n umero retail solutions

© 2012 numero - Commercial In Confidence

numero retail solutions

Prepared for Waitrose Limited

Ian DaintithAccount Manager

29th February 2012


Proposed Agenda

• Introductions• Objectives for Today• About numero

Who, What, Why Customer Service Challenges The numero interactive platform – overview Case Studies

• Next StepsPlease ask questions throughout


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

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 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


Multi-channel solutions

Email Document Telephony SMS/MMS Messaging

Websuite Web Chat Call Me Back Mobile

Facebook Twitter Buzz Other


Jenny

Gary Barry Mike Anne Gordon

Challenges : Demographics and Channel

Fire and forget consumerist

Digital DIYdude

Silver surferNo nonsensetrouble shooter

Old fashionedservice lover

Grumpy oldman


Challenges : Some research data

• .....Forrester and SeeWhy state 80% of baskets are abandoned before checkout and this figure is rising...yet 30% are due to reasons customer services can influence...

• on average 82% of customer defections are due to issues relating to customer service

• EConsultancy state that 48% UK consumers said the telephone is the most frustrating customer service channel - 8 times more frustrating than live webchat and 3 times more frustrating than email...

• 57% of the inbound calls were from customers who had tried to resolve the issue online before calling. More than 30% were on the company’s website while talking to the service representative... Customer Contact Council

• More than 44% of online consumers say that having questions answered by an agent while in the middle of an online purchase is one of the most important features a Web site can offer – Forrester Research

• 15% of people aged between 16-24 prefer to interact with customer service on social media. This demographic is not just the future it’s the now – EConsultancy, 2012

• Companies lose 10 customers to every 1 that actually complains and it costs companies on average 20 times more to obtain a new customer than to keep an existing one.


The successes


Our Clients : Retail, Utility, Public, Finance

►◄


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

2012 Projects


The numero platform


Enrichment

Single Agent Desktop

Content Management System

CRM

Reporting & Management Information

Business Process Automation

Fulfilment External Applications

numero solution components

© 2012 numero - Commercial In Confidence Page 14

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


Capabilities


Email Management

• Email now accounts for 20% of contact centre workload across our clients and growing...

• Typically we see 200% increase in email productivity over Single Inbox Solution (Outlook, Lotus Notes etc)

• Email productivity from 8 to 20+ emails per hour per agent

• Each incoming email typically costs an organisation more than £1 to handle...

• Natural Language Processing interprets nature of enquiry and categorises and prioritises routing to correct advisor...no manual intervention

• Consistent messaging powered by Knowledge Base and Pre-Authored Content...

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


Integral Knowledgebase


Self Serve and Dynamic FAQ

• 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

• Typical reduction of 20% of incoming contact...some of our clients have achieved 33%+ reduction in FTE

• Improved customer service by increased First Time Resolution

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

• numero solutions power both web and Facebook...


Single Agent Desktop


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


Case Studies


Selfridges

Selfridges:

• World famous brand with 100 years of customer service excellence

• Recently named Best Department Store in the world

• Selfridges Group turn over approaching £2billion

• Services via store, telephone & online

Our Solution:

• Manages Ecommerce alerts and exceptions related to orders, deliveries & payments

• Handles inbound and outbound telephony, email, document handling, fax and SMS

• Reduces email handling by 50%

• Reduces document handling by 25%


Tesco

Tesco:

• One of the world’s largest retailers

• Employs over 492,000 people worldwide

• Operations in 14 countries

• Services via 5,380 stores and online

Our Solution:

• Achieves Email to Call as singular business process

• Reduced email handling by 30%

• Proactive Call Handling with a target 4 hour response time

• Customer satisfaction improvement due to Call Contact rate

• Multi-brand solution


GAME

GAME:

• Europe’s leading specialist games retailer

• Over 1,300 stores worldwide

• 3 online brands; GAME, Gamestation and Gameplay

• Services via store and online

Our Solution:

• Increased productivity by 300% and improved quality of service for email channel

• In-store helpdesk solution to increase availability of store based staff

• Working at a strategic level to support GAME Group’s multi-channel development plans


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

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


Summary – Why engage with numero?

Benefits Typical savings

Financial Returns • 25% cost savings across the contact centre operation £350k per annum return

• A significant ROI of 220% with break-even within 9 months

Operational Efficiency

• 40% reduction in inbound email due to deflection, first time resolution and web self serve

• 25% increase in productivity (transactions per week)

Sales Uplift • Recovery of 10% of abandoned shopping carts £250K per annum in revenue• Increase of 15% in repeat orders £750K per annum

Marketing Reach • Customer acquisition costs reduced by 10% through social media engagement and increased retention

• 35% increased return on marketing spend through a 360º view of the customer

Customer Satisfaction

• Customer satisfaction rating raised from 75% approval to 97%

An on-line retailer with a customer contact centre of circa 50 agents recently engaged with numero. The benefits were outstanding:


Summary - Consequences of engaging

Before numero After numero

Excessive Average Handle Time and poor First Time Resolution rates resulting in frustrating repeat calls

SLA based workflow “screen pops” work to the agent with all associated customer and case records improved ftr and < call backsUps ell and cross sell introduced, + happy customers

Manual email and document management; email through common inbox, documents separate manual handling

Full email management with Natural Language Processing allowing automation

Agent Desktop with multiple applications running, high staff turnover, long training cycles

One single desktop application, context based to empower the agent to resolve enquiry “one and done”

Customers phoned in to chase their order / service Customer kept fully up to date by proactive personalised updates informing them at every stage of the status of their ??

Customers phoned in to chase their order / service Customers can go on line and self serve themselves when they want to and how they want to

Disjointed, silo based channel approach 360 degree view of all customer interactions for every contact across email, voice, web, mobile and social media

High online abandonment from the check out (dropped basket) rate with no recovery effort (no upsell in call centre)

Pro-active, rules based, scheduling of call backs, email and web chat to engage customer on basket drop

Inconsistent customer interaction content Interactive, organisation wide platform Knowledge Base powering dynamic FAQ on web and advisor

Poor/none existent MI around Contact Centre performance Full suite of MI reporting services and dashboard across contact centre operations and customer KPIs

The table below shows typical before and after comparisons for clients who engage with numero.


Thank you

Ian DaintithAccount Manager

[email protected]+44 7590 828540

mailto:[email protected]

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