Intro to Ericsson-LGIntro to Ericsson-LG

& Unified Comms& Unified Comms

Ed SavoryEd Savory

Business Development ManagerBusiness Development Manager

Ericsson-LG | Confidential | 2013-01-31 | Page 3

Presentation highlightsPresentation highlights

› Introduction to Ericsson and LG

› About Ericsson-LG

› Unified Communications – The Challenge

› What is Unified Communications?

› iPECS UCP

Ericsson-LG | Confidential | 2013-01-31 | Page 4

40% global mobile traffic through Ericsson networks

More than 1 Billion subscribers

2013 turnover - £53 billion

World’s first 60” plasma TV

World’s first 3G enabled mobile

World’s first LED 3D TV and fastest dual core smartphone

Ericsson-LG | Confidential | 2013-01-31 | Page 5

› We provide:– ICT solutions and services, mobiles, wireless, voice & data solutions

› Customers in more than 70 countries

› Approximately 1,200 employees

› Net sales $1.2 billion in 2013

› More than 40 years in the telecoms market

› 2 strong household brands!

Introduction to Introduction to Ericsson-LGEricsson-LG

Ericsson-LG | Confidential | 2013-01-31 | Page 6

The Challenge:

›No more 9 to 5

›Need to work from home/abroad/

outside the office

›Ability to keep everyone connected in

real-time wherever they are working

Why Unified Why Unified Communications?Communications?

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What is Unified Communications?What is Unified Communications?

Real-time Presence Real-time Presence BYOD Culture BYOD Culture

IntegrationIntegration

• Smartphone Apps with presence, video and messaging

• Outlook calendar integration • Call control• Microsoft Lync integration

• Desktop sharing• File sharing

• Software to support iPads and Android devices

• Real-time information of all your colleagues

• Video Conferencing • Instant messaging

UC Market

MobilityMobility

Collaboration

Unified Communications is the integration of real-time communications services:

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Unified CommsUnified Comms

MobilityMobility Video ConferencingVideo Conferencing Presence & MessagingPresence & Messaging

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iPECS UCPiPECS UCP

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SUCCESS!SUCCESS!

YOUR BUSINESSYOUR BUSINESS

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Thank you!Thank you!

The Importance of First Contact

Resolution (FCR)And the business case to use FCR as the key initiative

to improve your business and customer service*

*Statistics in this presentation quote SQM research.

THE IMPORTANCE OF FCR

What is FCR?First call resolution is properly addressing a customer's need the first time they call, thereby eliminating the need for the customer to follow up with a second call.

Why is it important?A customer’s inquiry or problem going unresolved can result in customer dissatisfaction and significant revenue loss. Many businesses are unaware of the importance of FCR.

5 REASONS WHY FCR MATTERS

1. Reduce operating costIf you resolve 68% calls on first contact (the industry average), this means that 32% of customers must call back because their issue was not resolved on the first call.

2. Improve customer satisfactionFor every 1% improvement in FCR, you get a 1% improvement in customer satisfaction. FCR is highly correlated to customer satisfaction. In contrast, the absence of FCR is the biggest driver of customer dissatisfaction.

5 REASONS WHY FCR MATTERS3. Increase opportunities to sellWhen a customer call is resolved you increase the customer cross-selling acceptance rate by 20%.

4. Improve employee satisfactionResearch clearly shows that customer facing teams with high employee satisfaction also have high FCR. Conversely, customer facing teams with low employee satisfaction have low FCR.

5. Reduce customers at riskResearch shows that if the customer’s query is resolved in the first call, only 1% of those customers are at risk to go to a competitor.

Conversely, 15% of customers who did not get their query resolved are likely to go to a competitor.

FCR HAS A BIG IMPACT ON CUSTOMER SATISFACTIONCaller satisfaction ratings will be 35% to 45% lower when a second call is made for the same issue.*•A good reason to focus on first call resolution.

Out of all business metrics used to monitor customer facing teams, first call resolution has the biggest impact on customer satisfaction.**•For every 1% legitimate improvement in first call resolution, you get a 1% improvement in customer satisfaction.

*Research from Customer Relationship Metrics** Service Quality Measurement Group

HOW CAN YOU INCREASE YOUR FCR RATE?• Educate staff on the importance and impact of first call resolution

• Share key call metrics eg. GoS, Caller Tolerance, PCA

• Provide staff with the training and resources to effectively resolve calls

• Monitor and compare call handler performance with call recording

• Ensure that there are no conflicting performance objectives hindering first call resolution achievement

• Monitor calls to avoid setting unrealistic answer times and inaccurate wrap up times

HOW CAN YOU INCREASE YOUR FCR RATE?• Optimise the workforce management processes

• Analyse hourly call traffic to ensure appropriate staffing levels

• Build incentives around first call resolution achievement• Use analytics to report on achievement

• Empower your team to improve first call resolution-related processes• Schedule relevant reports to discuss in regular team meetings

CASE STUDY: WOLSELEY UKThe world's largest distributor of heating and plumbing products to professional contractors

• With 919 branches (typically with 10-15 extensions), Wolseley UK services customers’ on-demand and time-critical needs, either over the counter or via telephone.

• Wolseley UK embarked on an exercise to identify a call reporting system to:• enable busy branch managers to accurately analyse, respond to and resolve missed

calls in real-time • deliver in-depth analytics / high-level reports to executives

• The result was immediate improvement of customer satisfaction and retention, resulting in significant financial returns.

HARNESSING THE POWER OF LINKEDIN FOR SALES

:Three Top DIY Tips

WHO HAS A LINKEDIN ACCOUNT?

HOW MANY OF YOU USE LINKEDIN AT LEAST ONCE PER WEEK?

HOW MANY OF YOU USE LINKEDIN TO GENERATE NEW BUSINESS?

WHY LINKEDIN?

•Get ahead of competitors

•Far from saturated

•Excellent research tool

•Bypass gatekeepers and

PAs

•Growing… And fast

BEFORE WE START…Is your profile complete?

TIP #1

:Researching your prospects (with or without

Premium)

PROSPECT BUILDING

•List of companies• Start with a list of 30

•Ideal job title/department

•Proposition idea

STEP 1:

STEP 2: FIND YOUR PROSPECTS

TIP #2

:Making first contact with prospects

Hi Paul, Sorry for my direct email but I was speaking with Jane from your commercial team and she passed your name on to me.

As the CIO of [Big Online Betting Company] do you have a full view of your online landscape? 

I read recently about your online security breach and wanted to see if we could have a discussion.  

You protect what's inside your firewall, so why not protect what's outside your firewall?

***** gives you complete visibility and control over all of your websites, mobile apps & advertising. We are already help companies like Wells Fargo, Lloyds, JP Morgan Chase, Facebook, eBay and Amazon…

PAIN POINT & TRIGGER

USP CREDIBILITY

MUTUAL CONNECTIONS

…to discover cyber threats like zero-day malware, phishing, IP theft, hijacked sites, Copycat mobile apps, Malvertising and proactively address problems before they do major damage to your brand.

I would be very keen to discuss this with you or a member of your team; perhaps you could let me know a suitable time we could arrange a discussion?

Kind Regards******Regional Sales Manager

CTA

MAKING CONTACT:

•Research – find a reason• News, achievements, competitors

•Explain your proposition

•Expose a pain point

•Establish credibility

•Sign-off with CTA

IMPORTANT POINTS:

•Talk about them first

•DON’T be generic• 1 reply from 100, or 1 reply from 10?

•Show that you’ve done

your homework

•Mutual connections

TIP #3

:Design a structured follow-up plan

FOLLOW-UP PLAN:

•Don’t expect instant

replies

•DO expect objections

•Diarise follow-up events

•PICK UP THE PHONE AND

TALK TO THE PROSPECT!• Use DM, email, remarketing, phone

FREE EXCEL LEAD MANAGEMENT TOOL

See me at the end of today’s session

Or

Call 03333 441 411Email alex@croucheredwards.co.uk

www.croucheredwards.co.uk

AND FINALLY…

:LinkedIn Premium free for 1 monthPremium.linkedin.com

“Objections are not your enemy.They are your friends.

An objection literally means that the person who’s doing the objecting wants to take a decision to buy… If they didn’t care about the product/service, they'd

just walk away.”Sean D’Souza, The Brain Audit: Why customers buy (and why

they don’t)

InboundJohn Haw

86% of customers quit doing business with a company because of bad customer experience (up 59% in 4 years)

60% of all repeat calls are process or training driven

Business processes are not in place to meet the customer’s need and agents have not been given the training required to meet the customer expectations that have been set by marketing or elsewhere in the business.

Customer Service Ranks 3rd after price and product

One in 4 people wont wait more than a minute for a call to be answered

95% of customers take action after inadequate service

60% of customers cite “talking to a live person” as top service improvement

Critical Customer Behaviour Stats

44% of customers are less loyal to organisations

18% of customers use Social Media to engage with Organisations

34% could be persuaded to self serve with Vouchers / Discounts

41% pick web as the first preference for goods and services

(stats from CCA research)

Critical Customer Behaviour Stats

How easy are you to do business with..

InboundInstant call management for smart businesses

Cloud-based telephony service

Use with both geographic and non-geographic numbers

Online access to call routing, monitoring and management tools

Empowers your business with perfect customer service

What is Inbound?

86% of consumers quit doing business with a company because of a bad customer experience, up from 59% 4 years ago. (Source: Harris Interactive)60% of all repeat calls are process or training driven – business processes are not in place to meet the customer’s need, and agents have not been given the training required to meet the customer expectations that have been set by marketing or elsewhere in the business. (Source: Frost & Sullivan)I’m available over the weekend if you need, except between 15.00 – 17.30 on Saturday (Stamford Bridge).

Cloud-based telephony service

Use with both geographic and non-geographic numbers

Online access to call routing, monitoring and management tools

Empowers your business with perfect customer service

What is Inbound?

Give better customer service

Offer first contact resolution

Helps you to sell more

Keeps your business running whatever happens

Manage your businesses costs

How Inbound can help you be better?

Rationalise sites but retain local look and feel

Increases presence -Control any number, anytime from anywhere

Share workloads across sites

Manages your business more effectively

How Inbound can help you be better?

Never miss a call again….

Enable calls to “Hunt” when people are busy.

Whispers allow others to know how to handle.

Centralise Customer Care, but maintain a local feel.

VIP routing for special clients.

Automate out of hours messages / directions.

Enable Flexible Workers

Give Better Customer Service

Find the right person first time

IVRs are preferable to being on hold!

Engaged tones are the Devil!

Route to 2nd most qualified person – if primary is busy!

First Contact Resolution

Improves Contact AbilityYou choose where your calls go, when they get delivered and the experience of the caller (IVR / CQ / Vmail)

Helping You Sell More

Well known “Pizza Restaurant Chain was missing 34% of inbound calls…..

Table bookings or Pizza Deliveries

Over 24 missed calls per day on average

Centralised “overflow capability” – no more missed calls

Added other Local numbers to expand Geographic reach

Taxi firm

(Burnley, increase area to Accrington, Nelson, Rawtenstall)

Only used to advertise with a single number (Burnley)

Extended reach and pick up zone with ‘other’ geo numbers without having to set up satellite offices

How many of you have a Business Continuity Plan?

Keeps your business running

Pre-set DR plans can be built

Activate DR call plans from anywhere at any time

Not dependent on BT activating diverts

Alerts when DR plan activated

Make ad-hoc changes as the situation evolves

Keeps your business running

Any number – 03, 08, 01, 02

Centralise Functions

Reduce Office Locations

Rationalise sites, retain local look and feel

Any number, any time, anywhere

Reduces costs through network based queuing

Replace BT RCF

Flexible working

Manage Your Businesses Costs

Advertising…

Use call statistics to your advantage

Marketing campaign - targeting local businesses– Local numbers needed to maximise effectiveness and response– Rolling campaigns– Downloadable call history to measure effectiveness

Track the success of your adverts and spend more wisely

"Inbound is a must to anyone who regularly uses marketing campaigns and inbound numbers for telephony - it gives great visibility, flexibility, control and most importantly useful decision-making statistics on a service which is traditionally managed by external companies.”

Phil Barker -  Head of IT, American Golf

Contact centre services

"Inbound is a must to anyone who regularly uses marketing campaigns and inbound numbers for telephony - it gives great visibility, flexibility, control and most importantly useful decision-making statistics on a service which is traditionally managed by external companies."

                      Phil Barker -  Head of IT, American Golf

Validate orders placed by phone

Monitor customer service agents behavior

Report Nuisance Calls

Has Anyone Ever Made a Mistake?Call Recording Can Tell You

"Inbound is a must to anyone who regularly uses marketing campaigns and inbound numbers for telephony - it gives great visibility, flexibility, control and most importantly useful decision-making statistics on a service which is traditionally managed by external companies."

                      Phil Barker -  Head of IT, American Golf

InboundCase StudyVerint – intelligence data for enterprise business

One of the world’s leading providers of valuable data for enterprise businesses

Helps businesses make informed decisions and develop better security strategies

Over 10,000 customers in150 countries

Serves more than 85% of Fortune 100

About Verint

Already an established user of Gamma fixed lines

Wanted to implement UK office consolidation

Move away from legacy telephony system

New internet connections

New IP telephony platform

More dependable solution to meet client’s uncompromising demands for support

What did Verint require?

Implemented SIP-based telephonythrough Gamma SIP Trunks

Provided Gamma Broadband connectivity

Installed Inbound call management solution

All required to parallel Verint’s existing ISDN, PBX and Cisco Call Manager implementations

Provide an enhanced DR/BC strategy to meet the strict, legal requirements of clients

What did we do?

Instantly redirect inbound numbers toanywhere in the world

Sales calls centrally managed anddistributed to teams across EMEA tovarious handheld devices with virtualcall management features

Entire alternative dial plans can bedeployed in seconds

Business continuity plans can bedeveloped and rolled out quickly

Benefits of Inbound for Verint

“We support our global customers and staff 24X7 and a reliable and stable telephony platform is critical. Our customers also require that we have a documented and tested business continuity solution in place. With Gamma we have been able to achieve all this and make significant cost savings across our telephony estate.”

Peter Thomas

EMEA IT Manager, Verint

Verint

Contact details:

THANK YOU