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Routing and processing tasks from email, web-forms, front office and mobile directly by the back office via a SAAS Solution
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iTaskPower to the Back Office
© 2011 Tieto Corporation
Main issues• Your Customer:
• Has its’ own idea of what handling times of requests and purchases should be
• Will contact whatever channel to get the process moving• Has no live tracking and tracing of requests/purchases
• Front and Back Offices have to deal with:• Repeat calls (telephone/email)• Needs to punch in data from all kinds of mediasources
(webforms, emails, scanned data) into the systems• Confusion about status between Front / Back office• No real time overview and forcecast of the complete workload• Sharpening SLA’s en KPI’s to meet market demands
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Cost to serve
NPS
SLA
© 2011 Tieto Corporation
What we all want:• Better cooperation between Front and Back Offices• Live tracking and tracing of requests and purchases for:
• Consumer (Web, Mobile)• Front & Back Office employees• Supervisors and Management
• A complete overview of (expected) workload• No Backlog• Tasks routed to the appropiate employee• Able to steer on SLA and KPI’s
• Change prioritees• Change handling times• Up/DownScale the workforce
In short: enabling both consumer as internal employees to submit and to process purchases and requests in an efficiënt and natural way.
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© 2011 Tieto Corporation4 2011-03-22
© 2011 Tieto Corporation5 2011-03-22
“I want to activate/purchase a product or service”
© 2011 Tieto Corporation6
Sources Employee Supervisor Manager Track & Trace
SLA: Your Service Promiss
© 2011 Tieto Corporation7 2011-03-22
Perspective of the Customer
Manage the expectations of your customers:•Offers status information about requests in self service channels•Fluency (cooperation between front and back office)•Tasks processed within expectations
© 2011 Tieto Corporation
Perspective of the employee
More tasks handled in less time:•Automatic routing of tasks to the right employee•One, easy to use interface with 360o customer profile•Accurate and fast processing with “smart pasting” data into back end systems.
© 2011 Tieto Corporation9
Perspective of the Dispatcher
No more “lost” requests, tasks and order forms: •Detection of irregular and bounced tasks and requests•Auto escalation of SLA threatening tasks•Digitally modification and reassignment of requests
© 2011 Tieto Corporation10
Perspective of supervisors and management
Meet your SLA’s:•Management dashboard with real time info •Grip and steering though escalation module•Reports and analysis of complete workload process
Save Costs:•Minimize repeat” calls”/requests•No more “straight to printer” processes•No more costs due to crysis staffing
© 2011 Tieto Corporation11
Perspective of the administrator
Plug and Play:•Easy creation of sources, tasks and rules•Instant overviews of flows, groups and agents•No dependency on IT: software as a service
© 2011 Tieto Corporation12
iTask
Manage the expectations of your customers:•Offers status information about requests in self service channels•Fluency (cooperation between front and back office)•Tasks processed within expectations
More tasks handled in less time:•Automatic routing of tasks to the right employee•Easy to use interface with 360o customer profile•Accurate and fast processing with “smart pasting” data into back end systems.
Meet your SLA’s:•Management dashboard with real time info •Grip and steering though escalation module•Detailed Reports and analysis of the complete workload
Save Costs:•Minimize repeat” calls”/requests•No more “straight to printer” processes•No more costs due to crysis staffing
Plug and Play:•Easy creation of sources, tasks and rules•Instant overviews of flows, groups and agents•No dependency on IT: software as a service
So it will be done before Thursday 13:30 ?
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Martijn.Feekes@Tieto.comEnrico.Pruis@Tieto.comBart.defluiter@Tieto.com
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