Customer Contact – a new approach-The Asidua Way PSCSF 11 th October 2012 PRESENTER: Gerard Bouton, Senior Sales Manager, Asidua (GB) Ltd
Why Channel Shift? • On line transactional accounts • Mobile Platforms • Reduce contact centre calls • Reduce calls to back office • Reduce face to face • Reduce costs!
How can Asidua help you? • Content Management & Customer Portal • CRM integration • Back office integration • Total or partial solution • Consultancy • Solution based on Microsoft technologies
ABOUT ASIDUA PRESENTER: Gerard Bouton Senior Sales Manager, Asidua (GB) Ltd
Brief Overview • Established 2002 • Microsoft Gold Partner • Offices in Belfast, Solihull & Dublin • Accredited with ISO 9001 / 27001 & IIP • 130 employees • Registered on Local Government Software Application Solutions Framework
Who is Asidua? Reduce Improve costs service Example Customers Asidua Group Belfast HQ Asidua GB Asidua Ireland
Efficient End to End Solutions Service Access Information Access Multi-channel, Effective, Accessible, Useful Efficient and and Responsive Consistent Customer Advisor Client Systems Manager Back Office and Data Cost Reduction Reliable Cost and Increased Effective Customer Fulfilment Satisfaction Knowledge Joining-up
CCP in Local Government (Team Lancs) Service Access Information Access Self Service Unified Intelligent Desktop Circles of Need Guided & Automated Informative One and Done Customer Advisor Client Systems Manager Back Office and Data Common Solution Joined Up Processes Performance & Satisfaction Mobile Working Cost Effective Less Systems Knowledge Joining-up
Lancashire Procurement Hub 3 councils, improved service with a reduction of 20 FTEs £2.6m savings over 4 yrs
Local Government Clients Chorley Borough Council • Running on Microsoft Citizen Service Platform with Sharepoint & SQL Server • Integration at Chorley with the following: - Capita Academy - Siemens CTI - ESRI arcGIS - Information (Anite) @Work - Civica Icon - Knowledgebase - Nowcard • Solution for Chorley included: - 40+ Custom Forms - 35 Custom Workflows - 7 Integrated Systems - 30 Council Users
Local Government Clients Chorley Borough Council Ease of use - Service Improvements – Service Development & Extensions - Cost Savings • Supports circle of needs with personalisation both via self- service and by information provided to contact agents • 20% reduction in calls to contact centre • Routing services to county council, county may provide out of hours contact centre service. • Dropped 1 of 4 waste vehicles (25% saving) • 5 FTE saving in year 1, 9 FTE saving in year 2. • £100k annual IT savings on licences and support • £1m saving over 3 yrs
CCP in Local Government (Harrow Council) Service Access Information Access Enable “true” citizen Unified Desktop and self service workflow R&B, Housing, Parking, ...removed 90 seconds Waste, Streets ... per call Customer Advisor Council Systems Manager Back Office and Data Front office and One and done back office connected Greater satisfaction All information available to deliver service Knowledge Joining-up
Local Government Clients Harrow Council • Working with Capita since 2005 to deliver savings • Asidua were introduced in 2008 • Savings not being delivered through SAP • CCP-H - Integration with the following: – Northgate iWorld Revs & Bens – Civica EDRMS/W2 Housing – Northgate (Anite) OHMS Parking – Civica ICON Payments Waste – Civica Civil Enforcement (Parking) Streets – Bartec Waste Collector Adults – Voice Sage (Automated Voice Calling System) ... – Achieve Forms
Local Government Clients Harrow Council • Supports Self Service • Contact Centre • Walk in • Running on Microsoft Citizen Service Platform with Sharepoint & SQL Server • Solution included: - 40+ Custom Forms - 8 Integrated Systems - 60 Council Users • Now being extended into Social Care with an additional 80 users • Upgrading to the latest version of CCP (v4.1) in summer 2012 • Moving on to integrate & automate procurement services next • Supporting their transformation programme
Local Government Clients Ease of use - Service Improvements – Service Development & Extensions - Cost Savings • Missed bins queries: several hours a matter of minutes. • Integrated in cab systems allow rapid communication between citizen, cab crew and contact centre. • Can report back to client, before they even realise, about contaminated bins (inappropriate contents) that can’t be collected. Process is supported by intelligent web forms. • Crews can be asked to collect missed bins, sometimes when they are still in the road concerned. • Live reporting = education = 19% reduction in landfill waste. • 15% reduction in fuel bills (£11k in year one). • Over £3m savings over 10 years.
CUSTOMER CONTACT PLATFORM TM PRESENTER: Gerard Bouton Senior Sales Manager, Asidua (GB) Ltd
Customer Contact Platform
Process & Workflow – Contact Centre/OSS
Process & Workflow – Self Service
CCP – Contact Centre/OSS Video
CCP – Self Service Video
Customer Portal Registration Accounts
CCP Portal - Examples
Employee Portal Accounts
Portal - Mobile Access
Contact Centre & OSS
Contact Centre & OSS Examples
CCP Enterprise
CCP Enterprise Design
End to End Service Design Initial Service Request Details Key Common CCP Form Section Collect service specific data regarding the service request. Optional/Channel Specific Form Section Determine eligibility and service Service Specific Form Section request type. Customer Details Collect Customer Customer Search Details Edit Customer Anonymous Details Customer Further Service Request Details Location Details Appointment Booking Collect additional service specific data. Existing Report Integrate to a LOB system or Search Selection Use Location and Customer details to Appointment Booking system to perform additional checks to determine book a service request Location Asset Selection eligibility and service request type. appointment Selection General Information Additional standard (non-service specific) information to be gathered dependent on channel. Also used when page request is aborted. Request Summary Customer Details Location Details Summary Summary Service Request New Business Process Details Summary Payment 1. Service Configuration Cheque Payments 2. InfoPath Pages Chip & Pin Payments Online Payments 3. Workflow Design Confirmation Page Confirmation of submission with request ID Print Option
CCP - Performance Gathering
Management Information & Business Intelligence
Reporting Examples
Questions? • CCP Master Data Management functionality enables CCP to link together customer records across multiple sources. CCP ‘change of circumstances’ processes use this information and also the information provided at the point of contact to drive the changes across multiple business systems. • CCP supports recording customer services requests/contacts against in area customers, out of area customers and anonymous customers. Hence records of enquiries are always gathered whether or not against a specific resident customer record or not • CCP is integrated to LLPG typically taking daily feeds to keep up to date with street and property information. CCP can also be used to propagate this information to other systems as required. • Anonymous requests are handled in a standard way using the same common workflow functionality as those raised by named individuals. In CRM an anonymous customer record exists to allow customer service requests to be recorded even though customer details are not known. The ability to raise requests anonymously is configured on a per service level e.g. it’s allowed for Graffiti but not Single Person Discount.
Questions 2? • The account viewed by the call centre and the public is the same customer record. The citizen account includes the user account information (e.g. username/password) but the customer contact information etc is held centrally. • If the customer wishes to change their address this initiates a change of address process which can be made to propagate changes across the full range of dependent/related systems. • All non-public information accessed or entered by a citizen is passed between the browser and CCP Portal over https (e.g. encrypted). CCP will handle and process such change requests through into the relevant business systems but will not persist this data. • CCP Portal can detect smartphone (small screen) devices and dynamically switch layout/styling to small/touch screen optimised views. • CCP Portal is access through Smartphone browsers and the citizen uses the same username/password credentials on the Smartphone as they do through their desktop browser. • All transactional functionality is carried over https to smartphones as it is to desktop browsers
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