Cambridge Technology Partners 18. November 1999 Agenda Cambridge - PDF document

Cambridge Technology Partners 18. November 1999 Agenda ■ Cambridge Technology Partners ■ Marktentwicklung + Chancen im Kundenmanagement ■ Evolution vom Call Center zum Contact Center Wandel im Call Center Markt ■ Auswirkungen auf existierende Call Center ■ Beispiel für Blended Media Call Center Peter Hubele Cambridge Technology Partners Deutschland GmbH Tel. 089/ 20600-1569 Peter.Hubele@ctp.com Cambridge - heute Cambridge - Überblick und Meilensteine $612 $612 ($M) $407 $407 700 I nternationale Präsenz I nternationale Präsenz 600 $273 $273 1991 Gründung als Systemintegrator in Cambridge/Mass. USA • Gegründet Gegründet 1991 1991 500 • $180 $180 400 • 4500 4500 Mitarbeiter Mitarbeiter • $113 $113 300 • 53 53 Büros weltweit Büros weltweit Unternehmensphilosophie basierend auf Kunden- • 200 • ~ 1500 ~ 1500 Mitarbeiter Mitarbeiter in in Europa Europa orientierung, Konsens, Fairness und dem Konzept • 100 • ~ 220 in D, CH, A ~ 220 in D, CH, A Fixed Time/ Fixed Price • 0 1994 1995 1996 1997 1998 Technologische Umsetzung in Form unserer RAD - Rapid Application Deployment Methodik Grundwerte Grundwerte Nutzen für Nutzen für den den Kunden Kunden • Fixed Time/ Fixed Price Fixed Time/ Fixed Price • Schnelle Umsetzung Schnelle Umsetzung • • • Rapid Application Deployment Rapid Application Deployment • • Risikominimierung Risikominimierung • 1995 Erweiterung des Service Portfolios um Management • Growth-Oriented Solutions Growth-Oriented Solutions • Konsensorientiert Konsensorientiert • • Consulting, vornehmlich im Bereich Change Management • Business Case Business Case • Bewährte Vorgehensweise Bewährte Vorgehensweise • • und Prozess-Consulting • Knowledge Transfer Knowledge Transfer • • I T I T und geschäftliche Ziele im und geschäftliche Ziele im • • Behavior-Driven Methodology Behavior-Driven Methodology Einklang Einklang • Repräsentative Kunden Cambridge Dienstleistungen Deutschsprachig: Deutschsprachig : Europa: Europa : Weltweit Weltweit: : ADP/Taylorix * Albacom * Albacom * 3 COM 3 COM AT&T Unisource Unisource * * AT&T Bertelsmann Bertelsmann Allied Signal * British Telecom* British Telecom* Cambridge bietet Lösungen für die „New Economy“, die neue digitale Cambridge * Cambridge * Bayernwerk Netkom * DHL * DHL * Chevron Chevron Geschäftswelt - vom Business Modell bis zur technologischen Umsetzung: Bobst S.A. * Edon Edon * * Cisco Systems * Cisco Systems * Braun AG * GE Capital GE Capital Dell Computer Dell Computer Hewlett-Packard * Hewlett-Packard * Enron * Enron * Deutsche Post AG * • Customer Relationship Management (CRM) Interpay Interpay Fleet Bank * Fleet Bank * Deutsche Börse Systems AG KLM KLM Gillette * Gillette * • Customer Contact Center, Vertriebslösungen, Service Force Dresdner Bank AG Liberfone Liberfone * * HBO * HBO * Automation, Web-Self-Service, CTI, IT-Help-Desks Gerling Konzern * Newsbank Newsbank * * Lucent * Lucent * Nykredit Nykredit A/S A/S Henkel AG Marriott Marriott • E-Business Orange Communications * Orange Communications * MCI/Worldcom Worldcom * * MCI/ Hoechst AG Philips Consumer Electronics Philips Consumer Electronics Microsoft * Microsoft * • E-Procurement, E-Commerce, Online Marketing, Online Lufthansa Prudential U.K. * Prudential U.K. * Pacific Bell Pacific Bell ÖBB Communities Prime Health Prime Health PeopleSoft * PeopleSoft * R-V Versicherung Racal Telecommunications * Racal Telecommunications * Pepsi Canada * Pepsi Canada * • Knowledge Management Sunrise * Telenordia Telenordia * * Procter&Gamble Procter&Gamble Telfort * * • XRP-Lösungen, Supply Chain Management Telfort Prudential * Prudential * Swissair * Shell Shell Sybase * Sybase * VIAG Interkom * Silicon Graphics * Silicon Graphics * Toronto Dominion * Toronto Dominion * Wellmann * Unilever Unilever Union Energy * Union Energy * * = Kundenmanagement Lösungen Vrij Uit Travel ( Vrij Uit Travel (Neckermann Neckermann) ) VISA * VISA * Proprietary I nformation 1

Cambridge Technology Partners 18. November 1999 Cambridge – Erfahrung in CRM Lösungen These days Customers are Determining... Dynamischer Web Service Kundenkontakt Center ■ ■ ■ What products and services you will Collaborative Chat Support � � E-Comm One-to-One provide Service � � Fulfillment Status Vertrieb/ Telesales � ■ How and where they buy � Web Self Service ■ Campaign Management ■ Web-Enabled Case ■ When delivery will take place statisch � Management � Real Time ■ When and how service/support will Knowledge Bases / FAQ � � Business I ntelligence Blended Channel Routing ■ ■ take place Data Mining Email Routing � � ■ What they will pay for an item Analysen Chat Routing � � Telephony Modelling � � Skills-Based Sicherheit ■ � Email ■ I nternal Authentication � I ntelligent Email Response External Authentication � � Sorting and Management Client, Level and Role � � Where will customers increasingly buy? The Customer’s Point of View What percentage of web users are using the Web for shopping? How should companies create loyalty and repeat purchases? 80 Obtained 52% 77 I nformation about Great Customer Service 70 76 36% products and Personalized content/communications 66 60 66 63 services 20% Maximize convenience 50 Researched 20% Giveaways 45 products and 40 15% More interactivity services 30 11% Return coupons, discount offers 25 Not doing anything 5% 20 22 Purchased products 10 and services 9 Source; Forrester Research 0 Germany UK France Ziff-Davis Study ‘99 Fall off is tremendous, 67% of web transactions Why does E-Commerce need to be better? never completed ■ E-Commerce sites are not taking into consideration all types of buyers ■ E-Commerce sites may not be able to anticipate every buyers questions ■ They leave and don’t tell us why Corporate Product Catalog Product Transaction Ordering Home Page Searching Configuration Confirmation ■ They leave disappointed and tell others Transaction --They came, they shopped, but they could not buy-- Proprietary I nformation 2

Cambridge Technology Partners 18. November 1999 Reasons Why Customers Don’t Buy on the Is it possible to capture them before they leave? Internet (in Germany) ■ Concerns over credit card privacy and transaction security (29% ) ■ Prefer to go to the shops (25% ) ■ The desire to talk to a real person (22% ) Product Transaction Corporate Catalog Product Ordering Confirmation Home Searching Configuration ■ Data Protection concerns (3% ) Transaction Page ■ Not got around to it yet (7% ) 50% of I nternet Customers say they would buy if they could interact with a human being Ziff-Davis Study ‘99 The Migration: Place Live Customer Service Where it counts! What We Are Seeing ■ Customer will use multiple touch points to interact with your company for services and purchasing ■ Customer contact centers will continue to grow as Email the focal point for customer relations Email ■ Traditional Call Center will migrate from voice-only to Live Chat Live Chat fully integrated Contact Centers Call Back ■ Many customers may get their “FIRST” experience Voice over I P with you through the web. Call Back “Last Year We Were Happy With Providing Voice over I P ‘Pretty’ Web-sites” Selling Will Take on a Whole New Look... The new interaction Opportunities - ■ Each medium has attributes that serve different sets of customer service needs ■ Call-Me Back Later/ Now ■ The combination of medium is a powerful selling tool � Allows you to direct sell on their time I VR Contact • Quick • Mobile � Solves single phone line issue • Simple Voice Contact Website ■ Live Text • Complex Questions � Real time closing of Sale • Personal Touch • Visual • Simple • Self Guided � Ability to push content and lead the customer • Common • I nstant fulfillment Blended Media Contact Proprietary I nformation 3