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Strategic Goals


Use Customer Service as a strategic advantage

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Strategic Goals


Use Customer Service as a strategic advantage

  • Strategic, not tactical - Service as competitive differentiator, moving from cost center to differentiator
  • Business process improvement – Facilitate customer needs and blending with the business
  • Leverage entire infrastructure (CRM/ECC) for customer knowledge – To support personalization, create intimacy and truly help customer
  • Collaborative – Be as responsive as possible to customers
  • Analytics – To help better understand the customer experience and improve it
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Challenges


Challenges


  • Callers routed incorrectly
  • Customers not recognized by phone number due to one time customer load with no updates
  • Phone prompts complicated and not customer focused
  • No in-house IT skill to make small changes
  • Phone system failing - Apropos
  • System did not integrate with SAP ERP
  • System could not operate on higher than Windows XP
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Business Transformation


Business Transformation


Improvement Metrics

Although call volume is up about 8.5% over the last two years:

  • Abandoned call rate down 6%
    • Calls answered more quickly
    • Call prompts are easier to understand
  • Transfer rate down 9.7%
    • Customers go to the right agent the first time with skill based routing
  • Voice mail volume down 30%
    • Call back queue allows customer to “stay in line” without leaving a voice mail

 

Personalized Communications

  • Simplified Interactive Voice Response for customer input – Get them to an agent more quickly
  • Use skill-based routing – Get caller to the “RIGHT” agent
  • Implemented call back queue – No more waiting on hold or leaving voice mails
  • Flexibility to change agent coverage easily – Vacation/sick days
  • Ability to “listen in” on agent calls to coach new hires

 

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CRM enhancements

  • Auto-confirm accounts that are identified
  • Pass confirmed account and interaction record to new agent on a transferred call
  • Allow agents to create tasks for other agents
    • Useful during vacations
  • Intelligently route emails and faxes
  • Pass account details to ERP for processing transactions and pass sales order numbers back to the Interaction Record
  • Step one on the journey to an Omni-channel customer experience
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Lessons Learned


"The right consulting partners was critical"

Lessons Learned


"The right consulting partners was critical"

 


“For our contact center project, finding the right consulting partner was critical.  CommuniTech Services provided us with not only expert technical resources but also with resources who could recommend processes based on call center best practice, project management and detailed business analysis.  Because of our partnership with CommuniTech Services and SAP Contact Center software, our call center agents are now equipped to take our customer service to new heights.” - Sandy Reisenauer, Wacker-Neuson