OnProcess’ Journey to AutomationMichael Prokopis – VP, Strategy & Innovation

Agenda

• Introductions

• Selecting Nice

• OnProcess Technology Use-Cases

• Impact

• Learnings

• Questions

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Robotics…some things are easy…

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Introductions

Post-Sales Lifecycle

Revenue RecognitionRevenue AssuranceContract Service Sale

Triage Service Order Mgmt.Service Event Asset Mgmt.Resolved Issue w/Minimal

Customer Effort

Sales Order Management

Service Event Management

Sales Order Mgmt.

Post-Sales Order Management and Customer Experience Transformation

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$164M of Client Actionable Economic Value

End-to-end Visibility Across SSC Ops

$60M Annually CapEx Avoidance, Improved

CSAT

14pt Improvement in CSAT

40% Savings in End-to-end Service

Order Mgmt., $20M/Yr. Savings

18+ Yrs./100+ Clients / 8 Yr. Avg. Client

Tenure

$400M Annual Improved

Business OutcomesWhy OnProcess

We help many of the world’s leading organizations

optimize post-sale services -from complex sales and service events through asset

management to

improve revenue, reduce cost, and deliver

exceptional customer experiences OnProcess

Advantage

• Managed Services specialist in post-sale supply chain

• Advanced analytics-based process improvements

• Technology-driven delivery

• OPTvision℠ the industry’s only control tower solution

• Accountable, outcome-based business model

• Frictionless customer experience

• Sole focus on optimizing business processes and

reducing transactions

Selecting Nice

Starting with the idea…

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Innovating OnProcess

into the ‘Digital Age’

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Gartner Top Predictions – The Digital Future

“By 2018, 20% of all business content will be authored by machines.”

“By 2018, 6 billion connected things will be requesting support.”

“By 2018, more than 3 million workers globally will be supervised by a "roboboss."

“By 2018, 50% of the fastest-growing companies will have fewer employees than instances of smart machines.”

“By YE18, customer digital assistants will recognize individuals by face and voice across channels and partners.”

“By 2020, autonomous software agents outside of human control will participate in 5% of all economic transactions.”

“By 2020, smart agents will facilitate 40% of mobile interactions, and the post-app era will begin to dominate.”

- Gartner Reveals Top Predictions for IT Organizations and Users for 2016 and Beyond,

Gartner, October 6, 2015

Many Concepts To Consider…What is Automation?

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Selecting Nice Was a Journey!

• ~25 vendors were assessed with a detailed RFI

• Use cases were identified

• 6 Vendors were down-selected for onsite oral boards

• POC was completed to validate capabilities

• Commercial terms

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Workstream

Assess OnProcess for Opportunities - Delivery

Assess Identify Innovation Partners

Business Case

Contracting / References / Program Plan

Recruiting

Process Mapping - Phase I

March April May

Kick-Off

October

Kick-Off

Kick-Off

November December January February

Kick-Off

Kick-Off

Kick-Off

June July August September

OnProcess Technology Use-Cases

• Increase efficiency & productivity

• Create ‘greater’ operational agility…standardize best practices

• Reduce operational risk

• Improve governance and control

• Leverage technology to continue pushing OnProcess into the Digital Age

Challenges

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Are These Two Themes Opposing Forces?

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Automation

Relationship Management

Enhancing the Service Process via Virtual Assistant

In / Outbound Call (Before)

• Live agents available to assist

• Understand meaning and intent

• Recognize and extract data

• Verify and enrich data

• Determine and execute outcomes

In / Outbound (After)

ReachY

Client System

NCustomer

OnProcess Agent Outbound Call /

Email / Text / Chat

Inbound Call / Email / Text /

Chat to OnProcess Agent

…

…

ReachY

Client System

NCustomer

OnProcess

Virtual Assistant

OnProcess Virtual Assistant

Deliver guaranteed perfect

structured data

…

…

…

Live Agent

Assistance

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Impact

• PDF invoices from end

carriers require input into

client system for payment

• Select data fields and

input to ERP system

– 48 hour SLA with 100%

accuracy required

– ~30 unique data fields

– Carrier determines what

information ‘must be’

captured

OnProcess’ First Program

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Data

Inp

ut

Data Inp

ut

Data Input

Learnings

Vision Skills Incentives Resources Action Plan+ + ++ = Change

Managing Complex Change

Vision

Vision

Vision

Vision

Vision

Skills

Skills

Skills

Skills

Skills

Incentives

Incentives

Incentives

Incentives

Incentives

Resources

Resources

Resources

Resources

Resources

Action Plan

Action Plan

Action Plan

Action Plan

Action Plan

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Confusion

Anxiety

Resistance

Frustration

False Starts

Adapted from Knoster, T., Villa R., & Thousand, J. (2000). A framework for thinking about systems change. In R. Villa & J. Thousand (Eds.),

Restructuring for caring and effective education: Piecing the puzzle together (pp.93-128). Baltimore: Paul H. Brookes Publishing Co.

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Find a starting point and iterate

• Iterate 1: Plan, Analyze, Design, Build, Test…

• Iterate 2: Plan, Analyze, Design, Build, Test…

• Iterate n: Plan, Analyze, Design, Build, Test!

Agile Development

Nice’s Real-Time

Designer tool supports

iterations and builds

layer-to-layer

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Questions

200 Homer Avenue, Ashland, MA 01721

(508) 520 2711

www.onprocess.com

O :

M :

E :

Michael Prokopis

VP, Strategy & Innovation

(508) 623-2164

(508) 308-4546

mprokopis@onprocess.com