CRMCustomer Relationship Management for e-proc: End-User Support Gianluca IalongoCRM Manager – Consip SpA – Public Procurement Division

CRM

Structure

2

eProc PortalPhoneE-mailWeb Self careMeetingsLetters

Account/CategoryTechnical support

legal

Front Office

I Back Office

Oracle CRM

II Back OfficeConsip

72 persons36 FTE

CRM

Who Works in the CRM - Tasks

3

Public Procurement Division

Marketing

Public Procurement Division

Marketing Information Systems

Division DWH and User Support

Public Procurement Division Information Systems Division

CRM

Numbers*: Typology of Calls and SLA

4

* May 2014 data

Content Quantity %

Mepa 20.641 65,8%

Users registration 2.389 7,6%

Portal 1.688 5,4%

Technical info 1.491 4,8%

Framework contracts 1.286 4,1%

Password /PIN reset 1.039 3,3%

Electronic invoices 1.023 3,3%

Info on Consip 302 1,0%

Service Requests 31.355

fax 132 0,4%

web 644 2,1%

E-mail 209 0,7%

tel 30.370 96,9%

2,7%

Percentage of missed calls <= 4%Call waiting time management>=93%

in 20""Waiting time for multichannel contact (no phone)"

>=96% in less than 4h

others in less than 1d"

% missed calls 1,4%1 call solution91,4%

Average monthly requests 2014

SR 33.259 II liv Consip 1.021 3,1%II liv Tech 950 2,9%

CRM

Trend

5