Sunil Joshi COO Cyngus Technologies. Encik. Muhamad Mustafa Said Director of Corporate Communication & Multimedia Division(BKKM) LHDNM

Transcription

1 Sunil Joshi COO Cyngus Technologies Encik. Muhamad Mustafa Said Director of Corporate Communication & Multimedia Division(BKKM) LHDNM

2 It s All About Customer Experience Jeff Bezos ` If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends. (Jeff Bezos) By 2020, Customer Experience is expected to surpass product and pricing as the key differentiator for businesses. Organizations have long personalized their websites for customer segments. Now they need to go further, first by delivering the right experience to the right user at the right time and on the right device and next by delivering relevant, tailored experiences that meet individual user needs by combining historical, behavioral, and profile data with real-time situational feedback.

3 It s All About Customer Experience

4 It s All About Customer Experience

5 The Customer Experience The Good The Bad and The Ugly

6 The Good Small things don t cost much but matter to people The JetBlue Airport s Customer Service held a little welcome home parade for her!

7 SPEED OF ENGAGEMENT JetBlue responded within 6 minutes from the customer s tweet. The Good

8 Customers may even talk about trash bags??!! The Good

9 The Good An opportunity to Keep In-Touch with your Customer!

10 Be careful how auto-reply is implemented as it could be embarrassing The Bad

11 The tweet was seen by 76,000 users. To make things worse, BA didn t respond to the tweet for 8 hours. The Bad

12 The request for help went unanswered for seven months and then one day this response??!! The Bad

13 After a customer complained about her Thanksgiving pie on Facebook, the Chef responds harshly to the comment And The Ugly

14 Customer Experience & Digital Channels

15 Customer experience and Social Media

16 Customer experience and Social Media What best describes your approach to social media? 2016 Global Contact Centre Benchmarking Report Digital channels

17 Customer experience and Social Media What prevent you from offering full sales and/or customer service solutions via social media? 2016 Global Contact Centre Benchmarking Report Digital channels

18 Customer Experience on Mobile

19 Customer Experience on Mobile

20 Customer Experience on Mobile 84% of customer centric companies focus on mobile customer experience VisionCritical Mobile search queries exceed the desktop search in 2016 (Total of more than 27 billion searches) MobileMarketer 52% of customers are less likely to engage with a company because of a bad mobile experience. Think with Google Incorrect display and difficult navigation are the highest sources (90%) of customer frustration for mobile experiences. SoftwareAdvice 45% of companies offering web or mobile self-service reported an increase in site traffic and reduced phone inquiries. CRM Magazine

21 The impact of Analytics on Cx 2016 Global Contact Centre Benchmarking Report Analytics

22 The impact of Analytics on Cx 2016 Global Contact Centre Benchmarking Report Analytics

23 The impact of Analytics on Cx - MetLife Case Study

24 Customer Experience & CYNGUS 150 bytes One phone call record x 650,000 Calls/Day = 97.5 MB x 30/31 Days/Mon = 2.93 GB x 3 Months = 8.78 GB BUSINESS INTELLIGENCE & ANALYTICS with near real-time reports Missed calls / Opportunities by # Time for day for resource optimization Call patterns by location for marketing ROI REAL BUSINESS VALUE!

25 Customer Experience & CYNGUS MB + 10 MB + 1 MB + 1 MB = 43 MB x 30/31 per Month = 150,000 Customer queries = 1290 MB x 12 Months = 1,800,000 Customer queries with text = 15.4GB BUSINESS INTELLIGENCE & ANALYTICS + WORKFLOW with near real-time reports End-to-end control of a customers query ( or complaints) Customer contact = Digital Knowledge base build for scale Summary analytics to individual query at ONE platform REAL BUSINESS VALUE!

26 Customer Experience on Cloud

27 The Customer Experience Journey SLOW RESPONSE TAKE YOUR TIME Your Business Faster Customer The world CAN T GET THRU Understanding our customers and serving them the way they want is increasingly complex, and the World watches!!!

28 Cyngus Technologies Simplifying Customer Experience Customer We bring experience values to our We solutions help our provider customers Customers We To demystify improve their the complexity customer engagement Help them analyze, understand of customer and strategic experience planning, across decision all channels making, and manage the communication data with work performance that leads to their customers through all channels increased profitability, enhanced (Voice s Chat Social service delivery & competitive Media SMS etc.) advantage

29 ViSight Solutions Voice Actionable insights for all Voice interactions Digital Media Omni-channel for all Customers interaction & workflow management Intelligence Portal Analytics portal consolidating customer experience system

30 ViSight Voice Analytics that deep dive to network level and analyses all incoming calls and provide useful insights to expedite business decisions Provide information to measure the response of marketing campaign Support organisation to provide holistic customer experience Assist organisation to capture every missed opportunities from calls Provide invaluable insights for business planning and expansion

31 Customer queries ViSight OLM Workflow Management ONE Platform ONE Interface Communication Channel Organisation Area Group Agent Inquiries ViSight Online Media (OLM) C. Service Marketing Technical Complaints Facebook IT support Group 1 Agent 1 Agent 2 Agent 4 Agent 3 Operation Process Group 2 Agent 1 Agent 5 Other Areas Agent 6 Agent 7

32 ViSight Intelligence portal Incoming Enquiries Across Channels Overview Agent Performance SLA Average Responding Time Satisfaction Meter with Highest Respond Providing insights and right information to expedite decisions Overview Activities Across Channels Top 5 Senders Across Channels Overview Enquiries categories Sales Campaigns Products Enquiries Service Quality Complaints Product technical www Tag L IT Partner Tag K Tag M

33 ViSight Solutions Increase REVENUE Reduce COST - Enhance customer experience - Real time decision making - Lead management - up-sell/cross-sell opportunities - New market assets - Resource cost optimization - No organization structure change - Reduced infrastructure cost - Implement all communication channels in one platform - Consolidated and granular view of all customer interactions - Immediate results - Measurable ROI - Analytics reports - Real time dashboard - Actionable insights - Do more with the same resources - Simplified reports and dashboards - Low cost implementation - Low operational expenses

34 Now let s hear about the LHDN Malaysia customer experience journey. Muhamad Mustafa Said Director of Corporate Communication & Multimedia Division mustafasaid@hasilgov.my

35 IRBM JOURNEY Muhamad Mustafa Said Director of Corporate Communication & Multimedia Division

36 Tax Evolution 2000 py/cy Self Assessment System E-Filing EzHasiL Final Tax Tax Assessment SAS Online Submission E- Services 15 Services Monthly Tax Deduction py - previous year assessment cy - current year Companies Individual Introduced in 2006 Easier method of filing tax e-residence ByrHasil e-lejar e-daftar e-pcb e-spc Introduced in 1995 Enforced wef YA 2014 TAXATION REFORM

37 Tax Ecosystem Government Agency Ministry of Finance IRBM Public Taxpayers Tax Agents 2 way Communications

38 Walk in Telephone Letter, , Fax Document Management System (DMS) Delighting The Customer

39 Engagement Previous Formal letter Walk in Current Formal letter Walk in Document Management System (DMS) Customer Call Centre Hasil Care Line (HCL) Hasil Recovery Call Centre (HRCC) Social Media Public Relation Officer Customer Care Officer

40 IRBM Portal

41 e-services

42 IRBM Contact Centre

43 Tax Awareness/Guidance 1991 : Minggu Perkhidmatan Pembayar Cukai (MPPC) 2003 : Bulan Perkhidmatan Pembayar Cukai (BPPC) 2013 : Rebranding to Hasil4U : Theme : HASiL Your Feel Good Partner

44 Social Media - Current Current Practise : Facebook : /LHDNM Twitter Youtube : LhdnTube Instagram Future : Blog WhatsApp / Chat

45 ISSUES SLA < 2 working days Monitor Performance & monthly statistics Identify inquiries received from different social media channels

46 Functionality Social Media Features that enabling Efficiency Before Now Forced classifications/tags X a No duplication or ownership X a Transfer ownership X a Showing priority X a Facebook & Twitter View History of the communications O a Close case X a Alternate answer / Template X a Language translation X a SLA/AHT/KPI monitoring & reporting X a Automated Reports O a a Represents full comply O X Represents partial comply Represents no comply

47 Engagement Statistic : 1 15 November 2016 XXX XXX XXX XXX XXX XXX

48 BEFORE AFTER Summary Assign Manually Count Manually Manual Monitoring Report Manually Measure KPI Manually Efficient Routing Performance Measurement Improve Reporting ACTIONABLE INSIGHTS

49 Future Planning 1 platform customer service Social Media Engagement IRBM Counters # of Calls

50 Thank you