high performance customer · 86% of customers are willing to pay more for a better customer...
TRANSCRIPT
High Performance Customer Transforming Your Customer Service From Good To Great
Practice Director – Customer Care
PowerObjects
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Greg Moser
Meet your Presenters 2
Contact Center Subject Matter Expert
PowerObjects
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@GregMoser2
281.725.1789 612.339.3355 x125
Adam Borst
@JoeCRM
Agenda 3
Our PowerObjects High Performance Customer Care Point of View
Why Consumer Behavior is Driving This Omni-channel Transformation
High Performance Customer Care Presentation
CRM Customer Care Benefits
Questions
About PowerObjects 4
Revenue: 6.1B with over 1B in Profit
Operating in 31 Countries
110,000 Employees Worldwide – 10,000 US
Over 850 Microsoft Dynamics CRM Customers Worldwide
Largest Microsoft CRM Practice & Largest Support Desk in the World
We have one of the most widely visited Dynamics CRM websites in the
world – including our blog and our Microsoft Dynamics CRM Guidebook:
The CRM Book
Locations
Awards
2015 Cloud Customer Relationship Management Partner of the Year
2014 Microsoft Customer Relationship Management Award Finalist
2014 Customer Excellence Award for Cloud Transformation
2013 Microsoft Dynamics CRM Partner of the Year
2015, 2014, 2013, 2011 Inner Circle for Microsoft Dynamics
2012 Microsoft Dynamics CRM Partner of the Year
2009 - 2015 Presidents Club for Microsoft Dynamics
Our Customer Care Practice 5
Dedicated Practice
Microsoft Product Group
Analysts Event & Collaboration
R&D / Assets & Accelerators
Customer Care
“Businesses are looking for solutions that enable them to more intelligently engage with their customers. Providing these businesses with the most personal, proactive and predictive solutions is the focus of our strategic alignment with PowerObjects. Together, we are committed to drive transformation in the Customer Care industry through the combination of Dynamics CRM and PowerObjects’ thought-leading innovation and product capabilities.”
- Matt Kresch, Microsoft, Director CRM Product Development
High Performance Customer Care 6
Source: TechRadar
Multi-channel support
can improve customer
satisfaction by 36%
Forrester Research
High Performance Customer Care
What is it?
7
• Global Case
Management
• Agent Desktop
• Omni-channel
• Reporting & KPIs
• Workflow
Automation
Image. Keep Frame.
High Performance Customer Care
Counter- Dependencies
8
Image. Keep Frame.
Source: TechRadar
Technology Evolution of Things… 9
Consumer Behavior of Things… 10
Consumer Segments
One quarter of millennials will leave a company after one
bad experience. By the third bad experience, an astounding
82 percent of millennials will stop using a company.
Sixty-five percent of all consumers and 69 percent of
millennials say that they feel good about themselves and
the company they are doing business with when they
resolve a problem without talking to customer service.
Millennials switch between “laptops, smartphones, and TV
on an average of 27 times per hour.”
34 percent of millennials would rather have their teeth
cleaned and 26 percent would rather go to the DMV,
than speak with a customer service agent.
Omni-channel of Things… 11
What channels do you consider as part of the “Customer Care” Center! Can agents access multiple channels from a single desktop!
Are you planning to deploy an Omni-channel approach in the next 12 months!
CRM Magazine 2015 CRM Market Awards 12
WINNER: Enterprise CRM Suite
WINNER: Customer Service Suite
WINNER: Midmarket CRM Suite
WINNER: Small-Medium CRM Suite
Why Microsoft Dynamics CRM- Choice (Cloud or On-premise)
- Ease of Use / Familiarity / User Adoption
- Ease of Development & Configuration
- Widely Adopted Code Set / Not Proprietary
- Costs / TCO / Lack of Hidden Costs
- Full Functionality Set / Customer 360
Why Microsoft Dynamics CRM 13
Agent ExperiencePhone
Chat
SocialCommunity
MessagingWeb
Video
Internet of Things
Cobrowse
Case
Management
Knowledge
Management
Business
Process
Voice of the
Customer
Service
Intelligence
Mobile &
Field Service
14
Cross-Channel ServiceOffer service anytime, anywhere
Enable customer service engagements across web, social,
chat, email, mobile, and phone, including customer self-
service and social care. Provide channel context for
personalized service with minimal customer effort.
Use real-time and historical insights to personalize every
interaction. Understand what your customer has already
viewed and searched—before they ever reach an agent.
With Service by Microsoft Dynamics, organizations can
gain critical insight, with feedback and surveys that
provide general sentiment, contextual feedback, and
transactional understanding.
Why Microsoft Dynamics CRM
15
Agent EnablementEmpower agents. Wow customers.
Empower agents with a single, unified experience to
deliver fast, amazing customer service from a desktop or
mobile device. With our customer service CRM, Service by
Microsoft Dynamics, agents can access every source of
information they need, across a diverse environment, to
provide more personalized care. They can leverage guided
resolution features, such as call scripting and policy
adherence, and a process-driven user experience, all from
a centralized view.
Service for Microsoft Dynamics enables agents to manage
cases faster and to provide differentiated levels of support,
with integrated knowledge. With mobile service
capabilities, organizations can expand their resource pools
and free agents from their desks, helping to increase agent
efficiency and to reduce cost per case.
Why Microsoft Dynamics CRM
16
Self-ServiceMake customer service effortless
Make it easy for customers to solve issues on their
own. Provide a customizable online support portal that
leverages an organized, searchable knowledgebase to
deliver real-time updates, consistent answers to service
questions, and product and service information and
documentation.
Easily create a consistent and seamless branded
experience for your customers, or create unique
portals for each one of your multiple brands from
a single deployment.
Why Microsoft Dynamics CRM
17
KnowledgeProvide the right answers at the right time.
Easily connect the right person with the right knowledge
at the right time to answer service needs. Empower
customers and employees with unified knowledge to
provide a single source of truth. Ensure that your
knowledge is relevant, by simply capturing and publishing
across your content channels, while measuring impact
through rich analytics.
Why Microsoft Dynamics CRM
18
Field Services Everything You Need in One Platform
FieldOne Sky enables companies to deliver world class
customer experiences in the field while maximizing
efficiency and minimizing costs.
Why Microsoft Dynamics CRM
19
Social CareEngage on your customers' terms
Speed resolution of even the most challenging
issues with instant access to support professionals
and subject matter experts, across internal and
external teams, with Yammer and Skype.
Leverage the Social agent desktop capability and
deliver social posts to the right agent using
sentiment, keyword, and language, and help to
ensure consistent social engagement.
Why Microsoft Dynamics CRM
20
Service IntelligenceAnticipate the needs of your customers
Identify trends, anticipate opportunities, and gain insight
through dashboards, deep analytics, and powerful data
visualization capabilities.
Organizations can identify business opportunities and
gain deep customer insight by tracking and correlating
customer satisfaction with service metrics.
Fully integrated out of the box, Microsoft Power BI and
Excel generate reports, interactive charts, and 3D
geospatial visualizations to help identify trends and
"what-if" scenarios and to forecast outcomes to help
reduce effort scores.
Why Microsoft Dynamics CRM
Benefits of Customer Care CRM 21
Global Case Management Benefits…
Voice of the Customer
Omni-channel Approach
Integrated & Optimized Agent Desktop
Real-Time Reporting & Dashboards
Workflow Automation
86%Customers Leave Due to
Poor Service
70%Consumers Will Spend
More with Good Service
Benefits of Customer Care CRM 22
OPEX Reduction What we are seeing…
30% - 50% Reduction in Agent Onboarding Time!
20% - 40% Reduction in Average Handle Time!
20% - 40% Increase in Customer Satisfaction & NPS Scores!
5% - 25% Increase in First Call Resolution!
5% +++ Headcount Repurposing!
$4.00Phone Call: Most
Expensive Customer
Care Interaction
Consumers not getting
First Call Resolution
(FCR)
30%
Analysts Research 23
OPEX Reduction What we are seeing…
Multi-channel support can improve customer satisfaction by 36%. ~ Forrester Research
86% of customers are willing to pay more for a better customer experience. ~ Fortune Magazine
70% increase in use of social channels for service. ~ Aberdeen Group
By 2017, more than half of consumer product and service R&D investments will be redirected to customer
experience innovations. ~ Gartner
By 2017, one third of all customer service interactions will still require the support of a human intermediary
(compared to 60% in 2014). ~ Gartner
By 2018, 50% of agent interactions will be influenced by real-time analytics.~ Gartner
In 2015, organizations will extend the power of predictive analytics to offer service tailored to the customer’s
profile, historical data of past interactions and transactions, and current situational data such as geographic
location, device, and browser. ~ Forrester Research
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Customer Care Demo Videos:• High Performance Customer Care Videos: https://www.youtube.com/watch?v=usEH9LJaQmY&feature=youtu.be
• CSAT & NPS: https://www.youtube.com/watch?v=r9jgvlaeIWE&feature=youtu.be
• Cti Integration: https://www.youtube.com/watch?v=47yPZk1P2lw&feature=youtu.be
PO & Forrester: Laying a Foundation for Customer Service Successhttp://www.powerobjects.com/webinars/crm-for-customer-care-centers-laying-a-foundation-for-customer-service-
success/
PO, Forrester & Alliance Health: Why Omni-channel and CRM Must be Symbiotichttp://www.powerobjects.com/webinars/why-omni-channel-and-crm-must-be-symbiotic-in-your-customer-care-
center/?ti=%3c%3c%20Test%20otype%20%3e%3e%3c%3c%20Test%20oid%20%3e%3e
Appendix: Recordings
25Healthcare Payer
Demographics: 200 Call Center
Agents serving 550,000 members
with 5,000 calls per day
Solution: Microsoft Dynamics CRM
2013, Agent Desktop, Advanced
Workflow, Knowledgebase, Cti
integration for an automated and
streamline patient engagement
Bridging the islands of data, 24
custom application and 16
mainframe screens were
consolidated into an agent desktop
to streamline the patient experience
and provide a superior level of
service
26Healthcare Payer
Demographics: 300 Customer
Service Agents, 500 Outbound
Customer Service Agents, 1,000 +
Outside Sales with over 80,000 +
customers for a 360 degree view
Solution: Microsoft Dynamics CRM,
Agent Desktop, Cisco CTI
integration, Advanced Workflow
Business Impact: Improved
interactions with customers,
vendors, and project stakeholders –
eliminate slow, tedious searching
and keying to find relevant data, Cti
integration to streamline multiple
entity search and screen pop
Customer
360
300 + Customer Service
Agents
500 Outbound
Customer Service
Agents 1,000 + Outside Sales
80,000 +Customers
27Appendix: Recordings
Thank You!