Policy Automation: Automating Policy Compliance in Personalized Customer Engagements

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2 Policy Automation: Automating Policy Compliance in Personalized Customer Engagements Davin Fifield, VP Oracle Policy Automation Jan Guzik, Product & Service Development, KP OnCall Sheri Hastings, Software Architect, Perficient April 2nd, 2015

3 Spread the Word about the Event! #ModernServExp

4 Agenda Who needs Policy Automation? What is Policy Automation? Customer case study: KP on Call Summary 5

5 Agenda Who needs Policy Automation? What is Policy Automation? Customer case study: KP on Call Summary 6

6 Challenges in service delivery 60% of issues that end up as a call didn t start that way 1 46% 29% of customers say their 1 st choice is something other than the phone 2 of companies say inflexible technology prevents adapting to new ways of doing business. 3 Are your customers able to selfserve effectively? Do you offer multi-channel service for complex inquiries? How quickly can you adapt to change? 1 Sales and Service Excellence, Effortless Experience, Nick Toman, 1 Oct CFI Group, Contact Center Satisfaction Index Oracle CX Study, February 2013, 7

7 Modern service delivery requires many types of policies Service and Advice Rules Organizational Best Practices Regulations Legislation Government Policies Product Decisions and Eligibility Rules 8

8 Organizations and IT struggle to adapt to policy changes 9

9 Inconsistent policies impact the organization 95% of organizations state that policy change remains predominantly manual 34% of organizations say inconsistent policy implementation caused poor customer satisfaction Sources: Economist Intelligent Unit Survey 10

10 The service automation spectrum Low Complexity, Low Benefit Typical Benchmark High Complexity, High Benefit Traditional Development, Static Forms Policy Automation: Dynamic, Policy-Based Anonymous Browsing View Personal Information Find General Answers Update Personal Information Initiate Complex Transactions Get Personalized Answers Complete Complex Transactions Fully Automated Service Delivery Objective: Use policy automation to automate high value business functions 11

11 Policy Automation has customers in almost every industry Higher Education Financial Services Social Services Tax Administration Health and Insurance Media and Utilities Mfg and Retail Justice and Licensing

12 Agenda Who needs Policy Automation? What is Policy Automation? Customer case study: KP on Call Summary 13

13 Web Customer Service Cross Channel Contact Center Knowledge Management Policy Automation Field Service Management Service Cloud Platform

14 Policy Automation enables consistency and agility Deploy up to date policies directly into service experiences Sources Managed, Interactive Policy Models Deployment Product and service definition rules Regulations Company policies Self-service, mobile Chat Call center Any other apps

15 Policy Automation for Oracle Service Cloud Agents Customers Agent Desktop Customer Portal or any other web site Provide personalized web-based advice for customers and agents Policy Automation Cloud Service Manage the policy lifecycle with streamlined cloud-based administration and deployment Policy Modeling Microsoft Office Model policies and end user interviews in a business-friendly desktop experience Policy Experts

16 Policy Automation for Oracle Service Cloud Intuitive, personalized guidance Deliver clear, transparent and personalized advice Increase customer satisfaction and reduce call center volume Provide documents that record and explain decisions Reduce the number of escalations and appeals

17 3x Up to 3x improvement in case handling success Source: Oracle customer surveys. Most cases resolved in one contact down from three. Error and appeal rates halved. 18

18 Policy Automation for Oracle Service Cloud Agile customer service Policy change Update with Oracle Policy Automation Business-friendly policy authoring experience Up-todate advice Deploy Policy modeling with Microsoft Office Respond quickly to changes in legislation and policy Rules match the language and layout of source material

19 Policy Automation for Oracle Service Cloud Easy to use experience that makes it easy to engage policy experts Intuitive Interview Design Experience Rules Modeled in Natural Language Word and Excel Documents

20 30x Policy and rule changes are 30x faster on average when using Policy Automation Source: Oracle customer surveys. When compared to traditional scripting and code-based approaches. 21

21 Policy Automation for Oracle Service Cloud Enable Cross-Channel Consistency Policy Automation Interviews Customer Portal Agent Desktop Decrease errors and training costs Consistent, personalized crosschannel guidance Can also integrate policies via standard web services Knowledge Base Your Web-site / Application

22 Build Trust through Transparency Policy Automation simplifies compliance reporting Policy History Tracking Empower agents to explain why a decision was made Avoid customer complaints Handle New Obligations Easily manage changes using the structure and wording of the source material Decision Audit Reports Empower auditors with detailed explanations of how each rule was applied for every customer decision View easily in a report

23 12x Agent training costs are reduced up to 12x when using Policy Automation Source: Oracle customer surveys. When compared to traditional form-based data collection by agents. 24

24 Agenda Who needs Policy Automation? What is Policy Automation? Customer case study: KP on Call Summary 26

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26 Problem What we want to solve Cost of Care + Availability of Care Health Care is expensive Average Nurse Salary/year (CA): $91K(BLS, 2011) Average Physician Salary/year (CA): $183(BLS, 2011) Health Care is hard to find patients and resources

27 Solution Minimize in person care unless essential or desired by patient Offer remote care (telephone appointments, video) Remote care still requires the most expensive resource (Nurses, Doctors, and other professionals)

28 Web Self Service & Nurse Chat The Web Self Service & Nurse Chat project empowers members with a choice of self assessment versus waiting to speak to a nurse on the phone or go in for an appointment.

29 UTI Web Self Service Use Case Cindy thought she had another Urinary Tract Infection (UTI). She remembered that when she suffered the same symptoms a year ago, she called the nurse triage service. She was treated over the phone, but it was embarrassing to talk about her symptoms at work and she had to wait a while for the nurse. Today when she called, she was asked to if instead of talking to a nurse, she would rather go to a secure web site and fill out a questionnaire. Cindy liked that option, so she decided to try it. Once on the website, she answered a few questions and received instructions that a nurse practitioner would notify her via about the status of her request. In just a few minutes, she received an telling her that she had a prescription ready to be picked up. The nurse practitioner also included some instructions on how she could avoid a future infection.

30 Member Experience

31 How does it Work?

32 Member Survey LOVE It! This was definitely awesome. I would use it in a heartbeat. Loved the live chat option even if I didn't use it, it was nice to know that it was there to answer any questions. Kaiser goes above and beyond when it comes to reaching its patients in a variety of ways. A++++ to you Kaiser!!!!

33 Member Survey - Specifics Did you prefer filling out a questionnaire versus talking to a nurse? 29% 8% 63% Yes No No Preference Would you use this service again for UTI? 6% 94% Yes Unsure Would you use this service for different symptoms? 11% 3% 86% Yes No Unsure How easy was it to use the app? 3% 3%3% 9% 82% Very Easy Easy Somewhat Easy Difficult Very Difficult Comments Great service, readily accessible and private with fast and efficient response. I'll be sharing with other members. The systems was easy and user friendly. I didn't have to wait for a nurse to call me back or send an to my primary provider. I like the easy route and fast service. Super quick and easy this is why I love Kaiser so much. Everything is streamlined and easy for the patient. Thanks!

34 $$$$$ Benefits Is there ROI? Yes, it will free up nurses to work with other members Utilization 25% 50% 75% UTI Calls/Mo Pt Accept WSS FTE Cost Avoidance/Yr $ 263, $ 526, $ 789,240.00

35 Agenda What is Policy Automation? Customer case study: KP on Call Summary 38

36 Summary Use Oracle Policy Automation to Improve customer satisfaction with accurate personalized advice Increase transparency and agility Understand the impact of new policies and changes before deploying them Ensure policy compliance 39

37 Want to know more? Learn about industry applications Try the Policy Automation app Engage socially Watch YouTube videos Policy Automation Industry Examples: itunes: Google Play: OraclePolicyAutomation user/oraclepavideos 40

38 Be Sure to Attend: Public Sector Vertical Breakout April 2 2:00 4:00 p.m. Join your peers within the Public Sector to hear three presentations around the "HR Modernization Story Benefiting Generations of Airmen", "Improving Citizen Service Experiences with Oracle Policy Automation", and "A Modern Citizen Experience: The Next Generation of 311/CRM Systems". We will also discuss the challenges and opportunities in delivering great experiences for your constituents

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