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Making it Easier ....
Steve SheppardManaging Director, Asidua (GB) Limited
Tim PetersHead Of ICT, South Gloucestershire Council
Copyright Asidua 2010 ©
Making it Easier
• Steve Sheppard, Managing Director, Asidua (GB)– Asidua Introduction– Customer Contact and Service Delivery
• What is possible– Self Service– Contact Centre– End to End Service Delivery– Mobile Fulfilment
• What are the benefits and savings
• Tim Peters, Head of ICT, South Gloucestershire Council– Service Review Programme
• Objectives & Process• Benefits and Savings
Copyright Asidua 2010 ©
Who are Asidua?
Asidua GroupBelfast HQ
Asidua GB
Asidua Ireland
Reduce costs
Reduce costs
Improve serviceImprove service
Copyright Asidua 2010 ©
Customer Contact and Service Delivery
Customer Advisor
Manager Back Office
Useful and responsive
Service Access Information Access
More effectiveat helping customers
Knowledge Joining-up
Deliver Transformation
Customers get the services
they asked for
Copyright Asidua 2010 ©
Customer Contact Platform
Copyright Asidua 2010 ©
CCP in Local Government (Team Lancashire)
Copyright Asidua 2010 ©
Customer AdvisorManager Back Office
Service Access Information Access
Knowledge Joining-up
CCP in Local Government (Team Lancashire)
True Self Service
Access to information
Status
Unified Intelligent Desktop
Guided & Automated Process
One & Done
Consistency
Performance & Satisfaction
Cost Effective
Connected
Process Improvement
Shared Information
Copyright Asidua 2010 ©
Customer AdvisorManager Back Office
Service Access Information Access
Knowledge Joining-up
CCP in Local Government (South Glos Council)
Self Service Portal
Dynamic Interaction
One & Done
Unified Desktop
Service / Forms Driven
Efficient
Management Info
Consistency & Quality
Major Operational Savings
Integrated
Information Complete
Monitored
Copyright Asidua 2010 ©
Typical Customer Contact Process
Copyright Asidua 2010 ©
Efficient Integrated Process
Copyright Asidua 2010 ©
Self Service
Copyright Asidua 2010 ©
Self Service – Abandoned Vehicles
Copyright Asidua 2010 ©
Contact Centre – Abandoned Vehicles
Copyright Asidua 2010 ©
CRM
• Good at: Customer Relationship Management• Not so Good at: Delivering services• CRM shouldn’t make things difficult• So use it for what it’s good for!
Copyright Asidua 2010 ©
Management Information & Business Intelligence
Copyright Asidua 2010 ©
Mobile
Copyright Asidua 2010 ©
Benefits
Copyright Asidua 2010 ©
Contacts:Steve Sheppard
Asidua (GB) LimitedThe Oracle Building
Blythe Valley ParkSolihull
B90 8AD
Tel: +44 (0)121 506 9565 Fax: +44 (0)121 506 9561