1. © 2012 Tieto Corporation
Tieto Customer Experience Integrator
100 million European consumers serviced daily by Tieto solutions
600 specialists on CRM, Customer service and Self-Service

2. © 2012 Tieto Corporation
On Top of Our Minds

3. Our Customers & Partners
Financial Services Telecom Utility Other
© 2012 Tieto Corporation

4. References
• Design, development & management of applications to 1000 agents
• Providing services for inbound and outbound call for contact center, retail and online
• > 1 million contacts per month
• Development & implementation of Aegon Unified Desktop solution
• “Tieto delivered the flexibility and expertise that was needed to make the ADT a succces.”
- Peter van Wijk, programme manager, AEGON
• Winner 2011 National Value Center Award
• Automated inbound marketing solution Innovation Award
• 15 month earn-back period
© 2012 Tieto Corporation

5. Key to Success
Customer Experience Integration
© 2012 Tieto Corporation

6. We deliver realistic Customer Experience
Integration from vision to execution.
1. We develop the customer service strategy and targets with our customers
2. We ensure the business reasoning and KPI’s for the transformation
process
3. We are passionate about the end user needs and make sure they align
with business objectives
4. We ensure the technical feasibility already in early stages of the
transformation process
5. We drive the transformation process and implement relevant customer
© 2012 Tieto Corporation
interaction solutions where applicable

7. Let us help you develop a Customer Experience
Integration roadmap...
Architecture
Business Case
assessment
Customer Requirements &
Interaction Vision process review Roadmap
Scoping
Proof of Concept
Assessment
© 2012 Tieto Corporation

8. Taking in mind which customer functionalities have
the greatest impact on your business...
IMPACT ON BUSINESS KPI’S
CONNECTED DEVICES
AUGMENTED REALITY
CUSTOMER OVERVIEW
CROWDSOURCE
INSIGHTS VIDEO
CRM CHAT
SOCIAL MEDIA
UNIFIED DESK USABILITY PRESENCE
CTI X/UP SELL REALTIME WEB
REPORTING INTEGRATION EFFICIENCY
WFM FO/BO INTEGRATION
PROCESSES KNOWLEDGE
MNGT
IVR
© 2012 Tieto Corporation
SYSTEM ACCESS

9. Based on the latest technology, enhanced with
existing functionality or best of breed add ons...
IMPACT ON BUSINESS KPI’S
Customer Experience
ACCELERATORS Management
Customer Interaction
CUSTOMER CONTACT PLATFORM
Management
© 2012 Tieto Corporation

10. Contact center of the future:
Keep the things your customers like, add the things your customers will love
Add
relevant suggestions
© 2012 Tieto Corporation
Add social events to your desktop Add chat

11. Accelerator: Mobile Chat
© 2012 Tieto Corporation

12. Realised benefits with NL market leaders
Cross- and Upsell Cost to Serve
+15% (Banking + telco) - 10% (Banking)
Retention Online Conversion
+ 30% (Leasure / Media) +15% (Telco, Banking, Insurance)
NPS Channel Deflection / Steering
From minus 60 to plus 15 (telco) - 15% Call Avoidance
- 15% Call Deflection (to lower cost channels)
© 2012 Tieto Corporation

13. Joost van Ham
Solution Manager Strategic Consulting & Innovation
Joost.vanham@tieto.com
+31 (0) 6 22 180 866
© 2012 Tieto Corporation