wwf uk webinar june 2015
TRANSCRIPT
WebinarHow WWF-UK Improved Email Response Times by 1.5 Days in 3 Months
Webinar Agenda
• Introductions• Presentations from Daniel Parker
Account Manager for World Wildlife Fund UK• WWF Background• Why was a solution needed?• What were the WWF-UK looking for?• What was the solution?• Business Impact• Product Roadmap• Questions and Answers• Comments and Wrap Up
Introductions
Host
Iain SwanstonSales & Customer
Service Expert
Presenter
Daniel ParkerAccount Manager
WWF-UK
Technical Specialist
David LoughProduct Manager
Logicalware
How WWF-UK Improved Email Response Times by 1.5 Days in 3 Months
BACKGROUND
• WWF-UK: A global conservation organization working in over 100 countries
• Founded in 1961 - The UK organisation was the first WWF• 300 staff• 700,000 active supporters• Customer support based in Woking• Customer Service activities focused around committed donation
sales in addition to general enquiries
Why did WWF need a solution?
• Existing email management software was generic and not best suited to the demands of a modern Customer Service Centre
• The existing email management software had little ability to customise or support new streamlined business process
• WWF had no ability to measure performance of individual agents
• Team leaders had no capability of reporting KPI’s on Productivity or Service levels
• Agents were wasting time assigning emails to the service team
What were WWF-UK looking for?
WWF were seeking a solution that offered improvements in productivity, better management & reporting and delivery of the WWF service levels.
PRODUCTIVITY• First call resolution• Agent prompted with pre-populated template responses for speed and
consistency of quality• Active and waiting messages• Automated responses
MANAGEMENT• Forecasting Accuracy• Adherence to Schedule• Average age of query• Customer call frequency• Measurements against service level agreements
SERVICE• Call centre status metrics• Service level response time
What was the solution?
• Mail Manager deployed alongside existing email management system to specifically handle all Customer Service Enquiries
• WWF with the support of Logicalware Consultants created new workflows to streamline their business process
• WWF created new user friendly automations, web forms, templates and filters to support the new business process
• Customisable reports were created in Mail Manager to provide insights into response times and other important KPI’s
Process Automation
What was the Business Impact?
• Up to 40% of enquiries are now handled by automated replies • Overall response times have been reduced by 33%• Increase in agent productivity whilst increasing the overall
customer experience• No increase in staffing levels required• Scalable solution in place which can grow with the business• Customer Service Department now able to offer Social Customer
Service with existing staffing• Emails and Social Media now handled in one solution• No additional technical resource required as usage of
Logicalware MailManager increases as WWF have grown
Product Roadmap
• WWF needed a supplier that could work with them and would develop the product based on their needs both now and in the future
• MailManager is a mature product, tried and tested for 11 years, and is continually evolving via a Customer User Group: for example, the addition of Social Media which was launched in 2014
• Innovations continues with live Chat and greater integration into business critical software such as ecommerce platforms, ordering systems, databases, CRM
Questions and Answers
Next Steps
• If you would like us to help you automate and improve your customer journeys and business processes we can map out your highest traffic process for £975 + VAT per day and demonstrate how you can then create your own automations.
• We will be in contact in the next 24 hours with a recording of the Webinar for you to share internally and discuss any next steps you feel would be appropriate.
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