20 Minutes on Desktop Analytics: Top Uses in the Back Office

It’s not about the Headcount
It’s about the customer
Friction-less processes are what customers want & will pay for
First Time Yield (across a workflow not just a step or an interaction) is KEY
And so is the volume and velocity of work items one can produce

Because somewhere there is a customer waiting & depending on it
Welcome to the opportunity in the Back Office

Copyright © 2014 Cicero Inc.

Cicero Discovery - Desktop Activity Intelligence™

The Opportunity
Many customer processes span front and back office
The back office typically doesn’t enjoy the front office level of insight into
force, load and skill

However….If you can capture it, WFM can track it, schedule it and monitor
both adherence and overall performance around it
Making the desktop the surrogate ACD for overall process and service
management


Back Office metrics that matter
Items worked per day
Risk management – flags for review and audit
First time yield
Order to cash – steps, resources and time
Issue to resolution – steps, resources and time
Bottleneck isolation



When Back becomes (like the) Front…
Processes get examined for utility & cost
And get defined SLAs and centralized reporting
Resource planning models are flexed across departments (including front
and back office) to maximize efficiency (speed) and effectiveness (quality)
Front end orders and requests get followed up for maximum order to
cash and minimum missed commits



Customer & Employee Effort Recedes
Number of end-to-end customer requests completed in X days
Average end-to-end processing time reduced by X%
Customer Satisfaction score improved by X%

Reduction in repeat calls of X%
Total number of calls reduced by X%
Outstanding work volume (backlog) down by X%



The workstation is a gold mine….

Workflow You can use the Discovery Studio to capture practically
Milestones any business data or action for more surgical process
improvement - even across users and departments

Tag specific work processes for task time measurement
and bottleneck isolation

Capture specific customer intent, data changes and
account actions for Big Data /marketing input



Big Data to Big Impact
Adding Value
Contextualized
Categorized
Calculated
Corrected
Condensed

Data


Adding Value
Comparison
Consequence
Connections
Conversations

Information

Adding Value
Action-oriented
Measurable efficiency
Wiser decisions

Knowledge


Wisdom

How Discovery works
Capture

Store

Analyze

Desktop Activities
•
•
•
•
•
•
•
•
•

Session start/end
System Information
Active Window (focus change)
Web page loaded
Copy/cut
Print screen
Workstation lock/unlock
Workflow Milestones
Custom Data from Any Screen


Data

Reporting

•
•
•
•
•

•
•

Collected in a Database
Shared Network Drive
Local Flat Files
Web Service Enabled
On- or Off-Premise


Real time, Historical
3rd Party WFM/PM System

So you can know…

People

Processes

Technology

How employees
actually work

Steps, sequence
and points of failure

System, application
usage and
responsiveness



Isolate Where & Why processes ‘break’
Simple Claims Process

Review Credit

Bottleneck: 48% of the Claims are
in this step at >21 days. Drill down
with Business Process and Data
Monitors to find out Why?

Check Fraud History

Claim > $500
APPROVE
Pay Claim Sub
Process

Review Large
Claim

Start

Submit Claim

End

Wait for Report &
Estimate

REJECT
Claim < = $500

Send Rejection
Letter
Review Small
Claim

Application Response:
Employees wait for screens to
refresh while navigating
application.

Send Thank
You Letter

Training: Employees are not
following steps using best
practices.


ID ‘weak’ points – Manual or Missing steps
Simple Customer Service Inquiry

Missing Process: CRM not
updated consistently after
technician completes work.
UNRESOLVED

Dispatch Sub
Process

RESOLVED

RESOLVED

Active Contract

Troubleshoot
Problem

Contract
Status?

Phone
Create Case

Assign Case

YES

Customer Lookup

End
New Contract
Sub Process

Website
Expired Contract

Purchase
Contract?
NO

Manual Process: Employee
searches 2 different
customer databases for
status and contract details.

PCI Compliance: Credit card
information is not masked for all
users.


Avoid Rework
Hotel Reservation Process

Is Room Available?
No
Customer Requests
Reservation

Take Reservation
Details

Check Room
Availability

Yes

Notify
Customer of
Inavailability

End Interaction

Customer Agrees to
Terms?
No

Provisionally
Book Room

Calculate
Room Price

Review Quote
With Customer

Yes

Customer Rejects

Cancel Provisional
Reservation
Credit OK?
No

Take Customer
Details

Send Credit Details
to Agency

Yes

Notify Customer of
Credit Problem

Deny Reservation

Email
Confirmation

Room Booked

Credit Accepted

Rework: Missing data field
before release of work item
or order to other
departments.


Provide Reservation
Confirmation

Business Use



User Activity
User Activity for 9/16/2013
100%
90%
80%

User Activity as % of Shift

70%

60%
50%
40%
30%
20%
10%
0%

Lee
Business Use


Sue

Rick

Unapproved Business Use

Peggy
Personal Use

Charles
Unapproved Personal Use

Helen
Unclassified


Sharon
Idle Time

Steve
Group Average Business Use

Richard

Application Usage
Comparative Usage
Group Average

Neil

Word

30
LinkedIn.com

25

Excel

20
Youtube.com

Outlook

15
10
5

Amazon.com

Salesforce.com

0

Facebook.com

Knowledge Base

Siebel CRM

Inventory Mgmt
Service Scheduling



Applications Used
Usage Activity by Application class

Unapproved for Personal Use

Approved Business Use
Unapproved Business Use

Youtube.com

Approved Personal Use

eBay.com

Unapproved Personal Use

Solitaire

Unknown Application


Cut/Copy
Group Total

Cut/Copy by User and Application
Neil

Word

80
70
60
50
40
30
20
10
0

Mike

Excel

Jim

Outlook
Salesforce.com
Tony

John
Word
Excel
Outlook
Salesforce.com



System Restarts
Total Minutes lost to Reboot by Shift

Last App Used before Reboot

20-Sep

Flickr.com
LinkedIn.com
Solitaire

19-Sep

eBay.com
Youtube.com
18-Sep

Amazon.com
Facebook.com
Siebel CRM

17-Sep

Salesforce.com
Outlook
Excel

16-Sep

Word
0

50

100

150

200

250

0

TOTAL MINUTES LOST FOR REBOOT


10

20

30

TOTAL REBOOTS FOR PERIOD

40

50

Time Lost for System Restarts
Time Lost for Reboot

John
Jon
Hal
Tony
Jim
Keith
Mike
Tom
Neil
0

20

40

60

80

100

120

MINUTES LOST FOR REBOOT

16-Sep

17-Sep

18-Sep

19-Sep


20-Sep

140

160

Website Response Time
Average Web-Site Response Times- 9/16/13
SECONDS TO LOAD
0

5

10

15

20

8:00-9:59am

10:00-11:59am

12:00-1:59pm

2:00-3:39pm

4:00-5:59pm

Salesforce.com

LinkedIn.com

CNN.com

IntranetSite.com

Bloomberg.com


MSNBC.com

WebPortal.com

25

Journey, Rep and Account Level Insight



User Detail Report – Out of the Box Value



BPO ‘Leakage’ Insight and Value
Available for Production?
The average user registered an Idle status (no keyboard or mouse activity for a
minimum of 5 minutes) 4.4 times per day, when Available. Re-allocation of this
accumulated time from Available to Unavailable increases Shrinkage to 45%
“Leakage” represents a significant area of opportunity for better
Operational Management

Billed vs Required Staff
Difference from Actual of 84 FTE x $29K per or $2.48m annualized.



Bank mortgage origination
CHALLENGES
• Online mortgage
applications taking over 4
days on decision to
approve/not approve client
• Losing customers to other
banks due to wait and worry

SOLUTION
• Ran Desktop Analytics
solution to determine
automation opportunities

• Reduced manual back office
steps by 97% (editor function
vs author)

• Integrated and automated
transfer of data from webbased application into back
office decision support
systems

• Each application was clean
for underwriting review
within 57 seconds versus 12
minutes

• Automated logical routines
and prepped for manual
review of key application
items

RESULTS


• 100% error free information
pass to underwriting

• Average turnaround time to
customer dropped under 2
days

Fraud detection & prevention
CHALLENGES
• Manual review for potential
fraudulent bank card use


SOLUTION
• Ran Desktop Analytics
solution
• Isolate ‘true’ process and
‘best’ process
• Automated the determined
‘best routine’ across 12
machines for automatic
detection and initiation of a
phased limiting of card
power


RESULTS

• $150K total solution cost
• $24M in annual fraud
coverage reduction

Bank Account Opening – High Volume
CHALLENGES
•
•
•

Manual, complex processes
with numerous decision steps
& a long training cycle
Dozens of screens, hundreds
of fields for each account type
High error & reprocessing rate
to do research and data
correction


RESULTS

SOLUTION
•

•

A Smart Agent Desktop allowing for
real-time process intelligence and
automation as well as single sign on
Specific automations to accelerate
processes such as customer
search, caller authentication, card
and account maintenance, order
checks and interaction/transaction
wrap up


•

Over 50% velocity (productivity)
increase across the department

•

Continuously capturing business
process events and milestones for
operational insight

•

Initial indication of error and rework
reduction over 20%

DMG – Key Back Office WFO components that DA helps
Real-time work allocation by employee, task and SLA

Workforce Management to schedule staff based on service and cost goals (x% complete in Y hours)

• Must take backlog into account

Performance Management for quality control at the task/activity level to ensure First Time Yield
and/or facilitate training , process redesign or automation



DMG – 2013 DA Report Highlights

The benefits of DA are
substantial, quantifiable and can
save users time, money and
customers:

As of the end of July 2013, DMG
Consulting estimates there were
993 front and back-office
customers using DA, an increase
of 103.9% since 2010.

The DA sector is expected to
grow by 20%, 25%, 25%, 30%
and 30% in each year between
2013 and 2017, respectively.

These numbers may be
conservative if DA really
catches on in the back
office, which employs three
times more people than the
contact center sector.



Thanks!
o

In 20 minutes we covered 24 ways to use DA to get Back Office Done Better

o Questions or Live Demo Requests
o www.ciceroinc.com



20 Minutes on Desktop Analytics: Top Uses in the Back Office

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