omnichannel and the digital ecosystem · 2017-05-03 · clive raynes, head of delivery, sales, o2...
TRANSCRIPT
Clive Raynes, Head of Delivery, Sales, O2 UK
Joris Vollebergh, Business Services Director CRM, Liberty Global
Dario Di Bella, Communications Solutions EMEA Director, Salesforce.com
Yossi Zohar, Director, Communications Industry Product Marketing, Salesforce.com
Omnichannel and the Digital EcosystemAttracting, Retaining and Growing Customers with 1:1, Effortless Experiences
Customers expect a seamless, consistent & personalized journey across all the channels
Mobile
Store
Call Center
Social
Online
Face to Face
*Transforming Customer Experience: From Moments to Journeys, 2013
Delivering Exceptional Omnichannel Experience Leads to Business Results
+36%
Customer satisfaction
+19%
Likely to stay/renew
+28%
Willingness to recommend
+33%
Less likely to cancel/churn
The Customer GapMost service providers are not delivering on customer expectations
Skype
Line
Yes please after 4pm thx
Viber
SnapChat
This week is wide open.
Messenger
Slack
Your Company Your Customers
ExpectationsSeamless
ConsistentPersonalized
Proactive
RealitySiloed
InconsistentImpersonal
Reactive
Allo
SMS
My internet is down
Great - I need to see someone today
Oh no! Would you like someone to come on site?
Communications Service Providers Are Not Meeting ExpectationsPoor omnichannel experience leads to poor loyalty and missed revenue opportunities
86%
do not get seamless experience across channels
94%
transition to assisted channels to complete their purchase
85%
of consumers start their shopping journey in digital channels
Sources: 2016 Connected Subscriber Report, Salesforce Research, 2016; HeyWire Business Survey, 2014; Satmetrix Benchmark 2014 and Forrester
70%
lead fallout
6NPS
Root Cause: Disconnected Customer Interaction Channels
Web Self Service
Mobile Apps
Social Media
Call Center Retail Store
Field Sales
The Customer Success Platform for CommunicationsEnabling You to Deliver a True Omnichannel Experience
Legacy Systems of
Record
Platform of
IntelligentEngagement
Service AssuranceNetwork
ManagementProvisioningBilling
LocationManagement
Collections
Delivering a Seamless, Consistent & Personalized Omnichannel Journey
Proactively Engage & NurturePersonalized, Right-Time
Communications
Assist & Follow UpConvert More Leads via Seamless Transition to Assisted Channels (Telesales, Retail Stores, Door to
Door Sales, etc.)
Close SalesAccelerate Time to Revenue with
Smart CPQ and Order Capture
Generate DemandGenerate More Leads Via Personalized
Digital Shopping Experience
RecommendDetermine the Next Best
Engagement
Collect, Analyze &
PredictCustomer Behavior
& Usage
© 2017 TM Forum | 9
Omni Channel
Clive Raynes
Head of Delivery, Sales
© 2017 TM Forum | 10
Voice
Omni-channel Landscape
RetailConsumer
Business
25m customers
interacting with
these channels
Sales & Retention
Sales & ExperienceOnline eCommerce & self
service myO2 native app and
responsive web site
Online eCommerce & self
service inc. company invoice
© 2017 TM Forum | 11
Customer Interactions
477 Retail
stores across
the UK
3000+ Agents
across the UK and South
Africa
(Sales & Service)
BusinessConsume
r
BSS
Learn
3m weekly unique
visitors Online
© 2017 TM Forum | 12
Omni-channel Industry Challenges
88% of customers use digital
channels at some point in their
shopping journey
Accenture Research 2016, “Delivering Omni-channel Now”
“Accenture research shows that
consumers are now non-stop. So, how
can organisations capitalise on the
radical shifts in consumer behaviour to
drive higher satisfaction and revenues?
The first step is to understand what
today’s customers expect from the
businesses they buy from.”
88%
48%
3.2x
2.6x
48% of customers cross back
and forth between digital and
physical interactions with
companies
Multi-channel customers are
responsible for 3.2x the sales
and 2.6x the margin of store-
only customers
© 2017 TM Forum | 13
SMB Omni-channel
▪ Small Medium Business
eComm built on Salesforce
with CloudSense CPQ
▪ Common data layer with;
SMB customer facing front end
Voice Agent facing front end
Retail Agent front end
3rd party front end
Customer
Sites
Partner
Sites
Integration
CRM
CPQ
BI Reports Fulfillment Order Mgt.
PortalsShopSelf-Serve
Customer
Service
Enterprise / SMB Contract Mgt.
Product
ManagementBasket / Orders
Payments
SitesLeads
/Marketing
Case Mgt.
© 2017 TM Forum | 14
SMB Omni-channel – in action
Retail – Experience stores Online – SMB eComm
© 2017 TM Forum | 15
Facts and Figures
© 2017 TM Forum | 16
Next Steps
CloudSense Upgrade
• Upgrade to the latest version of CloudSense’s CPQ
telco product
• Faster time to market, ability to utilise OOTB
capabilities and reduces TCO to support SMB &
Enterprise Public Sector
Wider Cloud First Strategy around Scalability
• Cloud First for any new BSS and Channels
implementations
Digital Transformation
• Digitising & Automating our E2E processes
• Wider BSS (Consumer & Business) & omni-channel
transformation to use OOTB processes
Dario Di Bella
Business Service Director CRM
Partnering for Success across B2B Communications
B2B Business Results
38Decrease in
IT Costs
%
12 %
SMB Revenue Growth 30-
Repeat Customer
Visits
%
24 %
Greater Order Accuracy
12 %
Repeat and Transfer Calls
-
80KEmployees Connected
© 2017 TM Forum | 20
Joris Vollebergh
Business Services Director CRM
Case Study
© 2017 TM Forum | 21
Liberty Global Operations
© 2017 TM Forum | 22
Driving Omni channel enabling our B2B growth
© 2017 TM Forum | 23
Linking customer journey with sales channels processes
€
ENDORIENTATE BUY RECEIVE /
INSTALL
USE PAY CHANGE
Personalized Offering
Request-to-Answer
Easy Order and Confident Delivery
Order-to-Payment
Accurate Billing
Usage-to-Payment
Easy Change
Request-to-Change
Proactive Retention
and Leave Well
Termination-to-
Confirmation
Efficient Technical Issue
Resolution
Problem-to-Solution
Smooth Non-Technical
Issue Handling
Complaint-to-Solution
Un-authenticated portal
Authenticated portal
Front / Back - office
Business partners
Door to door
Field engineers
Sales
Channels
Thank Y u