how intelligent digital self-service with customer analytics can lower costs and raise revenue:...
DESCRIPTION
With so much business transacting online, customer analytics has become a catalyst for serious enterprise change. By understanding each customer touchpoint, companies can build trust, make more targeted offers, and gain valuable insight about operational efficiencies. With a better awareness of costs, companies can make smarter decisions about how to optimize nearly every aspect of their business. Register for this Information Management Webcast to learn how today's most cutting-edge companies are using intelligent digital self-service with customer analytics to engage their customers and outpace competitors. Discover the benefits of moving from a "chat now" focus to ongoing customer conversations. Topics covered will include how to enable self-service, derive analytics, increase loyalty, and improve customer interactions across various channels. Attendees will learn best practices for how to maximize customer satisfaction using the latest in enterprise technology. http://www.pb.comTRANSCRIPT
How Intelligent Digital Self-Service with Customer Analytics Can Lower Costs and Raise RevenueMoving from “Chat Now” to Ongoing Customer Conversations
Gerhard Heide, Pitney Bowes Konrad Litwin, Sorriso Technologies
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Agenda
• Pitney Bowes• Customer Engagement• The benefits of Chat Now• The Dark Side• The devolution of customer support• Trends in online self service• The “B Spot” – the most sensitive part of your site• Where next in online self care ?• Conclusions and questions
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Innovation…
YEARS OFINNOVATION
... leads Transformation
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Reinvention
As the world has changed so has Pitney Bowes.
DISRUPTIVE TECHNOLOGYDISRUPTIVE
TECHNOLOGYMECHANICAL TO DIGITAL
MECHANICAL TO DIGITAL
DIGITAL COMMUNICATIONS
DIGITAL COMMUNICATIONS
DIGITAL COMMERCE
DIGITAL COMMERCE
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Customer EngagementThen…. astonishment at the first self-service check-outs
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Customer EngagementToday…. anytime, anyplace
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Poll
If your customers can't find what they want online do they:
a) call the call centerb) use chat nowc) email you insteadd) give up
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Self-care trends
40%still contact a call center today after they can’t find answers to their questions via online self-service
-Coleman Parkes, 2013 55%of 479 business leaders surveyed in Europe, the Middle East, Africa & Asia Pacific expect their key competitive differentiator will be customer service, ahead of quality and price.
-”Service 2020”, The Economist, BDO
85%of all customers will manage their relationship with an enterprise without human interaction by 2020
-Gartner, 2013
25%Of time spent browsing, total time on social media sites
-Coleman Parkes, 2013
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The benefits of Chat Now
• Improvement in customer satisfaction (vs call center)• Highest customer ratings vs apps and web sites• Dramatic improvement in call center KPIs• Reduced physical calls by 40%• Increase in call center conversion ( 8 x )• Higher volumes with reduced headcount
(All sourced from Chat Now provider case studies)
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The dark side
• Increased volume = Increased headcount• Can be considered obtrusive or pushy• Exceptions often revert to traditional channels (e.g.
phone)• Operator personality very subjective• Delays not tolerated• Cost per interaction• Increases the investment in the call center• Tricky to do well in a mobile environment
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Why Chat Now?
• A Quick Fix for Call Center environments
• “Cheap” in the context of additional expense
• Masking the disconnect between legacy systems and online
• Justifiable on call center reduction
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The Devolution of Customer Support
The Devolution of Customer Support
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Call Centers Email Web Forms Online Self CareFace to Face
Live Chat Online
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Megatrends – Mobile Reality
91% of people on earth have a mobile phone
56% of people own a smart phone
50% of mobile users who use mobile as their primary Internet source
80% of time on mobile is spent inside apps
72% of tablet owners purchase online from their tablets each week
http://www.digitalbuzzblog.com/infographic-2013-mobile-growth-statistics/
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Megatrends – Mobile Reality
“More Mobile Phones than Toothbrushes”
Google, 2012
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Megatrends – B2B is B2C
“Consumer buying behavior is increasingly spilling over to B2B”
Huthwaite Research
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Megatrends – Where next?
“If you're a competitive person, that stays with you. You don't stop. You always look over your shoulder.” Magic Johnson
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Do you remember college?
• Evolution not Revolution – you do not have a choice• Understand your customer journeys• Retaining a customer cheaper than winning a new• Automation is inevitable• Constantly challenge the status quo• Plan for change now
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The B SpotThe most sensitive part of your site is the BILL
• Then they go away• They don’t look at anything else• They don’t come back for a month• But they always come back!
One of our large accounts with traditional e-Billing called and said, “John, we just discovered that each month, over 600,000 customers log into our system and spend an average of 7 minutes poking around their bill.”
Some say eyeballs are worth $95/pair. That’s $57,000,000 for our customer!1
1 “Eyeballs are now worth about $95/pair” -- http://kameir.com/eyeball-valuation
Is e-Billing just a necessary chore or is it a massive market opportunity?
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Rethinking e‐Billing and Customer Care
Web estates became isolated silos
Customer Sticky Here! Sales Happen
Here!
• Sites are linked ONLY by single sign-on, menus, and branding• e-billing, service, and commerce, are disconnected• The technology/cost hurdle forced compromise• It’s virtually impossible to leverage
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Evolve from Online Billing to Smart Interaction & Marketing Analytics
Rethinking Online Self Care
The Smart-Bill
Your Opportunity
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Customer driven conversations
Customer business portal
Integrates all services
Cross channel
Customer adoption marketing
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The smart bill opportunity
Monetize Your Billing IQ™
e-Billing• Central Customer Touch Point
SmartBill• Deep Personalization at Low
Cost
Billing IQ• ROI Leverage
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What do we do?We provide industry-leading self-care portals that leverage
bills and statements to create an ongoing customer conversation
Persona Smart Bill™
(Interactive Bill Presentation)
Persona Smart Bill™
(Interactive Bill Presentation)
Marketing & Spend
Analysis
Marketing & Spend
Analysis
Account & Service
“Self-Care”
Account & Service
“Self-Care”
Personalized Messaging &
Offers
Personalized Messaging &
Offers
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Smart bills engage your customer
Value based billing analytics focuses on savings, not costs
Personalized and targeted help, messaging, and services based upon detailed customer knowledge
Quick clear statement summary and explanations with breakdown, drilldown, and line item in-bill help
Personalized offers based upon billing information, customer behavior, and other business sources
Clear, actionable, two way, personalized workflow based communications with your customer; email, IVR, mobile, SMS
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What Does the Smart‐Bill Deliver?
e-Billing is the sticky center point
The startup hurdle is small
Paperless delivered
Reduced call center calls and CHAT NOW reduction
Customer retention through use cases
Bill centered marketing enabled by Billing IQ
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Self Care portals create an ongoing customer conversation
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Smart‐Bill architecture
e-Billing is Central
Bill Data is Alive
Changes With Your Business
A Customer Communications Hub• Web• Mobile-Web• Interactive Voice Response• Email• SMS
Bill centered architecture that drives all customer care and communications
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Smart‐Bill architecture
Enterprise , On-Premise
On-Demand, Software as a Service
Large Siebel CRM customers
Smart-Bill solutions allow you to target both consumer
and business customers
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7 minute results
e-Billing is the Sticky Web• 4.2 Million eyeball-minutes/month• 140,000 personalized 30-second commercials• A current value of $57,000,0001
Smart-Bill saves cost – CFO $9.6M/year• Paper -- $7.2M annually at $1/bill• Service -- $2.4M annually at .5 calls/customer
costing $8/call
Billing IQ grows customers – CMO $15.8M/year• Churn -- $1.8M annual savings for a 1% change,
online customers only• New Sales -- $14M annually if $2 average monthly
increase/customer
Time
Monetize
Your Billi
ng IQ –
Do Bett
er Things
Efficiency – Do Things Better
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With SmartBill technology, billers dramatically move the ROI needle
And how does our client with 600,000 leverage that 7 minutes?
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What’s your smart‐bill ROI?
You can make more money
Your Customers Become Fans
Act Socially Responsible
Smart‐Bills
Business Profitability
ConsumerBenefit
Social Responsibility
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Total solution to meet online needs
Bill-Centered Web, Mobile Web, and IVR Portals
Innovative and Focused
Integrated Multi-Channel Communications
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Advantages of your online business
Significantly Lower Cost of OwnershipFaster time to marketLower development cost Faster deployment of enhancements into production
Manage an Integrated Multi‐Channel Communication SolutionCentrally manage all your communications print and electronicCreate personalized customer communicationsBuild cross channel branding and marketing
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Deliver customized messages anytime, any channel
Deliver the right message to the right customer at the right time through their preferred channelIntegrated location, operational and customer data intelligenceBusiness users quickly and easily create, manage and centrally control all personalized communications –- transactional, interactive and on-demandIntelligent distribution to preferred channel– Mail– Web self-service and e-Billing– Agent and Call Center self-service– Two-way e-Mail and SMS communications– App Exchange
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Deliver customized messages anytime, via any channel
Intelligent customer interaction across channelsPersonalized Automation = EfficiencyReduce Call Center costs Deploy an online experience rapidly at known costBuild customer loyalty with branded communicationsReduce enterprise-wide content creation costsEnsure regulatory compliance
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Conclusions
Chat still essential but must be positioned Cost will eventually drive live chat to automationThe financial interaction is the first opportunityCustomer Driven not pushedWeb Self Care must evolve to anticipateIn order to anticipate you must monitor and understand your customer interactions
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Self Care
Meet customers online in 3-6 weeks• Presentment & Smart-
Bills™• Online payments• Customer Service request
forms• Configure & track simple
marketing campaigns• Customer profile
management• Self-registration, secure
sign-on• Email & SMS notifications• CSR• Customer branding &
mobile app• Monitor usage & web
analytics
Enterprise Self Care
Custom integrated site• Self Care +• Achieve up to 65%
operational savings• Custom user experience• Consolidate multiple lines
of business• Integrate all back-end
systems• Update & extend your site
quickly• Connect with your
enterprise campaign management
• Integrate enterprise portals & SSO
• Support customers with 1000’s of services
• Hierarchical spend analysis
Cloud
Operate in The Cloud• Self Care or Enterprise
Self Care• Expertly managed,
24x7x365• Standard 99.95%
availability• Scales to meet
unexpected demand• Operational in just days• Zero IT infrastructure
investment• No on-premise equipment• Hosted on Amazon Web
Services
Solutions For Billers Large and Small
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Where can you find us?
Sorriso Technologies
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Thank you
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