making it easier.... steve sheppard managing director, asidua (gb) limited tim peters head of ict,...
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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
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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
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Customer Contact Platform
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CCP in Local Government (Team Lancashire)
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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
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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
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Typical Customer Contact Process
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Efficient Integrated Process
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Self Service
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Self Service – Abandoned Vehicles
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Contact Centre – Abandoned Vehicles
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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!
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Management Information & Business Intelligence
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Mobile
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Benefits
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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
technology-gb@asidua.com
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