11 customer case studies and their ROIs

Transcription

1 11 customer case studies and their ROIs How can Knowesia help companies to become more competitive? Companies that use Knowesia have won their customers loyalty and improved their productivity in less than 6 months... Electricity supplier Ready-to-wear brand Automotive equipment TV broadcaster Smartphone brand Audit & consulting firm TV channel Rail network Power distribution network Telecommunication network Electrical engineering & IS

2 ELECTRICITY SUPPLIER Customer relationship management + REQUIREMENT To create a help and training module on the use of internal tools by the platform. + BACKGROUND Businesses related to energy sales invoicing are becoming increasingly complex with: + CHALLENGES Reduce operator training time from 3 weeks to 3 days. Provide an efficient continuing education and certification tool. Secure and automate report entry in SAP. A 400-person call center in France and Morocco. A high turnover with many junior operators.

3 A SaaS support with standardized reporting In response to their requirements several batches were set up using SaaS, in a graphic and ergonomic theme fully implemented by the customer. FRONT OFFICE & BACK OFFICE SUPPORT Invoicing Moving Payment Procedure «I do not understand my bill» with combination of 250/300 possible steps. Standardization of reporting in SAP and specific applications.

4 Reduced handling time No more error in SAP ACHIEVEMENTS Batch 1 completed within 5 months. Average handling time reduced by 12%. Newcomer training reduced to 5 days with target maintained at 3 days. No more errors in SAP.

5 READY-TO-WEAR BRAND Customer relationship management + BACKGROUND French e-commerce actor. 60-person platform dedicated to customer relationship. AS 400 Integration. + REQUIREMENT To create an efficient help and training module for the platform with an objective of achieving a 28-second reduction per call. + CHALLENGES Reduce call time by 30s. Standardize answers for all call center operators. Automate escalations.

6 Reduced call time & no more customer waiting Average call time reduced by 35 seconds. No more customer waiting time when searching for information in multiple tools. Optimizing answer reliability as to the date of delivery calculated automatically based on parameters entered by call center operators. + TECHNICAL & FUNCTIONAL SaaS hosted. Automated communication between level 1 and level 2. No more customer queuing when searching for information in multiple tools.

7 Training module Go-live in less than 3 months ACHIEVEMENTS Training module go-live in less than three months and objectives met.

8 AUTOMOTIVE EQUIPMENT Commercial configurator + OBJECTIVES To provide business units with access to the «Group» knowledge base. 1. Experts and users across all regions. Business units geographically organized over several sectors and not aware of what others have done (successes, failures). Expert in a given field in a nearby skills center. 2. Replacing multiple personal tools (Excel sheets). + CHALLENGES Streamline the use of tools initially intended for specialized engineers.

9 Using data without programming skills PROVIDE USERS WITH A UNIQUE TOOL Not requiring any training for each spreadsheet. Ensuring the use of the latest version. TECHNICAL HIGHLIGHTS Link to Excel spreadsheets with complex calculations. Creating procedures using data from spreadsheets without programming skills.

10 Secure sharing & Market responsiveness RESULT Clarity and simplicity of the results provided to product managers and sales reps as part of their response to tenders. Secure data and intelligent sharing of results.

11 TV BROADCASTER Customer relationship management + OBJECTIVES + BACKGROUND To improve customer service quality and Platforms outsourced to different companies. ability to add new offerings and subsidiaries. Set of different procedures for each subsidiary. Quality of responses to customer needing to be improved. + CHALLENGES Standardization and control of technical quality of support for various subsidiaries, Ability to add new products, new subsidiaries, new business deals by controlling customer argumentation and technical quality of diagnoses.

12 Server synchronization on heterogeneous networks GENERAL KEY POINTS TECHNICAL HIGHLIGHTS Sharing variants of unnecessary procedures. Preparation of procedures for adding new products, new subsidiaries, new business deals. Server synchronization for the various subsidiaries via heterogeneous networks. Consolidation of the various server statistics.

13 Deployment over several subsidiaries & adding new developments ACHIEVEMENTS Procedures deployed across all subsidiaries. Adding a new subsidiary in progress. Adding a new offer envisaged for Switch to Selfcare envisaged for 2015.

14 SMARTPHONE BRAND Customer relationship management + OBJECTIVES To control support response quality in 7 languagesfor a range of 41 different products (tablet, smartphone). Automated escalations. + CONTEXT Multilingual support including Russian. Teams distributed over 3 countries. Only one knowledge base to update (updating of diagnoses and answers, new products, language additions, etc...). + CHALLENGES Quality controlling and standardization of practices between the different support platforms and the different languages between different levels. Ability to change the procedures for adding new products or new languages.

15 Knowledge base multilingual and multisite GENERAL KEY POINTS TECHNICAL HIGHLIGHTS Rapid provision of a single multilingual and multisite knowledge base(two months). Automated reporting and escalation. Project deployed under SaaS.

16 Content flexibility & easy updating RESULT Generic procedure configured with a multilingual issues database. Ability to add, to change or remove products and languages easily.

17 AUDIT & CONSULTING FIRM Solutions configurator + OBJECTIVES To create a tool for generating sales proposals. + BACKGROUND Multiple customer models (frequent updates). Recommendations that are actually quite similar in their typology. Time spent developing major sales proposals. + CHALLENGES Reduce the time and cost of creating standard proposals.

18 Document generation & commercial responsiveness GENERAL KEY POINTS TECHNICAL HIGHLIGHTS Creating a proposal in a few clicks. Unique tool for users, ensuring they use the latest version. Generating a Powerpoint document ready to send. Creating procedures using data without programming.

19 Smart and fast datas exploitation ACHIEVEMENTS Ongoing project

20 TV CHANNEL Corporate Selfcare + OBJECTIVES To reduce the number of calls to the platform by 30%. + BACKGROUND Many VIP-type users. Significant ergonomic requirement. Accessible on any type of media. + CHALLENGES Ensure ROI in less than 12 months. Managing susceptibilities and bypasses effectively. Explain Selfcare as the main entry point. Automate any relationship with a third party system.

21 ISD driven Integration with reporting management system GENERAL KEY POINTS TECHNICAL HIGHLIGHTS Script for 200 cases covering all areas of concern for the group. Project led by the ISD. On-site installation. Integration with the management and analysis system for reporting. Integration with the interactive voice system

22 - 50% fewer requests to the contact center ACHIEVEMENTS 50% fewer requests to the contact center. Multichannel consistency. Co-creation with external providers. Call back in less than a minute with resumption of user context. Only complicated cases are handled by humans and without increasing the average handling time.

23 POWER DISTRIBUTION NETWORK Platform management + OBJECTIVES To send reliably more than 710 customized templates based on specific contexts. + CHALLENGES 90-person platform based in France. + CHALLENGES Standardize quality level. Automate management.

24 ing automation & customization GENERAL KEY POINTS TECHNICAL HIGHLIGHTS Simplified and standardized access to the current knowledge base (including documentary section). Automated management of the sending of 710 s in relation to typical issues. Server located in the company infrastructure and remote use by external operators. SSO.

25 -20% reduction in handling time ACHIEVEMENTS Significant improvement in the level of quality when sending s. Reduction of the average handling time by 20%

26 RAIL NETWORK Customer relationship management + OBJECTIVES To capitalize on internal knowledge. Ability to increase dramatically the number of calls with the same budget. + BACKGROUND Complex business applications support provided for years by the same subcontractor. Scattered knowledge across several databases containing heterogeneous documents. + CHALLENGES Regain the ability to be flexible. Be able to absorb significant ramp-up (> 10x) in a year.

27 Co-create the media for better efficiency GENERAL KEY POINTS TECHNICAL HIGHLIGHTS Involve support team in place when capitalizing knowledge. SaaS mode, bi-directional interface with the ticketing tool (Service Now). Have procedures used by the support team in place.

28 Control over negotiations ACHIEVEMENTS The company has regained control of its assets in its various partnerships, The ramp-up is scheduled for 2015 and expected with confidence.

29 TELECOMMUNICATION NETWORK Customer relationship management + BACKGROUND Project for a company under a strong pressure from its customer to cut costs. Project showcase for the company compared to similar requests. + OBJECTIVES To increase call center productivity. + CHALLENGES Increased productivity of 15% expected within 6 months.

30 Integration & connection of the different interfaces GENERAL KEY POINTS TECHNICAL HIGHLIGHTS Acceleration or automation of as many support activities as possible. Configuration of interfaces with other support software packages: Ticketing (Remedy), CTI/IVS, user identification (Remedy Base).

31 Reduced handling time ACHIEVEMENTS Met and exceeded objectives Reduction of training cost and time for new call center operators. Objectives achieved after reworking Reduction of average handling time. Optimizing procedures through regular analysis. Improved processing quality observed.

32 ELECTRICAL ENGINEERING & INFORMATION SYSTEMS Office Selfcare + OBJECTIVES To reduce the number of calls to the platform by 20%. + CHALLENGES 15% increase in productivity expected within six months. + BACKGROUND ISD showcase project primarily focused on reducing the number of calls (and therefore costs). Support for all users of the group (approximately 16,000). Current extension dedicated to the use on mobile devices (tablets and smartphones).

33 Integration to ISD portal GENERAL KEY POINTS TECHNICAL HIGHLIGHTS Script for about fifty procedures covering seven areas (Autocad, Office, Filezilla, Outlook, Telephony, Network, Webex, Webmail). Creating help videos. Development, testing and production instances. Interface with FrontRange tool to handle incident closure or escalation. Use of SQL Server, integration into the ISD portal.

34 Completed in less than 3 months ACHIEVEMENTS About 1,200 people have already logged in during the first month. 6,000 people logged in over the three first months and the number of SelfService uses averages 250 per day. Project completed in less than 3 months.

35 10 times faster! A KNOWESIA PROJECT TODAY IS A co-creation. A ROI in less than 6 months. A consistent multi-channel approach. Fully updateable and editable knowledge gained. Contact us Paris + 33(0) Greenville +1(864)