presents… why omni-channel and crm must be symbiotic…...agenda why omni-channel and crm must be...
TRANSCRIPT
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Why Omni-channel and CRM Must Be Symbiotic…
Presents…
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Agenda
Why Omni-channel and CRM Must Be Symbiotic…
Housekeeping
Introduction: PowerObjects & Customer Care
Why Omni-channel and CRM Must Be Symbiotic…
Keynote SpeakerSpeaker: Art Schoeller
Forrester – VP, Principle Analyst
Keynote Speaker Speaker: Keith Brown
Alliance Health – CIO
Q & A
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Our Moderator
Jeff Wedren – PowerObjects
Director of Marketing, Leadership TeamNever one to shy away from non-traditional marketing
Housekeeping Items:
Recording today’s webinar
Q&A at the end of the presentation
PowerObjects Website:www.powerobjects.com
PowerObjects Blog:www.powerobjects.com/blog/
PowerObjects Events:www.powerobjects.com/dynamics-crm-events/
Customer Care Page http://www.powerobjects.com/services/crm-solutions-for-customer-care/
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We are a professional
services firm
100% focused on
Microsoft Dynamics
CRM.
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Minneapolis | Atlanta | Chicago | Cincinnati | Dallas | New York | Omaha | Philadelphia | San Francisco | Seattle | Toronto
Founded in 1993 – 300+ employees today
Over 850 CRM customers worldwide
100% focused on CRM since 2008
Largest Microsoft CRM practice &
largest CRM support desk in the world
We have one of the most widely visited Dynamics CRM
websites in the world, including our blog and our free
online Dynamics CRM guidebook: The CRM Book
Microsoft Awards & Recognition
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
2013/2011 Inner Circle for Microsoft Dynamics
2012 Microsoft Dynamics CRM Partner of the Year
2009/2010/2011 Presidents Club for Microsoft Dynamics
About PowerObjects
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Our Keynote Speakers
Art Schoeller – Forrester
Vice President, Principal Analyst
As vice president and principal analyst at Forrester Research,
Art Schoeller supports Application Development & Delivery
(AD&D) Professionals who plan, build, and run unified
communications and contact center workloads.
Keith Brown – Alliance Health
CIO
As CIO of Alliance Health, Keith leads the team responsible for
all information technology and technical development services.
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Why Omni-channel and CRM
Must Be Symbiotic in Your
Customer Care Center
Art Schoeller
Forrester
Vice President, Principle Analyst
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Why Omni-channel and CRM Must Be Symbiotic in
Your Customer Care Center
Sponsored by
Art Schoeller
VP and Principal Analyst, Forrester Research
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You run a contact center – is this your coffee
mug?
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The Age of The Customer shaped by social media
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© 2014 Forrester Research, Inc. Reproduction Prohibited 11
Source: January 21, 2014, “The Customer Experience Index, 2014” Forrester report
Few companies deliver an outstanding experience
53%
Very Poor(0 to 54)
42%
Poor( 55 to 64)
OK(65 to 74)
Good( 75 to 84)
Excellent( 85+)
37%
11%10%
1%
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© 2012 Forrester Research, Inc. Reproduction Prohibited
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55% will abandon
online purchases
if they can’t find a
quick answer
For 77%, valuing their
time is the most
important thing a
company can do to
provide good service
Source: January 2015, “Channel Management Core To Your Customer Service Strategy”
Customers expect effortless service
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© 2012 Forrester Research, Inc. Reproduction Prohibited
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© 2012 Forrester Research, Inc. Reproduction Prohibited
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© 2014 Forrester Research, Inc. Reproduction Prohibited 16
Source: April 23, 2014, “See Me, Serve Me: Video Chat For Customer Service Starts To Take Hold” Forrester
report
How Schuh uses video chat
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Staffing – do you hire multi-
channel skilled agents?
© 2013 Forrester Research, Inc. Reproduction Prohibited
I
In general, what is your contact center's approach to having agents serve customers through
multiple channels?
Base: 1022 contact center decision-makers with 20+ employees and 50+ seat contact center
Source: Forrsights Networks And Telecommunications Survey, Q1 2015
30%
47%
19%
3% 1%All of our agents supportmultiple channels (e.g.,voice, chat, email)
Most of our agentssupport multiplechannels, but some arespecialists (e.g., socialmedia)
Most or all of our agentsare specialists andsupport only a singlechannel
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Many centers are planning for growth
13%
51%
29%
6%
0% 1%
Increase more than 10%
Increase 5% to 10%
About the same
Decrease 5% to 10%
Decrease more than 10%
Don't know
Source: Forrsights Networks And Telecommunications Survey, Q1 2015
Base: 1022 contact center decision-makers with 20+ employees and 50+ seat contact center
How do you expect your firm's overall number of contact center seats
to change during the next 12 months?
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© 2014 Forrester Research, Inc. Reproduction Prohibited 19
Is it Omnichannel, multichannel, cross-channel, or the Discovery channel?
Taming the channel beast
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Do you support enjoyable customer
journeys?
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Organizations struggle with complex
infrastructure and don’t know where to start
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© 2014 Forrester Research, Inc. Reproduction Prohibited
Key Attributes For A Cross-Channel Integration Architecture
Source: February 2014 “Connect The Dots Between Customer Self-Service And Contact
Centers”
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Contact Center TechRadar™
Source: TechRadar
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Cloud contact center interest is modest
0% 5% 10% 15% 20% 25% 30% 35% 40%
Don't know or doesn't apply
Off-premises cloud-type as-a-service (shared infrastructure)
Off-premises hosted (dedicatedinfrastructure)
Outsourced or on-premisesmanaged CPE
Self-provisioned, self-managed
Future
Today
Today, how does your firm primarily manage or deploy its contact center technology?
In the future, (your next provisioning cycle), how do you think your firm will prefer
to manage or deploy its contact center technology?
Base: 776 contact center decision-makers with 20+ employees and 50+ seat contact center
Source: Forrsights Networks And Telecommunications Survey, Q1 2015
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© 2014 Forrester Research, Inc. Reproduction Prohibited 25
Money, money, money
How do I build a business case for this, and who pays for it?
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Use Journey Maps To Match Touchpoints To Complete Experiences
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Metrics to measure success
27
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© 2013 Forrester Research, Inc. Reproduction Prohibited 28
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Why Omni-channel and CRM
Must Be Symbiotic in Your
Customer Care Center
Keith Brown
Alliance Health
CIO
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Alliance Health Strategy Blueprint – consumer centric healthcare experience with
integrated services and partners
Alliance Health
• Communities/Leads
• Multi-channel Engagement –
web, voice, chat, email
• 360 Customer View
• Prescription Fulfillment
• Insurance and Doctor Setup
• Ongoing Customer Service
Specialty
Pharmacies
Lead Generation
& Activation
• Chronic Conditions
• Multiple Therapies
• Seeking improved experience
• Rapid Fulfillment
• Digital web engagement
• Customer Service
• High service phone
engagement
Custome
rs
Retail Pharmacy
Chains
Independent Retail
Pharmacies
Fulfillment Partners:Portfolio Offerings:
Pharma
Partners
Device
Partners
Biotech
Partners
Consumers
Partners
Ship Rx
Product to
Customer
Wearable
Partners
Research
Partners
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29 condition-specific
communities providing
support to health care
patients with chronic
and complex conditions
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Step 1: Awareness
People seeking new therapies discover our awareness
campaign and opt-in to request more information,
agreeing to a phone consultation.
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Step 2: Engagement
We contact the consumer by phone within 2 minutes
after opt-in, educate them on their options, capture
patient / provider details, investigate their benefits, create
a patient file and deliver RX to ProCare for fulfillment.
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Step 3: Adherence
PROACTIVE OUTREACH
• Text message and email reminders
• 24/7 access to online peer support
• Assess, encourage, strengthen therapy adherence
ACTIVE RECOVERY
• Contact patients who stop adhering and remove
barriers
• Patients resume therapy
• Online community provides additional support for
medication adherence
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Step 4: Empower
We develop industry leading technology
solutions and services to continually empower
our customers and our team.
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Alliance Health Integration Architecture
Dynamics CRM
Online
• Leads
• Sales
• Service
Office365
• Skype for
Business
• Collaboration
• Content Mgmt
Microsoft Azure (alliancehealth.onmicrosoft.com)
PARTNER
Authenticated
Portal Access
HIPAA Compliance
Authenticated
User Access
Amazon Web
Services
Health
CommunitiesConnect Sites
PCI Compliance
Payment
Service
PARTNER
Fulfillment &
Distribution
System
Manual, FTP,
or automated
Order Flow
Ad-hoc
Order
Inquiry
Order
Creation &
Customer
Service Exact Target
Marketing
ADX
Studio
• Partner
Portal
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Alliance Health Technology Architecture Principles and Benefits
Customer Focused Core Dynamics CRM platform focused on the customer
Flexible Multiple business partner and product proposal CRM configurations
Cloud based Cloud platforms ensure secure and scalable processes
Omni-channel Multiple methods of customer engagement – web, voice, chat, email, video
Integrated CRM is integrated with dialer, pharmacy, ERP and web platforms and services
Secure HIPAA and PCI compliance built into both platform and custom components
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Questions?
www.powerobjects.com
Contact InformationGreg Moser - PowerObjectsPractice Director – Customer [email protected]
612.339.3355