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Panviva Presentation 5.19.10 Final To Client
- 2. AGENDA Solution Implementation Challenge
- 3. FRONT LINE AGENTS 90% say work life is becoming “more complex” 90% *Source: BPG.com Annual Compliance Survey, 2010
- 4. WHAT IS TAKING SO LONG? Document download Document scan The Agent 5-20 Applications Screen real estate Procedural documentation Launch time + memory space Information shelf life Escalation procedures
- 5. ON AVERAGE, 10+ WINDOWS RUNNING SIMULTANEOUSLY
- 7. WE HAVE DEVELOPED A SOLUTION Used by 250,000+ In 37 Countries
- 8. SUPPORTPOINT
- 9. GETTING SUPPORTPOINT Guiding Users With Real-Time Support Defines policies and procedures from the user perspective. Creates process steps to distill task-based information. Delivers instant, clear guidance to agents based on their role and objective. 1. 2. 3.
- 10. GETTING SUPPORTPOINT Guiding Users With Real-Time Support SERVER AUTHOR VIEWER IT INFRASTRUCTURE
- 11. MULTI-LANGUAGE / MULTI-LOCATION Buenos días Dia Duit Marhabah Assalamu Alykom Néih hóu Parev Bonjour Maakye Bon Giorno Selamat Hello Zdravstvuite Habari Hej Ahoj Jambo Zdraveite Konnichi wa Buon giorno Yia sou Guten Tag Annyong hashimnikka Dobry rano
- 12. HOW DO WE ENGINEER STRUCTURE + SIMPLICITY?
- 13. IMPLEMENTATION SQUAD ADVANTAGE Self-sufficiency Training + Coaching Information Architecture Expertise Structured Methodology
- 14. REPORTING ADVANTAGE 1. DOCUMENT REPORTS 2. USER / ROLE REPORTS 4. TRAINING REPORTS 3. CHANGE NOTIFICATION REPORTS
- 15. SUPPORTPOINT YIELDS SIMPLICITY FROM COMPLEXITY, AND DELIVERS IT ALL IN REAL-TIME.
- 19. Standardized customer service support
- 20. Universalized processes across regions
- 22. Reduction in rework estimated in the millions of poundsSOLUTION
- 24. New hire attrition rate improved by 26%
- 25. Reduced training and associated costs
- 26. Consistent measurement of claims error rate
- 27. Over 1 million pounds saved per month (from paper to electronic)SOLUTION
- 29. 10% reduction in customer hold time
- 30. 15-20 second reduction in AHT
- 31. 80% CSR feedback; responses within 8 hours
- 32. Significant decrease in Help Line callsSOLUTION
- 33. WHY DOES SUPPORTPOINT WORK?
- 35. Attrition
- 37. “Multi-skilling”
- 38. Policy + procedure consistency
- 40. Documentation
- 42. Error rates
- 43. Escalations
- 45. Accuracy
- 46. Seamless + quick installation
- 47. No disruption to business
- 48. Non-invasive
- 51. One time, only time
- 52. Speed + quality of service
- 53. Satisfaction
- 54. Accuracy
- 55. Confidence
- 56. Compliance
- 57. Scoring
- 58. Satisfaction
- 61. Skill-Focus
- 63. Decreased cost
- 64. Compliance
- 65. Retention
- 67. Scope, Plan + Blueprint
- 68. SME Interviews + Process Analysis
- 71. Project Style + Quality Standards
- 74. Content Creation
- 78. Content Release
- 79. “Go Live” Communications + TrainingPhase One: Plan
- 80. CONTINUOUS IMPROVEMENT LIFECYCLE SELF-MANAGEMENT
- 81. Boston London Melbourne 250,000+ Users 37 countries 18 languages Version 7.0
Hinweis der Redaktion
- Studies show that in the last three years, 90% of frontline customer service representatives perceive their workload as becoming more, not less, complex
- (Q9.) Close to 60% of respondents need to know and access a minimum of 6 applications and as high as 20 applications to perform their job.Specifically:- Documents need to be downloaded and then scanned in detail to locate the “need-to-know” nuggets of information;- Workers are managing multiple software applications (sometimes anywhere from 5-20 running simultaneously); - Written procedural documents do not offer instant “how-to” answers;- Microsoft and other applications take time to launch and cost memory space; - Information takes up precious screen real estate, sometimes obscuring vital applications; and, - The traditional format of information is difficult to edit and therefore has a short shelf life.
- These are all to blame for making it difficult from them to effectively serve the customer. In fact, a full 25% of the workday is spent simply searching for information and determining if it is up-to-date and viable. And when pointing and clicking their way to get this information, agents are running over 10 windows on their computers.
- A. WHAT IS SUPPORTPOINT?Business Process Guidance (BPG) is a revolutionary solution to deal with complex work, by identifying where agents are in the process and guiding them step-by-step to the desired outcome for each call, customer interaction, or back-office procedure. Defines policies and procedures from the user perspective. Answers the question: What does an agent need to know in order to complete this task?Creates process steps to clearly distill and communicate task-based instructions to agent. Answers: What is the most pertinent information needed to help the customer right now?Delivers instant, clear guidance to agents according to their role, including policies and procedures as well as scripting. Answers: What actions need to be taken to reach a successful solution?
- Our unique solution, SupportPoint, is a user-centric platform working within your own IT infrastructure. It guides agents through rapidly changing and complex work environments via three main components: The SupportPoint Application Server is the centralized server managing all of the system’s data storage and computation, offering highly scalable information management and reporting capabilities.Can support 100’s of 1,000’s of usersCan manager 100’s of 1,000’s of content assetsScalable 3-tiered architectureRequires minimal IT investment (time and hardware) The SupportPoint Viewer gives agents real-time guidance on procedures, policies and product information based on where they are in their given tasks.Unique delivery methodsNon-invasive integrationUltra-thin client The SupportPoint Author is the secret weapon that gives subject matter experts and other content developers an intuitive, non-technical content creation platform to provide clear, consistent information to end-users.Allow SupportPoint to be managed by the businessIntuitive WYSIWYG Editing environmentAdvanced information management capabilitiesMultilingual support – 18 languages in productionTranslation capabilitiesAutomated localizationRobust version controlComplete user / role and security managementEven with all of these strengths, SupportPoint is small: the SupportPoint Viewer can deliver key information faster through its unique design, and it does so with a much smaller memory footprint than a typical browser-based intranet.
- As for organizations with multiple and/or international locations, SupportPoint gives remote access and multiple language display. In fact, you can even make specific content available via a customer self-service website. Expand and create one slide to show how it can handle various dialects etc. by providing specific language examples (e.g. Castilian, Mexican, Columbian spanish).
- With the purchase of SupportPoint, you automatically receive Panviva’s expertise in information architecture and training provided by our Implementation Squad. We have over 15 years of experience in creating and structuring information for our more than 200,000 users worldwide.
- Reporting. Tracking what and how information is accessed is the key to maintaining a fresh data bank and course-correct where necessary. We’ve made this possible by embedding over 30 intuitive and customizable reports that can be copied and edited to suit the individual needs of the organization.Document reports display information regarding document status, such as a document’s location, editing phase, translation progress, when and where users are accessing documents, all according to their role.User/role reports Display which users/role have accessed documents, who owns various documents and has permission to update them.Change notification reports display a document’s change status and user/role notifications. Training reports, In addition to accessing reports, it’s also important to know if agents understand and retained the information. We can display training/testing courses by history, results, and completion status. These tests make it easy to determine the knowledge capabilities of your agents.
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- A. British Telecom (International Telco Provider)Who? British Telecom (BT) is one of the largest communication companies in the world, operating in more than 170 countries. BT had a corporate strategy of becoming #1 in global customer service by March 2009. Problem? Approximately 30% of the initial telecommunication orders were “unclean”, possessing any number of errors that caused problems when it came to actually delivering on their service promise, not to mention additional follow-up work and customer discontent.Solution? Panviva built the customer management process steps into the SupportPoint infrastructure, essentially identifying the stage a user is in and pushing the right information to them in real-time. Particularly in the case of BT where high turnover was an issue, ensuring that the same information was being passed from person-to-person through the system was vital. SupportPoint mitigates need for in-depth training. Also, we wanted to make sure the system could handle the various knowledge areas and regions in which BT operated. If information had to be added or edited, users could update SupportPoint accordingly so that changes were made on the universal scale wherever and whenever BT existed.Results? In addition to helping BT assume the #1 position in global customer service, SupportPoint generated a number of benefits to the company:Reduced error rate by 80% (from an initial 30% to 6%);Any need-to-know information can be accessed, reducing the need for memorization and likely errors; Standardization of support (critical in cross-cultural environments where staff are more apt to “make up” the best case response rather than follow – or locate – the pre-written script); Speed to market of new products and services as new hires become experts with the information at their fingertips; and,Financial impact that is immeasurable – through the reduction in rework and financial penalties – estimated in the millions of pounds.
- Bupa is a large British healthcare organization, with bases on three continents and more than 10 million customers in over 200 countries. Problem? Bupa was pressed to ensure that the information they provide to customer is consistent and correct. With the high costs of training employees, they needed agents to be knowledgeable and helpful – all while grabbing need-to-know information in real-time. Only so much knowledge, however, can be retained during training, so it was unrealistic to expect agents to recall all the processes and procedures. Solution? SupportPoint was rolled out to more than 1,700 employees across four business functions and 56 different roles, from the call center, to claims, membership, and customer relations. Results? With SupportPoint, the following results were experienced:- 15-second reduction in average handle time (AHT) – 5% on 5.5 million calls Reduced training time and thereby training costs New hire attrition rates improved by 26% More consistent measurement of error rates in paying claimsOver 1 million saved monthly (moving from paper to electronic printing)
- U.S. Health Insurance Company – Blue Cross AffiliateProblem? The central goal for this insurance company was to increase first call resolution rates (FCR). FCRs were at 66% with no signs of improvement. Secondly, the company was looking to improve customers’ ability to self-manage issues via the website or automated phone service. As well, the business process became increasingly complex with over 26,000 documents in the Intranet, taking an average search time of 120 seconds to locate information. Customer service reps (CSRs) lacked confidence in outdated materials and gaps in information available on shared drives. Solution? Panviva was hired because of our expertise in structuring, designing, and creating information for ease of use and in part selected because we are a global organization with extensive background in knowledge management, developing and structuring information architecture and training. SupportPoint was primed for the job of assisting this organization due to its (a) unique content delivery system; (b) user guidance; (c) links content to open screens; (d) WYSIWYG authoring; (e) flexible role-based system; and, (f) no HTML coding.Results? The insurance organization experienced a number of benefits shortly after introducing the software, namely:Search times reduced by 94% (from 120 seconds to just 7 seconds);- 10% reduction in customer hold time- 15-20 second reduction in average handle time (AHT)- Significant decrease in calls into the Help Line- 80% of CSRs provided feedback, with feedback response less than 8 hours
- C. WHY SUPPORTPOINT?How is it beneficial?While the advantages of SupportPoint are innumerable, when it comes to how we believe this software will benefit AXA, there are a number of key ROI areas:Customer satisfactionReduce average handle-timeIncreases first call resolution Reduces error ratesEnsures consistency and accuracy of information deliveredReduces escalations and transfers Cost containmentShortens training timeReduces staffing requirementsIncreases employee engagement and satisfactionReduces attrition rateReduces overhead costs associated with errors and re-workEnables multi-skilling Best practice guaranteeEnsures policies/procedures are in line with best practicesCentralizes and simplifies procedures and documentationSupports compliance requirements Ease of deploymentSeamless and quick installation – no disruption to your daily businessExpert Implementation Squad to train and install initial content
- WHO WILL SUPPORTPOINT BENEFIT?Agent: SupportPoint puts only the critical “need-to-know” information at their fingertips. This increases their confidence and that is translated to the customers they serve. They can be sure they are not only providing the correct information, all while focusing their time on offering unparalleled service.Customer: Customers are guaranteed to receive more timely, consistent, and accurate handling of their service issues and all-around enhanced customer service.Manager: SupportPoint means time maximization. Managers can now focus on enhancing agents’ skills in service delivery, not on technological dexterity. The need for interruptions throughout the day to answer a multitude of questions is reduced. They can maximize monitoring and coaching towards supporting the agent, and ultimately ensuring the customer is happy.Company (e.g. AXA): SupportPoint, quite simply, increases revenue. The timesaving that come with simple and efficient daily work processes typically save hundreds of man-hours. Decreased compliance concerns, customer satisfaction, client retention and referrals/additional sales opportunities all boost your bottom line.
- At the high level, SupportPoint works like this: you buy it, we structure it around the specific needs of your business, and you own and manage it. We handle this simple 3-point process so that you can continue to practice business as usual while we’re busy molding the software to the uniqueness of your organization. Phase One: PlanWe begin by identifying your implementation requirements, scoping out the effort involved, selecting the project and defining your overall implementation objectives.- Business discovery workshop- Scope, plan and blueprint- SME interviews and process analysis- Governance strategic planning- SupportPoint trainingPhase Two: DesignNext, we mold SupportPoint to the custom needs of your organization, developing the project style and quality standards you’ll need to be successful, as well as any training templates that must be created to intuitively coach users.- Project style and quality standards- Information architecture- Referenced-based training toolsPhase Three: ImplementThen we deliver the SupportPoint BPG solution back to you. - Content creation- Process validation- Quality assurance- SupportPoint viewer installation- Content release- Go live communications and training
- Maintenance: Self-ManagementSustaining SupportPoint is easy, and we work with you to make sure you can continue to reap the benefits of the software in the long-term. - ROI checkpoint- Implementation review Content maintenance Periodic health checks