How Intelligent Digital Self-Service with Customer Analytics Can Lower Costs and Raise RevenueMoving from “Chat Now” to Ongoing Customer Conversations

Gerhard Heide, Pitney Bowes Konrad Litwin, Sorriso Technologies

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Agenda

• Pitney Bowes• Customer Engagement• The benefits of Chat Now• The Dark Side• The devolution of customer support• Trends in online self service• The “B Spot” – the most sensitive part of your site• Where next in online self care ?• Conclusions and questions

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Innovation…

YEARS OFINNOVATION

... leads Transformation

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Reinvention

As the world has changed so has Pitney Bowes.

DISRUPTIVE TECHNOLOGYDISRUPTIVE

TECHNOLOGYMECHANICAL TO DIGITAL

MECHANICAL TO DIGITAL

DIGITAL COMMUNICATIONS

DIGITAL COMMUNICATIONS

DIGITAL COMMERCE

DIGITAL COMMERCE

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Customer EngagementThen…. astonishment at the first self-service check-outs

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Customer EngagementToday…. anytime, anyplace

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Poll

If your customers can't find what they want online do they:

a) call the call centerb) use chat nowc) email you insteadd) give up

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Self-care trends

40%still contact a call center today after they can’t find answers to their questions via online self-service

-Coleman Parkes, 2013 55%of 479 business leaders surveyed in Europe, the Middle East, Africa & Asia Pacific expect their key competitive differentiator will be customer service, ahead of quality and price.

-”Service 2020”, The Economist, BDO

85%of all customers will manage their relationship with an enterprise without human interaction by 2020

-Gartner, 2013

25%Of time spent browsing, total time on social media sites

-Coleman Parkes, 2013

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The benefits of Chat Now

• Improvement in customer satisfaction (vs call center)• Highest customer ratings vs apps and web sites• Dramatic improvement in call center KPIs• Reduced physical calls by 40%• Increase in call center conversion ( 8 x )• Higher volumes with reduced headcount

(All sourced from Chat Now provider case studies)

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The dark side

• Increased volume = Increased headcount• Can be considered obtrusive or pushy• Exceptions often revert to traditional channels (e.g.

phone)• Operator personality very subjective• Delays not tolerated• Cost per interaction• Increases the investment in the call center• Tricky to do well in a mobile environment

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Why Chat Now?

• A Quick Fix for Call Center environments

• “Cheap” in the context of additional expense

• Masking the disconnect between legacy systems and online

• Justifiable on call center reduction

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The Devolution of Customer Support

The Devolution of Customer Support

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Call Centers Email Web Forms Online Self CareFace to Face

Live Chat Online

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Megatrends – Mobile Reality

91% of people on earth have a mobile phone

56% of people own a smart phone

50% of mobile users who use mobile as their primary Internet source

80% of time on mobile is spent inside apps

72% of tablet owners purchase online from their tablets each week

http://www.digitalbuzzblog.com/infographic-2013-mobile-growth-statistics/

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Megatrends – Mobile Reality

“More Mobile Phones than Toothbrushes”

Google, 2012

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Megatrends – B2B is B2C

“Consumer buying behavior is increasingly spilling over to B2B”

Huthwaite Research

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Megatrends – Where next?

“If you're a competitive person, that stays with you. You don't stop. You always look over your shoulder.” Magic Johnson

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Do you remember college?

• Evolution not Revolution – you do not have a choice• Understand your customer journeys• Retaining a customer cheaper than winning a new• Automation is inevitable• Constantly challenge the status quo• Plan for change now

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The B SpotThe most sensitive part of your site is the BILL

• Then they go away• They don’t look at anything else• They don’t come back for a month• But they always come back!

One of our large accounts with traditional e-Billing called and said, “John, we just discovered that each month, over 600,000 customers log into our system and spend an average of 7 minutes poking around their bill.”

Some say eyeballs are worth $95/pair. That’s $57,000,000 for our customer!1

1 “Eyeballs are now worth about $95/pair” -- http://kameir.com/eyeball-valuation

Is e-Billing just a necessary chore or is it a massive market opportunity?

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Rethinking e‐Billing and Customer Care 

Web estates became isolated silos

Customer Sticky Here! Sales Happen

Here!

• Sites are linked ONLY by single sign-on, menus, and branding• e-billing, service, and commerce, are disconnected• The technology/cost hurdle forced compromise• It’s virtually impossible to leverage

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Evolve from Online Billing to Smart Interaction & Marketing Analytics

Rethinking Online Self Care

The Smart-Bill

Your Opportunity

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Customer driven conversations

Customer business portal

Integrates all services

Cross channel

Customer adoption marketing

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The smart bill opportunity

Monetize Your Billing IQ™

e-Billing• Central Customer Touch Point

SmartBill• Deep Personalization at Low

Cost

Billing IQ• ROI Leverage

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What do we do?We provide industry-leading self-care portals that leverage

bills and statements to create an ongoing customer conversation

Persona Smart Bill™

(Interactive Bill Presentation)

Persona Smart Bill™

(Interactive Bill Presentation)

Marketing & Spend

Analysis

Marketing & Spend

Analysis

Account & Service

“Self-Care”

Account & Service

“Self-Care”

Personalized Messaging &

Offers

Personalized Messaging &

Offers

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Smart bills engage your customer

Value based billing analytics focuses on savings, not costs

Personalized and targeted help, messaging, and services based upon detailed customer knowledge

Quick clear statement summary and explanations with breakdown, drilldown, and line item in-bill help

Personalized offers based upon billing information, customer behavior, and other business sources

Clear, actionable, two way, personalized workflow based communications with your customer; email, IVR, mobile, SMS

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What Does the Smart‐Bill Deliver?

e-Billing is the sticky center point

The startup hurdle is small

Paperless delivered

Reduced call center calls and CHAT NOW reduction

Customer retention through use cases

Bill centered marketing enabled by Billing IQ

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Self Care portals create an ongoing customer conversation

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Smart‐Bill architecture

e-Billing is Central

Bill Data is Alive

Changes With Your Business

A Customer Communications Hub• Web• Mobile-Web• Interactive Voice Response• Email• SMS

Bill centered architecture that drives all customer care and communications

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Smart‐Bill architecture

Enterprise , On-Premise

On-Demand, Software as a Service

Large Siebel CRM customers

Smart-Bill solutions allow you to target both consumer

and business customers

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7 minute results

e-Billing is the Sticky Web• 4.2 Million eyeball-minutes/month• 140,000 personalized 30-second commercials• A current value of $57,000,0001

Smart-Bill saves cost – CFO $9.6M/year• Paper -- $7.2M annually at $1/bill• Service -- $2.4M annually at .5 calls/customer

costing $8/call

Billing IQ grows customers – CMO $15.8M/year• Churn -- $1.8M annual savings for a 1% change,

online customers only• New Sales -- $14M annually if $2 average monthly

increase/customer

Time

Monetize

Your Billi

ng IQ –

Do Bett

er Things

Efficiency – Do Things Better

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With SmartBill technology, billers dramatically move the ROI needle

And how does our client with 600,000 leverage that 7 minutes?

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What’s your smart‐bill ROI?

You can make more money

Your Customers Become Fans

Act Socially Responsible

Smart‐Bills

Business Profitability

ConsumerBenefit

Social Responsibility

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Total solution to meet online needs

Bill-Centered Web, Mobile Web, and IVR Portals

Innovative and Focused

Integrated Multi-Channel Communications

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Advantages of your online business

Significantly Lower Cost of OwnershipFaster time to marketLower development cost Faster deployment of enhancements into production

Manage an Integrated Multi‐Channel Communication SolutionCentrally manage all your communications print and electronicCreate personalized customer communicationsBuild cross channel branding and marketing

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Deliver customized messages anytime, any channel

Deliver the right message to the right customer at the right time through their preferred channelIntegrated location, operational and customer data intelligenceBusiness users quickly and easily create, manage and centrally control all personalized communications –- transactional, interactive and on-demandIntelligent distribution to preferred channel– Mail– Web self-service and e-Billing– Agent and Call Center self-service– Two-way e-Mail and SMS communications– App Exchange

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Deliver customized messages anytime, via any channel

Intelligent customer interaction across channelsPersonalized Automation = EfficiencyReduce Call Center costs Deploy an online experience rapidly at known costBuild customer loyalty with branded communicationsReduce enterprise-wide content creation costsEnsure regulatory compliance

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Conclusions

Chat still essential but must be positioned Cost will eventually drive live chat to automationThe financial interaction is the first opportunityCustomer Driven not pushedWeb Self Care must evolve to anticipateIn order to anticipate you must monitor and understand your customer interactions

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Self Care

Meet customers online in 3-6 weeks• Presentment & Smart-

Bills™• Online payments• Customer Service request

forms• Configure & track simple

marketing campaigns• Customer profile

management• Self-registration, secure

sign-on• Email & SMS notifications• CSR• Customer branding &

mobile app• Monitor usage & web

analytics

Enterprise Self Care

Custom integrated site• Self Care +• Achieve up to 65%

operational savings• Custom user experience• Consolidate multiple lines

of business• Integrate all back-end

systems• Update & extend your site

quickly• Connect with your

enterprise campaign management

• Integrate enterprise portals & SSO

• Support customers with 1000’s of services

• Hierarchical spend analysis

Cloud

Operate in The Cloud• Self Care or Enterprise

Self Care• Expertly managed,

24x7x365• Standard 99.95%

availability• Scales to meet

unexpected demand• Operational in just days• Zero IT infrastructure

investment• No on-premise equipment• Hosted on Amazon Web

Services

Solutions For Billers Large and Small

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Where can you find us?

Sorriso Technologies

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Thank you

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