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6/10/2006
Asaleeb
CRM Case Management
Dr. Khaled AlBulaihedGeneral Manager
ITSAGIA
2006
Asaleeb Mission:
Develop a Total Investor Experience (TIE)
using
an Operationally Efficient Work Engine
One Stop Shop
Investor
GR
PROProcess
Follow-up Agent
Government Agencies
GRGR
GRGR
GR
CRM AgentCRM
Agent
Process First
“If you only put Web Pages in front of poor business processes then you demonstrate to the whole world how poor your processes really are.
First you have to manage an internal business integration before you start to develop cooperative external processes.”
Michael Hammer
Why Service?
Service
Is The WHOLE Product
CRM benefits
ServiceService
MarketingMarketing
ProspectingProspecting
SAGIA SAGIA ManagementManagement
Decrease Cal Waiting Times
Decrease Request Solution Time
Decrease Service Response Times
Increase Service Productivity
Service Quality
Quality = Perception
- Expectations
Focus on the total investor >>> EXPERIENCE…
Investor
Before: One Confused and Frustrated investor, Before: One Confused and Frustrated investor, Many Silo Agencies Many Silo Agencies
Expected improvements in quality
67%
37%
18%
53%
40%
Less bureau-cracy
Savings Improved deployment of
resources
More friendly &
responsive
Image
Positioning of Agencies Savings
Ease ofInteractions
Efficient UseOf My Time
Trust
Reliable Fulfillment
Delivery, and Support
Integrity
Value Ease ofDoing Business
Ease of Decision Making
Customer Relationship
Business
Opportunities Partnership eMail Wep One Stop
CenterBrochure call center
SAGIA Brand Identity
Competing in time CIT
Competing In Time (CIT)1.Punctuality
2.Duration
3.Availability
4.Speed of Response
5.Speed of Innovation
99% as promised
Days
Convenient
CRM
24hrs
Why Service?
Service Product StructureGeneric
Expected
Augmented‘motivational
factor’
Potential‘competitive
edge’
Call Center Agent Finance
CRM Agent
ProcessCASERequest
Billing Receipt
Investor
Inquiry
CRM End-to-End Processes
Differentiation Curves
Differentiation: Value Curves
1. Punctuality2. Duration3. Availability4. Agent knowledge5. Convenience6. Response
AsaleebNow
HighAverage
Government Document Statistics:
Transaction Types 80
Documents Per Type 5 up to 15
Documents Needed 500
Unique Documents 142
Repeated Documents % 150% to 300%
* Based on realistic figures as per SAGIA processes.
Typical Content of Electronic Records
Transactions
Web Content
Material
Invoice
Personnel Master Data
Customer
Business Objects like …
Notes
Scanned Documents
OfficeDocuments
Reports
Process Information
DigitalCase
Fax and E-Mail
InteractiveForms
other Recordsor Files
Document InfoRecords
“T-shaped” Investor Service Model
Support Services
Support Services
Prospecting
Customer Contact Centre providing integrated accessIntegrated Contact Centrer
Investor Contact Channels
WestminsterCity Council
Dear Mr SmithI am writing toenquire aboutthe
Call Centre
Kiosk
Face-to-Face
Email + WebDigital TV
White MailFax
CommonTransact-
Support Services
Support Services
Licensing/GovernmentTransactions
Payment
Reduce cost
FOCUS
QualitySERVIC
Different Government Agencies
Investor
After: SAGIA supported by Multiple AgenciesAfter: SAGIA supported by Multiple Agencies
Asaleeb
Case Management
Case Scan & Indexing
44
Licensing Investor
22
33
Case ReviewAPPROVAL
77
Interactive Center
Portal
11
Close Case 55
66
Billing
Call
Request Government Service
How do Cases and Electronic Records Work
Electronic Case Record
Cases
Scanning & Indexing
Licensing
Investor Documents Records
Government Case Requests...
Renew Commercial
Registeration
Visa Request
Put together into
Labor Request
One Step Shop
Contact Center
CRM AgentHelpdesk
Government Agent
Scan Agent
Phone, Email, Fax, SMS
Investor
Government Agency
Web based Portal