increase loyalty while reducing costs by improving workforce efficiency
TRANSCRIPT
Genesys Customers Increase Loyalty While Reducing Costs By Improving Workforce Efficiency Across Business Processes
IMPROVING WORKFORCE EFFICIENCY ACROSS BUSINESS PROCESSESWhat would a 1% increase in customer retention mean to your business? To generate that increase you could change a business practice that erodes customer loyalty. Or, you could change a business process that loses the priorities of tasks when they leave the contact center, stops you from following fulfillment across the customer journey or impedes your ability to meet customer-expected SLAs.
Genesys Enterprise Workload Management gives you visibility and control over the business and workforce processes across your company required to deliver a great experience to your customers. Genesys customers across industries and around the world who have used Enterprise Workload Management to make one or two key changes in their business processes have achieved results, including:
• Increased employee productivity by 50%
• Reduced service backlogs
• Increased employee satisfaction
• Increased customer satisfaction and raised customer loyalty scores
This ebook shares the key process changes a few of our customers have made with the help of Genesys Enterprise Workload Management and the remarkable business results they’ve achieved.
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“Because Genesys enables us to eliminate errors and delays by automatically assigning tasks to exactly the right person based on their expertise, the consistency, accuracy, and quality of our work has been greatly improved, and has created a lot of savings in terms of man-hours.”
Gideon MakleffExecutive Vice President of Back Office Operations
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BANK HAPOALIM STREAMLINES BRANCH & OPERATIONS ACTIVITIES
The largest bank in Israel handles 100,000 daily tasks associated with customer transactions from its 260 branches.
Key Change
• Managing employee assignments dynamically
Key Results
• Improved in employee productivity by 50%
• Reduced time to complete key tasks by 40%
“Before Enterprise Workload Management was put in, the advisors would go and cherry-pick and decide what particular interaction they were going to deal with. Now it’s prioritized and pushed to them.”
Paul AkisterDirector of Contact Centres Learn More
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BRITISH TELECOM PRIORITIZES CUSTOMER INTERACTIONS
One of the world’s leading communications services companies, and a long-time Genesys customer, made it a priority to better resolve customer queries and ensure satisfaction.
Key Change
• Ensuring that customers are assisted by the best-skilled resource
Key Results
• A better customer experience
• Increased efficiency
“With Genesys, Canal+ ensures all requests are processed in a timely manner, according to their importance, by the right person.”
Jean-Christophe Heymonet Head of Customer Relationship Innovation and TransformationLearn More
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CANAL+ INCREASES CUSTOMER SERVICE EFFICIENCY
French premium pay television provider handles 30 million communications from 11.2 million subscribers with 2,000 agents in a virtual contact center.
Key Change
• More efficiently managing SLA and workforce efficiency by routing the most important tasks first
Key Results
• Reduced postal query handling costs by 40%
• Improved KPIs and volume of tasks managed each year
“We now have the visibility and control we need to effectively run our operations — it is so empowering! We have been able to meet our goals of efficiently increasing the collections rate, resolving fines faster, and minimising operating costs.”
Bryre PatchellGeneral Manager Learn More
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NEW ZEALAND MINISTRY OF JUSTICE STREAMLINES ITS WORKFLOW
The Collections Unit of the New Zealand Ministry of Justice, responsible for the country-wide collection and enforcement of an ever growing number of fines, standardized and restructured business processes.
Key Change
• Consolidating work from all sources into a prioritised global task list and automatically pushing work based on skills and availability
• Effectively managing and monitoring SLA and workforce optimisation across the whole organisation
Key Results
• Reduced fine backlog and increased collection capacity
• Increased staff efficiency and created a sense of being part of one national team
“The Genesys solution is helping us improve our sales performance on the front end while protecting customer retention by providing a consistent customer experience. And because calls and tasks are now prioritized according to business and customer needs, we’re operating more efficiently and effectively than ever before.”
Stephen BlayoneDirector, Consumer SalesBank Hapoalim Learn More
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SASKTEL IMPROVES SALES EFFECTIVENESS & SERVICE DELIVERY
Ranked top in customer satisfaction for full service providers in Canada by J.D. Powers and Associates, Sasktel offers its 1.4 million customers a great customer experience.
Key Change
• Freeing the sales team from fulfillment duties
• Tracking service levels and workforce performance in real time
Key Results
• Dramatic gains in sales productivity and effectiveness
• Increased back office productivity; 10% increase in occupancy
• 15% reduction in FTE costs by 40%
“Thanks to Genesys, we can now leverage the saved capacity to enjoy greater flexibility and efficiency in the planning and management of additional sales activities, such as following-up on leads. Supervisors’ capacity, previously used for operational management, is now used for people management. We’ve been delighted with the business results.”
Margita Heckova CRM Development Manager
“Agents don’t have to remember, or refer back to, their personal notes to manage their promised follow-ups, or manually set date and time reminders. Genesys Enterprise Workload Management makes sure we distribute tasks, reminders, and follow-ups at the right time to the appropriate agent.”
Michaela PrajslerovaCall Center Manager
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SLOVAK TELEKOM CREATES A COMPETITIVE ADVANTAGE WITH OPTIMIZED SERVICE
The largest telecom provider in Slovakia maintained its leading position in the saturated mobile market by improving employee work processes and increasing customer satisfaction.
Key Change
• Supervisors centrally manage employee skill levels for calls and tasks in one system
• Work is now prioritized on business objectives and the business value of each task
Key Results
• Increased solved cases by 43%
• Gained a clear view of service levels, employee availability, and agent utilization
“We have been able to improve processing times, and the customers have been more satisfied by the quick management of their claims.”
François de Medeiros Production Manager
“It really simplified my daily work. For example, instead of picking files in the different back office systems, tasks are automatically distributed to me so it’s easier and more efficient.”
Lucile HondierContact Center Agent
“The workload distribution takes into account the Service Level Agreements negotiated with our clients and we have a real-time vision on SLA compliance.”
Hugues Forjonet Team Leader Learn More
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SPB TRANSFORMS ITS CUSTOMER EXPERIENCE
European leader in affinity insurance with a business presence in 15 countries handles 10.2 million policyholder contacts and processes 896,000 claims annually.
Key Change
• Moved from manual to automated claims processing
• Enabled real-time agent efficiency metrics for coaching purposes
Key Results
• Improved team efficiency and quality
• Increased customer satisfaction
“Genesys is transformational to your business because you can route things by business rules, the way they need to be routed. You can fundamentally make your business more responsive to your customers. It’s that simple.”
Dale Parchois Vice President of Customer Experience
“Genesys streamlines processes, adds visibility to what’s happening to customer service fulfillment, and makes employees’ lives easier. While we started with only a few processes in workload management, we’ve been adding them by request because it’s popular.”
Jacques Sredni Experience Technology Director Learn More
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STERICYCLE USES WORKLOAD MANAGEMENT TO WIN CUSTOMER LOYALTY
Leader in medical waste disposal and safety compliance with more than 500,000 customers worldwide realized customer loyalty was directly tied to problem resolution.
Key Change
• Reducing the redirecting and transferring of customer interactions that was slowing resolution
• Increasing visibility into service fulfillment processes beyond the contact center
Key Results
• Increased customer loyalty ratings
• Faster problem resolution, increased efficiency, reduced costs
“Many people were a bit skeptical that it wouldn’t work or be beneficial, but we can now say it was definitely worth it. Not only for the business benefits but because it creates a different atmosphere in the department. People are more enthusiastic. There is transparency in what they are doing, which affects their performance and efficiency. I strongly recommend this implementation.”
Drahomira Kostalova VP Customer Service OperationsLearn More
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T-MOBILE CZECH REPUBLIC IMPROVES EFFICIENCY & EMPLOYEE SATISFACTION
T-Mobile which serves 5.354 million customers in the Czech Republic, focuses on the quality of its offered services and the excellence of its customer service.
Key Change
• Improved operational management with real-time monitoring
• Automated work distribution, enabling fair and even assignment of tasks
Key Results
• Improved processing time by 50%
• Simplified agents’ daily work; improved team efficiency and quality managed each year
“With jobs actively prioritised we can now review performance in real time rather than monthly, which allows us to proactively manage exception processing.”
Keven AllanGeneral Manager for Customer Connect
“There are insights about both tasks and staff that allow me to achieve optimum results and alter the behaviour of staff.”
Steve Symons Operations Manager, Telstra Product Connect Learn More
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TELSTRA REDUCES EXCEPTION PROCESSING TIME
Telstra is Australia’s largest telecommunications and information services company; its Product Connect & Assurance department provides back office services and telephone support for residential and business customers.
Key Change
• Replaced manual allocation of jobs flagged as exceptions with automated, dynamically prioritised allocation
• Gave team leaders real-time visibility into workloads, task completion, and handling time
Key Results
• Met 4% more KPIs while saving the equivalent of 20 FTE
• Increased service activation and provisioning efficiency by 22%
“We realized we had hit on a winning formula even before we got the test results, because we had agents outside the pilot group wanting to use the system.”
Stephan Wymann Workload Manager, Area Assistance
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TOURING CLUB SUISSE INCREASES AGENT PRODUCTIVITY
The number one Swiss roadside breakdown service handles a wide range of queries in three languages from members who may be stranded and need an immediate response.
Key Change
• Pushing tasks to agents instead of letting them cherry-pick the tasks they want
Key Results
• Extra 40 minutes of per-agent productivity a day
“When the customer wants a new card, they want it rapidly, so we wanted to make sure the right transaction was taken by the right agent in a short period of time. We were facing some issues with the system we had before, so that’s why we started looking at Enterprise Workload Management to see how it could help us optimize our contact center operations.”
Mathieu DesrosiersDirecteur
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VISA DESJARDINS OPTIMIZES CUSTOMER SERVICE INTERACTIONS
The largest financial cooperative group in Canada, which handles 10 million calls and non-call tasks annually, differentiates itself with a superior customer experience.
Key Change
• Getting the right transaction to the right agent
• Providing agents with a mix of calls and work tasks
Key Results
• Increased customer and employee satisfaction
• Better customer service delivery and customer experience
INCREASE CUSTOMER LOYALTY WHILE REDUCING OPERATING COSTSWhen you can’t see and manage how customer tasks are being handled across business processes, it creates inconsistent customer experiences that cost you customer loyalty. It also drives up your operational costs.
You’ve seen here how Genesys has helped customers solve this issue, increase customer satisfaction and employee satisfaction while reducing operating expenses. What could your business gain from benefits like these:
2% increase in customer loyalty scores
4% increase in KPIs met
15% reduction in FTE costs
22% increase in efficiency
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4% 15% 22%2%
Genesys is the market leader in multi-channel customer experience (CX) and contact center solutions in the cloud and on-premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touchpoints, channels and interactions to turn customers into brand advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital and voice interactions each day.
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