Omnichannel and the Digital Ecosystem

Transcription

1 Omnichannel and the Digital Ecosystem Attracting, Retaining and Growing Customers with 1:1, Effortless Experiences Clive Raynes, Head of Delivery, Sales, O2 UK Joris Vollebergh, Business Services Director CRM, Liberty Global Dario Di Bella, Communications Solutions EMEA Director, Salesforce.com Yossi Zohar, Director, Communications Industry Product Marketing, Salesforce.com

2 Customers expect a seamless, consistent & personalized journey across all the channels Online Mobile Social Store Face to Face Call Center

3 Delivering Exceptional Omnichannel Experience Leads to Business Results +36 % +19 % +28 % +33 % Customer satisfaction Likely to stay/renew Willingness to recommend Less likely to cancel/churn *Transforming Customer Experience: From Moments to Journeys, 2013

4 The Customer Gap Most service providers are not delivering on customer expectations Facebook Allo Line Messenger Skype Your Company Your Customers WhatsApp This week is wide open. Great - I need to see someone today Twitter Viber WeChat My internet is down SnapChat SMS Oh no! Would you like someone to come on site? Twitter Yes please after 4pm thx Reality Siloed Inconsistent Impersonal Reactive Expectations Seamless Consistent Personalized Proactive Slack

5 Communications Service Providers Are Not Meeting Expectations Poor omnichannel experience leads to poor loyalty and missed revenue opportunities 85% of consumers start their shopping journey in digital channels 94% transition to assisted channels to complete their purchase 86% do not get seamless experience across channels 70% lead fallout 6 NPS Sources: 2016 Connected Subscriber Report, Salesforce Research, 2016; HeyWire Business Survey, 2014; Satmetrix Benchmark 2014 and Forrester

6 Root Cause: Disconnected Customer Interaction Channels Web Self Service Mobile Apps Social Media Call Center Retail Store Field Sales

7 The Customer Success Platform for Communications Enabling You to Deliver a True Omnichannel Experience Platform of Intelligent Engagement Legacy Systems of Record Billing Network Management Provisioning Service Assurance Location Management Collections

8 Delivering a Seamless, Consistent & Personalized Omnichannel Journey Proactively Engage & Nurture Personalized, Right-Time Communications Generate Demand Generate More Leads Via Personalized Digital Shopping Experience Recommend Determine the Next Best Engagement Assist & Follow Up Convert More Leads via Seamless Transition to Assisted Channels (Telesales, Retail Stores, Door to Door Sales, etc.) Collect, Analyze & Predict Customer Behavior & Usage Close Sales Accelerate Time to Revenue with Smart CPQ and Order Capture

9 Omni Channel Clive Raynes Head of Delivery, Sales 2017 TM Forum 9

10 Omni-channel Landscape Voice Sales & Retention Consumer Online ecommerce & self service myo2 native app and responsive web site 25m customers interacting with these channels Retail Sales & Experience Business Online ecommerce & self service inc. company invoice 2017 TM Forum 10

11 Customer Interactions 3m weekly unique visitors Online Learn 477 Retail stores across the UK Business Consume r BSS Agents across the UK and South Africa (Sales & Service) 2017 TM Forum 11

12 Omni-channel Industry Challenges 88% 48% 88% of customers use digital channels at some point in their shopping journey 48% of customers cross back and forth between digital and physical interactions with companies Accenture research shows that consumers are now non-stop. So, how can organisations capitalise on the radical shifts in consumer behaviour to drive higher satisfaction and revenues? The first step is to understand what today s customers expect from the businesses they buy from. 3.2x 2.6x Multi-channel customers are responsible for 3.2x the sales and 2.6x the margin of storeonly customers Accenture Research 2016, Delivering Omni-channel Now 2017 TM Forum 12

13 SMB Omni-channel Customer Partner Sites Self-Serve Shop Sites Portals Small Medium Business ecomm built on Salesforce with CloudSense CPQ CRM Enterprise / SMB Contract Mgt. Sites Leads /Marketing Common data layer with; SMB customer facing front end Voice Agent facing front end CPQ Product Management Basket / Orders Customer Service Case Mgt. Retail Agent front end 3 rd party front end Integration BI Reports Fulfillment Order Mgt. Payments 2017 TM Forum 13

14 SMB Omni-channel in action Retail Experience stores Online SMB ecomm 2017 TM Forum 14

15 Facts and Figures 2017 TM Forum 15

16 Next Steps CloudSense Upgrade Upgrade to the latest version of CloudSense s CPQ telco product Faster time to market, ability to utilise OOTB capabilities and reduces TCO to support SMB & Enterprise Public Sector Wider Cloud First Strategy around Scalability Cloud First for any new BSS and Channels implementations Digital Transformation Digitising & Automating our E2E processes Wider BSS (Consumer & Business) & omni-channel transformation to use OOTB processes 2017 TM Forum 16

17 Dario Di Bella Business Service Director CRM

18 Partnering for Success across B2B Communications

19 B2B Business Results 12 % SMB Revenue Growth -30 Repeat Customer Visits % - 12 % Repeat and Transfer Calls 24 % Greater Order Accuracy 80K Employees Connected 38 % Decrease in IT Costs

20 Case Study Joris Vollebergh Business Services Director CRM 2017 TM Forum 20

21 Liberty Global Operations 2017 TM Forum 21

22 Driving Omni channel enabling our B2B growth 2017 TM Forum 22

23 Linking customer journey with sales channels processes Sales Channels ORIENTATE BUY RECEIVE / INSTALL USE PAY CHANGE END Un-authenticated portal Personalized Offering Request-to-Answer Authenticated portal Easy Order and Confident Delivery Order-to-Payment Front / Back - office Accurate Billing Usage-to-Payment Business partners Door to door Smooth Non-Technical Issue Handling Complaint-to-Solution Easy Change Request-to-Change Field engineers Efficient Technical Issue Resolution Problem-to-Solution Proactive Retention and Leave Well Termination-to- Confirmation 2017 TM Forum 23

24 Thank Y u