Sell Retention Credit

ManagementCustomer

IntelligenceContinuous

Improvement

1.What is the conversion ratio at branch between walk in & account activation? Why?

2.Why are people walking in? What Questions do they ask?

3.What is completing ratio of walk ins to complete process FPR? What drainage and time lapses between walk ins, & FICS docs? Why?

4.Do you track productivity, efficiency and costs in the branches same as the call centres?

5. Do you track Walk In behaviours of prospects? Who, Why, When & What?

1.Track Calls within 2 weeks?

2.Track Feedback?3.Improvement

strategies based on Feedback?

4.What Calls & Volumes does the Call Centre attract due to Activation & Welcome Process?

1.Do you receive REAL TIME Customer Intelligence across Value Chain?

2.Can you track Intra-Day; Intra-Week; Intra-Month and Seasonal behaviours across the Value Chain?

3.Do you know HOW your customers want to be serviced? Have you asked them?

4.What media do they prefer?

5.ProActive Customer Research?

1. No Cross Functional Dashboards available to management.

2. No “Causality” modelling capability to management.

3.No accurate and real time Data to develop Pro Active Continuous Improvement across Value Chain?

Marketing

1.What Calls & Volumes does the Call Centre attract due to Marketing? i.e Info & Process?

2.How effective does the company manage these queries?

3.Is there a ProActive Communication Engine to prevent these calls?

1.Currently zero analytics around Who, Why, When and How your customers are interacting with your value chain.

2.No tracking exist for Intra-Day; Intra-Week; Intra-Month and Seasonal .

3.How do you do Cause & Effect Analysis across the Value Chain?

4.Can you predict accurate call arrivals per skill required to service customers “ Right First Time”?

5.How accurate is your resourcing against these arrival patterns, per skill, currently? Do you track that?

6.Have you done a functional “Load Balance” scenario model across all the customer interaction points? (Sales, Service, Retentions & Collections).

7.Ineffective CRM system. Limited Reporting.8.No “Single View” of the Customer9.Not tracking VOC

1.Do you segment customers?

2.Do you service through ALL channels including Social Media?

3.Do you have a ProActive Communication or Service capability?

4.What is your average “cost per call”?

1.Branches calling 250,000 leads per month?? Current Effectiveness at Branches??

2.Conversion ratios of opportunities at branches?

3.Inadequate Lead & Sales Management System

4. Limited Tracking & Reporting?5.When are highest propensity to

sell?6.Sales through Service strategy?

Branch and Call Centre?7.Upsell & Customer Profiling for

other products on system?

1.No Retention strategy in place? (Not Loyalty Program).

2.No capability or ability to impact defaults proactively. (Cost of Retention vs Cost of Defaults?)

3.Do POC on ROE of a retention desk.

4.Combine Retentions Desk with Proactive Marketing/’Customer Intelligence gathering

1.What is current ROE Ratios (30/60 & 90 Days )

2.What are current Effectively Ratios? (30/60/90 Days)

3.What are current Propensity to Default Analysis?

4.What are currently the highest Propensity to Pay days of the month?

5.What are the current resourcing models? (Intra-Day; Week; Month and Seasonal?)

6.What is current “Cost Per Productive Hour”?

7.What is current Effectiveness to Collect per Productive Hour? Actual Cash paid. Not PTP.

1. Cost per Activation?2. Cost per Productive Hour?3. Average Profit per Customer? (Accounts

& Credit?)4. Branch Productivity & Efficiency?5. Opportunity costs?

1. Cost per Average call?2. Total “Cost to Serve”?3. Cost per Productive Hour?4. Productivity and Efficiency?5. FCR rate? & “Right First Time Rate”?

1. Cost of upsell?2. Accuracy of upsell?3. Conversion rates at

Branches?4. Contact rate vs

leads?

1. Cost of Collections?2. Effectiveness

Ratio?3. Propensity to

Default?4. Resourcing vs.

Propensity?

1. TCO for all functions?2. Cost of Causality

between Functions, Process inefficiencies and system inefficiencies?

3. ROE analysis for Projects to Improve?

Efficiency Questions: Consolidated


Efficiencies & Cost Reduction StrategiesIm

pro

ved

Cu

sto

me

r E

xpe

rien

ce

Improved Efficiencies / Cost Reduction

Rightsizing Real Estate

Right Sizing Resources (WFM)

Call Avoidance

Relocation Labour Arbitrage

Proactive Care - Voice

Multi Skilling

FCR

Repeat Call Reduction

Proactive Care - Digital

Process Integration/Call Demand Balancing

FCR Process ImprovementsSupply Chain Improvements/Call Avoidance

Reduce Property Lease Liabilities

CAPEX to OPEX

SMART Apps/Simulation - FCR

Training Efficiency/Speed to Quality

Customer Segmentation Service StrategyCustomer Journey Analytics/Improvements

VOC Analytics/Improvements


Improvement Run Rate


Efficiency Numbers

Initial Areas Identified with assumptions % Gain Yr 1 % Gain Yr 2 % Gain Yr 3 % Gain Yr 4 % Gain Yr 5Accurate WFM 5% 5% 5% 5% 5%Multi Skilled Groups 2% 3% 2% 2%IVR Self Service Penetration 1% 1% 1% 1% 1%Call Avoidence/Pro care 1% 1% 1% 1% 1%Management Ratios 1% 1% 1% 1%Increase in Lead Sales 1% 1% 1% 1% 1%Increase in Branch Conversions 1% 1% 1% 1% 1%FCR with SMART Applications - Reducing Repeat Calls 1% 1% 1% 1%

Annual % Gain 9% 13% 14% 13% 13%Annual OPEX Payable R 100 000 000 R 100 000 000 R 100 000 000 R 100 000 000 R 100 000 000

Annual Gain R 9 000 000 R 13 000 000 R 14 000 000 R 13 000 000 R 13 000 000

Effeceinecy Gains (Areas and numbers provided by Company A as an initial gestimate)


ROI for Voice Analytics (Per Annum)

ROE CalculatorNumber of Calls per annum 3,600,000 AHT/Minutes 5Cost per Call R 25 Cost Per Minute R 5.00Sub Total R 90,000,000 R 25.00% Improvement 10%Total ROI R 9,000,000

Customer Service Budget R 0 AHT/Seconds 300% Improvement 5% Cost Per Second R 0.830Total ROI R 0 R 25.00

Sales Budget R 300,000,000% Improvement 3%Total ROI R 9,000,000

Collections R 500,000,000% Improvement 3%Total ROI R 15,000,000

Total Savings/Revenues R 33,000,000


Solutions & Services


Our SOLUTIONS....

To understand your customers and how you should service

them, correctly.

Customer Journey

Analytics

INSIGHTS

Management Advice & Services

(Consulting)

We assist to take the stress out of

managing Innovation, Transition and

Change.

SMART

Customer Service

Transformation &

Improvement

Transition your customer lifecycle

management based on Insight & Analytics .

OPTIMA

ProCare² Proactive Customer Care Solutions

SMIQ² Social Media Solutions

INNOVATION HUB² Management Analytics Hub

VOC² “Voice of the Customer” Solutions

DIGITAL² Digitalization & “SMART” Applications (Mobile Apps)


Questions?

Kobus van der WesthuizenCEO & FounderMobile: [email protected]