Download - OnProcess’ Journey to Automation - IRPAAI
OnProcess’ Journey to AutomationMichael Prokopis – VP, Strategy & Innovation
Agenda
• Introductions
• Selecting Nice
• OnProcess Technology Use-Cases
• Impact
• Learnings
• Questions
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Robotics…some things are easy…
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Introductions
Post-Sales Lifecycle
Revenue RecognitionRevenue AssuranceContract Service Sale
Triage Service Order Mgmt.Service Event Asset Mgmt.Resolved Issue w/Minimal
Customer Effort
Sales Order Management
Service Event Management
Sales Order Mgmt.
Post-Sales Order Management and Customer Experience Transformation
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$164M of Client Actionable Economic Value
End-to-end Visibility Across SSC Ops
$60M Annually CapEx Avoidance, Improved
CSAT
14pt Improvement in CSAT
40% Savings in End-to-end Service
Order Mgmt., $20M/Yr. Savings
18+ Yrs./100+ Clients / 8 Yr. Avg. Client
Tenure
$400M Annual Improved
Business OutcomesWhy OnProcess
We help many of the world’s leading organizations
optimize post-sale services -from complex sales and service events through asset
management to
improve revenue, reduce cost, and deliver
exceptional customer experiences OnProcess
Advantage
• Managed Services specialist in post-sale supply chain
• Advanced analytics-based process improvements
• Technology-driven delivery
• OPTvision℠ the industry’s only control tower solution
• Accountable, outcome-based business model
• Frictionless customer experience
• Sole focus on optimizing business processes and
reducing transactions
Selecting Nice
Starting with the idea…
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Innovating OnProcess
into the ‘Digital Age’
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Gartner Top Predictions – The Digital Future
“By 2018, 20% of all business content will be authored by machines.”
“By 2018, 6 billion connected things will be requesting support.”
“By 2018, more than 3 million workers globally will be supervised by a "roboboss."
“By 2018, 50% of the fastest-growing companies will have fewer employees than instances of smart machines.”
“By YE18, customer digital assistants will recognize individuals by face and voice across channels and partners.”
“By 2020, autonomous software agents outside of human control will participate in 5% of all economic transactions.”
“By 2020, smart agents will facilitate 40% of mobile interactions, and the post-app era will begin to dominate.”
- Gartner Reveals Top Predictions for IT Organizations and Users for 2016 and Beyond,
Gartner, October 6, 2015
Many Concepts To Consider…What is Automation?
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Selecting Nice Was a Journey!
• ~25 vendors were assessed with a detailed RFI
• Use cases were identified
• 6 Vendors were down-selected for onsite oral boards
• POC was completed to validate capabilities
• Commercial terms
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Workstream
Assess OnProcess for Opportunities - Delivery
Assess Identify Innovation Partners
Business Case
Contracting / References / Program Plan
Recruiting
Process Mapping - Phase I
March April May
Kick-Off
October
Kick-Off
Kick-Off
November December January February
Kick-Off
Kick-Off
Kick-Off
June July August September
OnProcess Technology Use-Cases
• Increase efficiency & productivity
• Create ‘greater’ operational agility…standardize best practices
• Reduce operational risk
• Improve governance and control
• Leverage technology to continue pushing OnProcess into the Digital Age
Challenges
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Are These Two Themes Opposing Forces?
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Automation
Relationship Management
Enhancing the Service Process via Virtual Assistant
In / Outbound Call (Before)
• Live agents available to assist
• Understand meaning and intent
• Recognize and extract data
• Verify and enrich data
• Determine and execute outcomes
In / Outbound (After)
ReachY
Client System
NCustomer
OnProcess Agent Outbound Call /
Email / Text / Chat
Inbound Call / Email / Text /
Chat to OnProcess Agent
…
…
ReachY
Client System
NCustomer
OnProcess
Virtual Assistant
OnProcess Virtual Assistant
Deliver guaranteed perfect
structured data
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…
…
Live Agent
Assistance
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Impact
• PDF invoices from end
carriers require input into
client system for payment
• Select data fields and
input to ERP system
– 48 hour SLA with 100%
accuracy required
– ~30 unique data fields
– Carrier determines what
information ‘must be’
captured
OnProcess’ First Program
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Data
Inp
ut
Data Inp
ut
Data Input
Learnings
Vision Skills Incentives Resources Action Plan+ + ++ = Change
Managing Complex Change
Vision
Vision
Vision
Vision
Vision
Skills
Skills
Skills
Skills
Skills
Incentives
Incentives
Incentives
Incentives
Incentives
Resources
Resources
Resources
Resources
Resources
Action Plan
Action Plan
Action Plan
Action Plan
Action Plan
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Confusion
Anxiety
Resistance
Frustration
False Starts
Adapted from Knoster, T., Villa R., & Thousand, J. (2000). A framework for thinking about systems change. In R. Villa & J. Thousand (Eds.),
Restructuring for caring and effective education: Piecing the puzzle together (pp.93-128). Baltimore: Paul H. Brookes Publishing Co.
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Find a starting point and iterate
• Iterate 1: Plan, Analyze, Design, Build, Test…
• Iterate 2: Plan, Analyze, Design, Build, Test…
• Iterate n: Plan, Analyze, Design, Build, Test!
Agile Development
Nice’s Real-Time
Designer tool supports
iterations and builds
layer-to-layer
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Questions
200 Homer Avenue, Ashland, MA 01721
(508) 520 2711
www.onprocess.com
O :
M :
E :
Michael Prokopis
VP, Strategy & Innovation
(508) 623-2164
(508) 308-4546