rightnow in government: multi-channel solutions for superior

RightNow in Government: Multi-Channel Solutions for Superior Constituent Care

Chris Sortzi, VP Public Sector

RightNow Technologies

August 29, 2007

Agenda

• Definition of Multi-Channel Constituent Care

• Benefits

• Customer stories

• Q&A

Most Frustrating Industry to Deal With Via Phone Harris Interactive, 2007 Customer Experience Impact Report

Industries that are the most frustrating to deal with via phone for customer service

Most Frustrating Industry to Deal With OnlineHarris Interactive, 2007 Customer Experience Impact Report

Industries that are the most frustrating to deal with online for customer service

Importance of Improving Constituent Service:Citizen Service Levels Interagency Committee (CSLIC)

• Telling constituents what to expect and “doing it right the first time” are key to building constituent trust and confidence

• Citizen-centric government

Download: www.usaservices.gov/word/performreport.doc

“walk-in response within 15 minutes”

“90% email response within 2 days”

“80% phone response within 60 seconds”

Delivering Utopia

while

Deliver a Differentiated Constituent Experience

• Consistent across channels

• Proactive, pre-emptive

• Personalized

Meeting SLAs and controlling costs?

• Call center efficiency

• Customer self-service

• Agent ramp-up time

Definition of Multi-Channel Constituent Care

Ability for companies or agencies to present customer service,

both assisted and unassisted, to customers where customers

may be recognized and receive personalized, consistent

information from the best-suited agent regardless of the access

point.

Components of the Multi-Channel Contact Center

Incident Management

Web Self-Service

Agent Knowledge Base

Email Response Management

Chat & Collaboration

Proactive Communications

Voice Solutions

Computer Telephony Integration

Customer Feedback

Service Analytics

Shifting Trends in the Channels Customers Use

Assisted ServiceSelf-Service

In Dollars

Average Cost

0.00

1.00

2.00

3.00

4.00

5.00

6.00

7.00

8.00

9.00

10.00

11.00

12.00

PhoneText ChatE-MailIVRWeb

0.45

5.00

7.00

5.50

0.24

Variability

Delayed

Real-Time40.00

Source: Yankee Group contact center manager survey

Multi-Channel Cost Per Contact

Source: Government & Non-Profit Industry Benchmark Report

Findings• Average volume of inbound calls

is over 1 million annually

• Government & Non-Profit industry average cost per call is more than 2x the industry best

Interpretation• Just a 2% reduction in the cost

per call would represent a savings of over $338,000 annually

Average Cost Per Inbound Call

Source: Government & Non-Profit Industry

Benchmark Report l/Jon Anton 2006

Finding• IVR self-service is almost 1/3

of all automated self-service

Interpretation• IVR is still preferred self-

service option, especially when combined with speech recognition

• Steady growth in multi-channel self-serviceSource: Government & Non-Profit Industry Benchmark Report

Self-Service Contacts by Channel



Multi-Channel Integration - Government

Source: Government & Non-Profit Industry Benchmark Report

100% of the best of government & non-profit have integrated channels/touchpoints.



Audience Poll

• How many of you are using:

– Web-self service?

– Email response management?

– IVR?

– Voice/speech recognition solutions?

– Chat?

– Other?

• Is there another channel you are plan to use that you aren’t

today? Why is that important to you?

The Impact of Multi-Channel Care Done Well

• Superior constituent experience

• Reduced operational costs

• Improved internal business processes

• More constituent information

• Agent efficiencies

• Single view of customer—whether citizen, another agency, a business, or employee

• Seamless constituent/ customer service

• Consistent information delivery

• Personalized service

AgencyAgentConstituent/Customer

Doug Dostal

Briggs Corporation

Briggs Multi-Channel Strategy

• 50,000 customers across 5 markets, 12,000 SKU’s

• Small orders (2-3 lines, $150)

• 70% of orders taken over the phone

• 23% of orders through the web

• 7% of orders by fax\mail

• Our business was not going to grow without improved order

efficiency and cross channel communications

The Opportunities

• Excellent Customer Service staff but knowledge not captured

• Core products are information driven

• Dynamic market, events occur monthly that create opportunities

– We were to ‘slow’ to capture benefits of those events

• Our markets are ready to use the web for business

• Launching online version of products in 2008

How RightNow Fits In

• Customer Service knowledge is captured, evaluated and used to

improve service and products

• Customer Service contacts are immediately visible to Sales &

Marketing staff

• Marketing events are immediately available to Sales & Customer

Service staff

• Marketing Campaigns are now measurable

• We didn’t have to integrate channels in RightNow, gave IT staff

time to integrate with our ERP system

• Provides connecting point with partners

Breadth of RightNow Deployment

• 185 Seats – over 2/3 of organization logs in to RightNow daily

• Areas of deployment:

– Customer Service

– National Sales – Disconnected Client

– Telesales

– Accounts Receivable

– Marketing

– Marketing Communications

– Contract Services

– Data Services

– Warehouse Operations

– Information Technology

Results

• 10% increase in outbound

phone sales productivity

• 25-40% response rates for

rapidly executed email

campaigns

• 38% improvement in first-

call resolution rate

• Greater overall visibility into

and responsiveness to

customers’ needs

Lessons Learned

• Plan for integrated use from the start

• Let the customer help you

• Implement with your strongest area first

Nicole Canoyer

U.S. Customs and Border Protection


Business Objectives

• Provide US Customs and Border Protection (CBP) customers the information they need, quickly, cordially, and with a high degree of accuracy

• Provide the Customer Service Center (CSC) the ability to give CBP executives and Congressional liaisons statistics and reportsthat they could understand

Solution

• Replaced internal only solution implemented in 1999 in 2002 with RightNow

• Before CBP implemented the RNT solution customers were only able to obtain CBP information Monday through Friday 8:30am-5:00pm

• Began with RightNow Service on a temporary basis to handle 300 calls and 50 emails a month with a staff of seven

• In July 2007 alone, the (CSC) had 958,438 hits to the knowledge base with 3,543 emails submitted and 6,245 calls offered with 1,196 calls abandoned with no significant staff increases

• To avoid the landslide of emails - CBP implemented a procedure that requires customers searching the knowledge base to go into a Q&A before submitting a question to the CSC

• External customers

– Knowledge base for web self-service

• Internal customers

– Knowledge base to help answer questions

– Route requests internally and track all phone calls, complaints, and emails in one system


Results

• Reduced the number of inbound emails through web self-service

– Get over 900,000 hits a month, but only around 3,000 emails

• Use reporting to track trends, hot topics, new initiatives, and

complaints

• Gather feedback

• Have shared knowledge base with usa.gov

Lessons Learned/Next Steps

• Adding the voice piece of RightNow to the CSC phone system for the

Western Hemisphere Initiative

– While on hold and waiting for a representative callers can search

the RNT knowledge base on passport requirements and travel

requirements without loosing their place in the queue

• Adding Surveys

Future

• Online ordering of Publications and forms

• Pushing (marketing tool) Press Releases to the Media

Martin Mans

Motorola

Business Objectives

RightNow at Motorola

• Web self-help KB

– +4 million customer interactions per month

– Locator at hellomoto.com

• Agent KB

• Call Center Desktop

• Email Management (collect, autoresponse, agent)

• Call Triage using IVR/Voice Self-Service

– Trouble Shooting

– Closed incident Survey (agent)

– Repair Status

– Locator

• Chat

• Surveys

– Closed Incident

– Voice

Web Self-Service at hellomoto.com

Challenges

• Target audience moving to web and email for support

• Increasing expectations for ability to self-serve

Results

• Very high self-service rate

Recommendations

• Focus L&F, navigation on ease of use

• Constantly refine content

• Include Locator if appropriate

Call Triage Using IVR Self-Service

Challenges

• Escalating agent costs

• Difficulty in collecting accurate VOC data

Results

• Very high ROI

• Dramatically increase call data accuracy

Recommendations

• Integrate other apps into voice self-service where appropriate

Agent Portal/KB

Challenges

• Thousands of phone agents distributed across the globe, with varying skillsets

Results

• Higher consistency of agent knowledge

• Reduced training burden

• Easy to push info to the field

Recommendations

• Make KB universal, covers all products/services, questions

Learn More From Your Peers

• Wednesday, August 29 at the Summit

– 6:30-7:15 PM - Public Sector Reception with Greg Gianforte

Location: C.O.D. Room in Broadmoor South

• RightNow Community: http://community.rightnow.com/

– Federal Government Forum

– State & Local Forum

• RightNow Federal User Group (FUG)

– November 8, 2007 in Washington, DC

– Visit: www.rightnow.com/events for details and to register

Resource Links

• Citizen Service Levels Interagency Committee (CSLIC) Report: Proposed Performance Measures, Practices and Approaches For Government-wide Citizen Contact Activitieshttp://www.usaservices.gov/word/performreport.doc

• State and Federal E-Government in the United States 2007, Center for Public Policy, Brown University

http://www.insidepolitics.org/egovt07us.pdf

• Benchmark Portal

http://www.benchmarkportal.com

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