SAPience.be User Day ’13
March 21, 2013
Your logo
Accelerating Complaint Management
@ SNCB/NMBS
Jacques Papeloer
Service Team Lead SNCB/NMBS
1
Thierry Deraeck
Sales Manager – Projects & Solutions
(Keneos)
SAPience.be User Day ‘13
Your logo Agenda
SNCB / NMBS
The SNCB/NMBS CRM Strategy
The Complaint Management process
Demo
Lessons learned
SAPience.be User Day ‘13 2
Your logo Agenda
SNCB / NMBS
The SNCB/NMBS CRM Strategy
The Complaint Management process
Demo
Lessons learned
SAPience.be User Day ‘13 3
Your logo The SNCB-NMBS Group
On January 1, 2005, the SNCB Group has modified its structure to comply with
the European regulations about the liberalisation of railway transport.
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Primary mission consists of providing services to the two subsidiaries
Manages the assets and real estate of the current SNCB
In charge of coordination activities with the objective of ensuring
consistency of decisions.
Responsible for operating and commercialising national and international
passenger and freight traffic by train.
Also in charge of maintenance and rolling stock management
Employs around 20.000 people with a turnover of 2.2+ billion €
Responsible for the management, maintenance, renewal and development
of the Belgian railway network.
Also in charge of allocation of train paths to belgian and foreign operators.
Employs around 12.500 people with a turnover around 1 billion €
Your logo
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HCM HCM
IT Strategy
Architecture
IT Strategy
Architecture Projects &
Consulting
Projects &
Consulting
Software
Products
Software
Products
Supply Chain Supply Chain Financials Financials
CRM CRM Service
Management
Service
Management Sustainability Sustainability
Cloud – Mobile - Analytics
Database & Technology
Consulting, Software & Innovation
100+ customers
250+ consultants
6 countries
30m € group revenue
Organization
Organization
• B-Mobility – National travels
• Complaints department
• After Sales
• 15 agents
• Customer reactions
• 30 Agents
• Call Center department
• 35 Agents
• B-Europe – International travels
• Complaints department
• 15 Agents
• Direct reimbursement
• 3 Agents
3 incoming channels
• 55.550 paper Complaints/year
• 50.000 Normal Complaints
• 5.000 Mediator
• 250 Mediator Escalation
• 300 “VIP”
• 100.000 Mails/year
• 59.000 Infos & Complaints
• 23.000 Groups travel
• 18.000 Ticket online
• 520.000 Calls/year
• 415.000 Infos
• 30.000 Groups travel
• 40.000 People with Reduce mobility
• 35.000 Ticket Online
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3.000.000 Customers !!!
Agenda
SNCB / NMBS
The SNCB/NMBS CRM Strategy
The Complaint Management process
Demo
Lessons learned
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The CRM Strategy
SAP CRM Strategy
• CRM Roadmap started at the SNCB/NMBS.
• The CRM solution has to fulfill the following requirements :
• Multi channel solution
• Provide a 360° view of the customer
• The roadmap was split by processes
• Master Data
• Customer Management
• Product Management
• Transactions
• Marketing
• Sales
• Service
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Agenda
SNCB / NMBS
The SNCB/NMBS CRM Strategy
The Complaint Management process
Demo
Lessons learned
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The Complaint Management
Service SAP CRM Complaint Management Scope
• When there is a need for a follow-up regarding a contact the
complaints process starts.
• Start from the complaint registration and classifications until the
potential payment
• SAP CRM Interaction Record
• SAP CRM Service Request
• SAP CRM Complaint
• SAP ERP Credit note request
• Non SAP Refunds (Gift, ePortefeuille, …)
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The Complaint Management
SAP CRM Customer Interaction center
• The call center is integrated with telephony via the Altitude Software
• No Complaints can be introduced by phone
• Email are handled in the SAP Inbox via the SAPConnect and Outlook relay
• Direct Mail or Webforms with automated confirmation personalized by department
• Different functional Mailboxes based on Webform type or receiving mail address
• Attachment can be attached to the Webform
• Paper complaints are not yet scanned and are handled manually
• The customer data are registered
• “Anonymous” calls are possible
• B2C Customer are not synchronized with SAP ERP
• B2C credit note are done in SAP ERP with a one time customer
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The Complaint steps
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Dossier creation Dossier creation
Dispatching Dossier Dispatching Dossier
Dossier Management
• Create as many complaints as subjects in the dossier
Dossier Management
• Create as many complaints as subjects in the dossier
Complaints approval Complaints approval
Answer to the customer Answer to the customer
The Complaint Flow
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Incoming Channel
•Webform
• Letter
• Template
Incoming Channel
•Webform
• Letter
• Template
Search and confirm Customer
Search and confirm Customer
Create a “Dossier”
• Service Request
• Priority
• SLA
• Attachments
Create a “Dossier”
• Service Request
• Priority
• SLA
• Attachments
Create Subjects
• Complaint
• Classification
• Standard Answer
• Travel detail
• Price
Create Subjects
• Complaint
• Classification
• Standard Answer
• Travel detail
• Price
ERMS Customer / External /
Internal
request for information
ERMS Customer / External /
Internal
request for information
Answer preparation
Approval request
Answer preparation
Approval request
ERP Credit memo request with automatic payment
for
One Time Customer
ERP Credit memo request with automatic payment
for
One Time Customer
Closing
Delay Calculation
Closing
Delay Calculation
Escalation process
New cycle for the same dossier
Escalation process
New cycle for the same dossier
The complaint Priority
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The priority is linked to SLA and the « close before date » is
then automatically calculated
… … … … … …
The Complaint Status
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Dossier and subject status are tightly linked and mostly automated
Dossier Ready to be closed
Dossier Ready to be closed
Subject Approved w/o Credit
Note
Subject Approved w/o Credit
Note
Subject Closed
Subject Closed
Dossier Ready to be closed
Dossier Ready to be closed
All Subjects Info Cust Cancelled
Closed
All Subjects Info Cust Cancelled
Closed
Dossier Closed
Dossier Closed
Dossier New
Dossier New
Employee Resp.
Employee Resp.
Dossier Assigned Dossier Assigned
Dossier Assigned Dossier Assigned
Subject In Process Subject In Process
Dossier In Process Dossier In Process
The Complaint Delay
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Delay Calculation is status dependent
Multi Cycles
The Complaint Classification
Multi Level Categorization
• Based on complaint content
• Based on Webform type
• Based on IVR Choice
Answer Suggestion
• eMail Template and
Classification are linked
together in order to suggest
predefined answers
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Agenda
SNCB / NMBS
The SNCB/NMBS CRM Strategy
The Complaint Management process
Demo
Lessons learned
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The Complaint Demo
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CTI
• Create customer
ERMS
• Webform with attachment
Complaint Management
• Create a dossier
• Tracking id
• Create a subject
• Classification
• Approval
• Answer to Customer
Agenda
SNCB / NMBS
The SNCB/NMBS CRM Strategy
The Complaint Management process
Demo
Lessons learned
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Lessons learned
From Custom made to
Package
• Difficulties to understand and
accept that “it is not possible”
• B-Mobility and B-Europe
process & application merge
Performance
• Virus Scan
• Code review
Altitude not certified
• SoftPhone integration
• Error solving and tracing
• Performance
Change Management
• Think Big Start Small
• CRM Roadmap
• Complaints as quick win
• Three phases are done for
complaints
• Complaints management
• CTI integration
• ERMS integration
• Process review foreseen
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Questions
SNCB / NMBS
The SNCB/NMBS CRM Strategy
The Complaint Management process
Demo
Lessons learned
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Thank you!
Get Inspired.
Stay Connected.
Achieve Business Agility.
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