numero social media solutions

© 2011 numero - Commercial In Confidence

numero social media solutions

15/11/2011


Agenda

• Introductions

• Current state of play The problem Highlighted requirements Potential solution

• numero overview Products and company

• numero and social Twitter Facebook Outreach

• Benefits


Current state of play


The problem

• Santander has an existing problem with people’s perception of poor customer service

• The problem is both in-branch and via communication channels

• Santander has no insight into customer conversations and no way to action any negative sentiment

• Santander have no ability to repair brand relationships in new channels (social media) using them as customer interaction channels

• Highlighted social media as a key area where consumer sentiment is being expressed:

Within networks Twitter

Externally on the wider web Forum posts Blogs


The problem – desired solution

Desired Outcome Required Action

Reduce Written Complaints Improved Satisfaction & Deflection

Pro-Active Response Monitoring & Rapid Response/Resolution

Drive Positive Feedback on social media Delivery of positive response & self-promotion

Drive customers from email to social Solid service on social. Promotion of channel

Balance of sales, calls and social Implement universal work queue & agent profiling


The problem – where numero can help








What numero can do…

• Reduce written complaints Improve service on other channels Improve deflection from written using dynamic FAQs Improve “self-service” offering

• Proactive response to issues 24/7/365 monitoring Prioritization of important commentary Improved response/resolution time through template content, auto-suggestion data archives and

automation SLA aware Universal queue & case history for telephony agents

• Drive positive customer feedback on social Inbound and outbound messages Template content and QA Resolution “in-channel” will promote a positive (public) customer experience

• Drive customers from email to social Warm handovers from email to social Inbound email deflection to push to social Social will be the quickest, easiest path to resolution in some cases Automation


What numero can do…(cont.)

• Inbound workload balancing Core feature in resource manager which is aware of:

– Agent skill profiles– Agent average time per:

• Company• Category• Customer

– Agent affinity– Inbound communications– SLA/Targets– Secondary Profiles

Advanced QA system Advanced reporting and supervisory controls


numero overview


Overview and business reach

Our partners committed to delivering world class solutions through working with numero:

North America

Europe

India

Australia

Caribbean&Panama

UK

MacauMonaco

Falklands


Latest clients

►◄


EmailLetters

SMSCall Backs

XMLetc

numero Solution Operation

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

CTITelephony

Proactive Events

Reactive Events

TwitterXMLetc

TelephonyCTI


Tesco Bank

Tesco Bank:

• Tesco brand critical to the Mortgage offer

• Club Card integration key to success

• 6.5 million customer accounts

• Services via store, telephone & online

Our Solution:

• Manages 250+ agents through multi channel

• Delivers a single view of the customer

• Complies with FSA demands

• Integrates 5 major mortgage systems

• Supports a business critical solution


Tesco Bank

Benefits:

• Business process automation, assisted agent action, self-service and workforce management

• Integrates multiple contact channels into a single solution

• Contact centre efficiency• Improved customer service• Enhanced revenue opportunities – automated

responses tailored to offer relevant cross sell opportunities, case and customer recognition promote positive experience

• Meets all FSA compliance requirements

Do you mention FSA in last point?


Secure login

Tesco Bank web site

Tesco Bank


Secure message home

numero Web Chat

Tesco Bank – Secure portal


Secure message inbox

Tesco Bank – Secure portal


Tesco Bank – Self service


Imagine If...


Art of the possible…. Santander

Play Santander ‘Imagine If’ VideoImagine If… Santander Video

http://www.youtube.com/watch?v=VAt2FPUSxSM

http://www.youtube.com/watch?v=VAt2FPUSxSM


Summary – What you have just seen…

Web Chat, Twitter outreach, Native Facebook resolution, Buzz

monitoring, Prioritised work queues, Case management, Diarising Work, Systems Integration, Secure portal,

Automated work flows

Inbound + OutboundSystem EnquiriesJenny communicates through

her desired method


What we could have shown you…

VIP Client initiating call into PCS teams

Raising Complaints from Front Office

Complaints management

process

Front and Back office integration

TelephonyEmail managementSingle Agent DesktopCall Me BackProactive SMS Multi LanguageDynamic FAQ

ID&V

Credit Checks


The other side… what the agent sees

Play Santander ‘Imagine If’ Video


Twitter


Implementation example

• numero handles the dedicated support account

• numero can receive inbound support queries as well as search for them

• numero asks users to private direct message a unique id, their problem and a contact point

• numero detects inbound dms, locates customer IDs and processes as a normal work item

• Agent can then respond through customers preferred method (or not).


Example one

• Customer contacts support account for support Automation Backend integration

• Marketing account receives a support “lead” and hands-over to numero to process

• Customer broadcasts to followers and numero recommends intervention


Example one

Jenny tweets:“@santander_help I’ve an incorrect charge on my account!”

@santander_help I’ve an incorrect charge on my account!

@santander_help

numero


numero automatically replies:

“Hi Jenny, please DM us your account ID and email address.”

Example one

Hi Jenny, please DM us your account ID

@santander_help

numero


Jenny does. numero automatically picks up the account ID and replies privately with the details of the charge.

Example one

Jenny, the details of the charge are….

@santander_help

numero

CRM

OMS

Banking Sys.


Jenny, the details of the charge are….

@santander_help

numero

CRM

OMS

Banking Sys.

Reports

Jenny’s enquiry is logged, and her twitter handle is recorded in the CRM. If she rings later, the agent will be aware of the interaction

Example one


Example two

• Customer contacts support account for support

• Marketing account receives a support “lead” and hands-over to numero to process Working with marketing Call-back and call center integration

• Customer broadcasts to followers and numero recommends intervention


Example two

Jenny sends a private message to marketing:“I’ve tried to ring all week, please help!”

I’ve tried to ring all week, please help

@santander_UK


Example two

Marketing team DM support account with the name of user & the nature of their enquiry.

I’ve tried to ring all week, please help

@santander_help

numero

@santander_UK


Example two

numero reaches out to Jenny and asks her to DM a contact number/email and a convenient time to call.

@santander_help

numero

Hi Jenny, we can help you…

CRM

OMS

Banking Sys.


Example two

numero schedules the call automatically and an agent rings Jenny at a convenient time.

Hi Jenny, we can help you…

@santander_help

numero

Reports

CRM

OMS

Banking Sys


Example three

• Customer contacts support account for support

• Marketing account receives a support “lead” and hands-over to numero to process

• Customer broadcasts to followers and numero recommends intervention Revenue generation Out-reach & responsiveness


Example three

• Jenny tweets to 1700 followers:

“Anyone know any good current account deals? I want cash-back!”

Anyone know any good current account deals?

I want cash-back!


Example three

numero detects the enquiry and checks to see the best deals.

numero

Anyone know any good current account deals?

I want cash-back!

CRM

OMS

Banking Sys.


Example three

numero detects the enquiry and checks to see the best deal.

Then tweets back promotional link.

CRM

OMS

Banking Sys.

numero

Try us! Click the following link for an extra £300 Cash-back if you switch!


Conclusions

• numero empowers an organization to integrate Twitter with: Other channels Back office systems

• numero provides a better experience for customers

• numero works in tandem with the marketing team

• numero can automate and standardize responses to reduce costs and confusion

• numero can be used to drive revenue through twitter


Facebook


Application installation

• Integrates existing numero interactive modules as an integrated Facebook application

Example: www.facebook.com/Avivauk


User access

• Facebook Users will need to permit us to access their information


User data

• Facebook Users can elect to share a variety of information with us

This information is stored against the customer record in numero and the email address is used to link to existing customer records


Application style

• By default the numero application is presented in a style to reflect Facebook as opposed to the actual brand in order to maintain the illusion of integration


Uses of portal

• Communication: Web Chat Secure Messaging Contact Us FAQ

• My Account Integration

• Business Processes Claims Quotations


We are building this now......

• C&W LIME• C&W Panama• N Brown• Kitbag• Express Gifts• Tesco Diets


numero Facebook portal


numero Facebook portal

Room for huge development


Social outreach


Social outreach

• Monitors the wider web for comments and discussion of a given brand

• Pushes alerts to authorized agents

• Facilitates interaction

• Integrates with numero’s wider features: Workflow QA Templated content


The 3 implementation options

1. Native support for Radian6

2. Native support for GNIP

3. XML/JSON gateways for integration with other products


Radian6

• One of the market leaders in Buzz Monitoring

• “Out of the Box” integration

• Push cases out of Radian6 and into numero

• Allow contact centre to work alongside marketing department


GNIP

• When “Buzz Monitoring” is not required we can integrate with GNIP

• GNIP is an aggregator of over 100 social data streams

GNIP Sources

Clipmarks Dailymotion Delicious Digg Diigo

Facebook Flickr Flixster Fotolog FriendFeed

Google Plus Hulu Identi.ca iLike IntenseDebate

MySpace Newsgator Photobucket Plurk SlideShare

SmugMug StumbleUpon Tumblr Twitter Vimeo

Wordpress Xanga Yahoo YouTube


XML/JSON gateway

• We have a highly configurable XML/JSON gateway

• Integration with any product with an API is possible

• numero’s goal is to work alongside existing buzz solutions where possible


Benefit analysis


The problem – where numero can help








Summary of Benefits

• Reduced Written Complaints We can resolve issues before they get to complaint stages and offer alternative

methods of overcoming them

• Pro-Active Response To Issues & Incidents Spotting “Hotspots” and not only resolving individual customers issues on Social Media

but also preparing the telephone work force for pending telephone calls

• Drive Positive Customer Feedback Onto Social Media Customers are not as likely to post +ve comments about their experience as –ve,

however it does happen. Using the forums and blogs is free publicity for the brand & products

Customers who are more likely to complain on forums are less likely to telephone Santander with an issue

• Drive more customers to Social Media From Email Faster resolution & publication of a job well done

• Utilise eCommerce Tech-Savvy Skills & Balance Calls vs. Social Tickets numero will push work to the relevant staff - skilled workforce utilised


Business Needs Met

• Time of day numero can automate/respond dynamically based on the time of day numero is aware of agent availability and opening hours The numero queue is time sensitive

• SLA of immediate Normal time from a tweet leaving a client, and arriving on a screen is around 15 seconds

– Assuming an agent is available Time for social outreach can be longer (minutes - hours)

– Users are not expecting a response usually numero is fast enough to implement any reasonable SLA

• “Wing to Wing” numero has advanced routing which will get a ticket to the right person at the right time The agent can be given an “affinity” to the case, so it will find it’s way to him / her when possible Customization & Integration is at the core of numero. At every step external processes, lookups,

queries and actions can be made.


The problem – addressed!

• Santander has an existing problem with people’s perception of poor customer service Addressed through numero – poor sentiment picked up quickly and issues addressed by the right people at the right time

• The problem is both in-branch and via communication channels Multi-channel and issues / cases passed to the right people; single view of the customer where required

• Santander has no insight into customer conversations and no way to action any negative sentiment numero will be aware of these conversations and can automate communication or routing of the correct response in multiple channels; additionally can push customer’s to secure channels where necessary, including Webchat

• Santander have no ability to repair brand relationships in new channels (social media) using them as customer interaction channels

numero will enable all social channels plus manage multi-channel communication, routing work, information (single view of all interaction and of the customer) and interaction to the right people at the right time

• Highlighted social media as a key area where consumer sentiment is being expressed:

Within networks Twitter

Externally on the wider web Forum posts Blogs numero will enable all social channels, including Twitter, Facebook and the wider web / forums / blogs


Thank you, any questions?

numero social media solutions

Documents

numero commercial

numero social media

problem santander

new channels social

socialinbound email

customer conversations

customer interaction

existing problem