introduction to numero 30 th july 2012

© 2012 numero - Commercial In Confidence

Introduction to numero

30th July 2012


Proposed Agenda

• Introductions and Objectives

• About City Link Business Strategy, Challenges, Opportunities Contact Centre Operations

• About numero The multi-channel Customer Experience Challenge? The numero solution

• Where do we think we can help?

• Discussion and Next Steps

Please ask questions throughout


The Challenge – world class multi-channel Customer Interaction...


Jenny

Gary Barry Mike Anne Gordon

The Challenge - Demographics

Fire and forget

consumerist

Digital DIYdude

Silver surferNo nonsensetrouble shooter

Old fashionedservice lover

Grumpy oldman


The Challenge – What the research says…

• Voice is unpopular - 48% of consumers said the telephone is the most frustrating customer service channel, 8 times more frustrating than web chat and 3 times more frustrating than email (Econsultancy)

• Voice is expensive - Telephony is the single most expensive customer service channel costing circa £2.50 per call (Gartner)

• Voice is avoidable - 57% of inbound calls are from customers who had tried to resolve the issue online before calling (Customer Contact Council)

• Email is a huge, hidden cost - Each incoming email / Web forms costs business £1.50 per email on average (Econsultancy)

• Online and instant is crucial - 44% of online consumers say that having questions answered by an agent while in the online was one of the most important features a website can offer (Forrester Research)

• Self serve works - Well deployed Web Self Serve should remove 25%+ of inbound contact centre work. (Customer Contact Council)

• Social Media is now! - 20% of customers aged between 16-24 prefer to interact with customer service on social media (Econsultancy)


The Challenge - City Link Business

Web

Chat / IM

Email

Social media

SMS

Mobile Apps

Telephony

Document

Where is my parcel?

• I want to rearrange my delivery

• Where is my nearest depot?

• My goods are damaged

• I want to return an item

• I am not happy

Update on delivery

Update on Incidents

Seek customer satisfaction info

Promote offers

Promote new services

Provide account updates / billing

Self Service Consistent Service Proactive Service

Single view of customer Experience History Story


The Challenge – City Link Business

Current Challenge Solution?

•Reduced headcount in Contact Centres, Depots and Customer Relations

•Streamline and automate processes via all channels minimising human contact with comprehensive quality measures in place

•Agents currently use 9/10 applications – ‘toxic desktop’ •Streamline the agents journey through transaction – significantly impacts AHT and customer experience

•Integration into Salesforce •Maximise ROI on investment

•Email is a growing channel that is difficult to manage and measure

•Automate email allocation and response to drive improvements in QOS and SLA

•Be more proactive in delivery exceptions affecting customer experience to support call avoidance

•Introduce automated processes to receivers advising of delivery exceptions, driving enhanced customer experience whilst reducing costs

•Integrate International CS, Post and Same Day •Unify and standardise the customer experience across all services

•Develop a sound Social Media Strategy adding value to Citylink brand and on behalf of retailers served

•Serve any channel in uniformed way through 360 degree view

•Maximise Upsell opportunity with receivers •Support the offer of premium upgrades etc driving better ROS and adding value and consumer choice and control


The Solution – About numero


To deliver excellence and to always act with integrity, agility and pragmatism ensuring the customer is central to all we do, all of the time.

Values

What Software Platform

Delivery Approach

Engagement Method

numero interactiveClass leading

Enterprise scale

numero proAgile yet results driven

numero actBusiness led,

ROI centric

MissionTo develop, deliver and support the most advanced multi-channel customer

interaction management solutions for the World’s leading and forward thinking organisations where the customer experience is truly valued

Who numero enable customer focussed organisations to deliver

exceptional experiences to their customers however they choose to communicate whilst dramatically reducing operational cost

The Solution - About numero


About numero

• numero supply ‘best of breed’ enterprise class multi-channel Customer Interaction Management solutions “numero interactive” Enhance Customer Experience and Journeys Drive Contact Centre Efficiencies, reduce workload, deflect contact Increase sales revenues

• numero interactive is a platform which combines a number of modules... Single Agent Desktop Business Process Automation CRM Content Management System / KB Reporting and Management Information


Solution Operation

PhoneWebTwitterEmailWhite-mailCall-backsSMSXMLChatetc…

Workflow

Workflow B

Workflow A

EnrichmentInboundGateway

KnowledgeBase

Self-ServeWeb Suite

Unified Agent Desktop

Work

Status

Customer & Case - CRM ‘Lite’

Resource Manager

UniversalQueue

• Agent Availability• Agent Skills• Queue Size & SLAs

OutboundGateway

Supervisor ConsoleInformation

Control

MIS Analytics

Back-OfficeSystems

CRM

Legacy

Billing

Fulfilment

CTI/IVR


About numero - Clients and Partners

►◄


Tesco Bank

Oncor Yodel Cable & Wireless

Express Gifts

ATOS

About numero - 2011 Deliveries

Created high quality, class leading references in multiple industry sectors in record time

New multichannel, back office and web self service mortgage platform

Complete contact centre, back office and web self service platform

Complete contact centre and back office platform. IT rescue project.

New web self service and new social platform

New web self service & social media platformFull contact centre / back office

New multi channel contact centre and back office platform


Matalan

New Contact Centre Platform

Thomas Cook

New Contact Centre Platform

Tesco

New channels for Contact Centre

Cable & Wireless

International Social Media and CC -Replatform

Capita

TVL Replatform+

L&P New Platform

LSG

Contact Centre transformation

+Revolutionise

online self service offering

About numero - 2012 Projects


About numero - numero interactive platform


About numero – Solution Components

Social

Network

Document

HandlingEmail Fax

SMS

TextXML / SQL Web Service Websuite

Web Forms

Dynamic FAQ

Secure Messaging

Personal Page

Call Me Back

Portals B2C & B2B

Telephony

CTI Gateway

Dynamic Data Forms

Scripting

Call Backs

Business Process Automation

Reporting & Management Information

Salesforce

Call Backs

Enrichment

Single Agent Desktop

Content Management System(Knowledge Base)

CRM

Oracle IBM Websphere Parcel Tracking / Back Office Systems


Where we could help


Where we could help?

• Agent Productivity and Efficiency 9 applications on desktop...increased AHT, agents concentrate on systems not

customers....Limited back office integration leading to manual tasks Voice centric – most costly customer channel

• Web Self Serve / Deflection No Dynamic FAQ, No deflective contact us Web invites voice contact

• Email Management Manual email management, multiple inboxes No automation or work flow Lack of MI around email interaction and customer experience

• Social Media, the 360° Customer View and the Customer Experience Silo based approach No single solution for Facebook, Twitter and Buzz outreach

• Strategic desire to serve receivers through THEIR selected channel


Where we could help - Email Management

Email Solution Hourly Agent Productivity

Cost Per Email

Annual FTE Cost / Num FTE

(25,000 emails per week)

Productivity Gain

Annual Saving (per annum)

Common Inbox (Outlook / Lotus Notes, Google etc)

8 £1.75 £2.275M None None

First Generation Email Management Tool(Genesis, Salesforce, KANA, Egain, Eptica, Rightnow etc)

12 £1.16 £1.517M 50% £767K

numero Interactive2

Integrated Solution with NLP, KB, Workflow, MI

25 £0.56 £0.728M 200%+ £1.547M

1. Assumptions: Agent Cost of ≈ £14 / hour2. Based on typical client deployments of numero interactive with NLP, integration and automation


Email Case Studies - Tesco


Email Case Studies - Argos


Email Case Studies - Kitbag


Where we could help – Agent Productivity

• Single Agent Desktop Voice, Email, Web Chat,

Messaging, Mobile, Social, Knowledge Base all on one screen

Reduced training need Empowered agent -

Reduced AHT and increased FTR

• 360° Customer View Full Customer and Case

View Channel agnostic

• Business Insight Complete MI across

ONE application

• Agent Productivity Our clients typically gain

33-50% uplift

Empowering the agent in one desktop allows the agent to concentrate on the customer not the IT systems. Increasing AHT and driving customer experience


Where we could help – Web Self Serve

• 57% of consumers across all age groups will search for an answer to a question online first

• 30% of inbound calls are from customers on the company's website at the same time that they are talking to an agent on the phone

• Utilises same Knowledge Base as Customer Service advisors to provide consistent message across channels

• Typical reduction of 25% of incoming contact...some of our clients have achieved 33%+ reduction in FTE

When customers self-serve not only will they have a better customer experience but it will dramatically reduce inbound contact giving a huge cost saving in FTE


• Improve Customer Experience - numero will enhance your customers’ journeys across any channel they elect to communicate with you

• Reduce Cost to Serve - numero will drive improved contact centre efficiencies and productivity allowing significant FTE reduction and cost savings

• Embrace Social Media - numero is social media ready. Facebook and Twitter monitoring right into the Contact Centre

• Gain True Customer Insight - numero will give you full 360° customer view, customer behaviours and unparalleled business insight

• Proven Delivery – numero have delivered to the largest organisations in retail, logistics, financial services and public sector

• Risk / Reward - Each engagement we undertake is predicated upon a positive ROI return through business case proposal and risk sharing “skin in the game”

Where we could help - Summary


Summary - Testimonials

“Quite simply put, numero are one of our 3 key strategic technology partners”

“numero has consistently delivered on time, to budget and offered excellent post implementation support. In fact they have exceeded all our expectations”

“numero can be trusted to deliver world class solutions”

“As a leading BPO we have evaluated all the main multi-channel interaction solutions and numero is streets ahead both as a partner and technology”

“A superb company to do business with”

Greg SmithGroup CIO, Yodel (formally DHL UK)

Pete ConnerGroup CIO, Argos (Home Retail Group)

Birger ThorburnGroup CIO, Cable and Wireless

Vic GysinGroup COO, Capita

Jamie HughesHead of Customer Service, Tesco.com


Next Steps – Our Approach


Next steps – Our approach

Engage – Introduce numero, understand client’s operation, evaluate potential

Study – Review business functions, identify opportunity, quantify benefits

Playback – Present findings, proposed solution, projected benefits and ROI

Approval – Acceptance of ROI and solution, budget secured and contract agreed

Elaboration – Detailed design documentation and project planning

Construction – Build of solution using Unified Process approach

Transition – UAT, Training, go-live support, on going support and maintenance

numero A

ctnum

ero Pro


Thank you

Ian DaintithAccount Director

[email protected]+44 7590 828540

mailto:[email protected]


Capabilities


Web Chat

• The right chat, at the right time, with the right customer... no wasted chats

• Rules Based Web Chat Engagement – known customer, time on site, checkout stage, basket contents, purchasing history....

• 360 Degree view of customer fully integrated to case and customer records

• The most cost effective customer engagement channel circa 40p per session...

• ~10% increase in AOV through cross sell...

• 25%+ baskets closed when chat engaged with numero...

numero interactive user interface

Web Chat and Call Me Back branded online examples


Single Agent Desktop


Integral Knowledgebase

introduction to numero 30 th july 2012

Documents

numero commercial

customer experienceintegration

customer relationsstreamline

customer contact councilemail

enhanced customer experience

customer satisfaction

numero introduction

numero solution