AGENDA

Challenge Solution Implementation

90% say work life is becoming “more complex”

FRONT LINE AGENTS

90%

*Source: BPG.com Annual Compliance Survey, 2010

The AgentDocument download Document scan

5-20 Applications Screen real estate

Procedural documentation

Information shelf life Escalation procedures

Launch time + memory space

WHAT IS TAKING SO LONG?WHAT IS TAKING SO LONG?

ON AVERAGE, 10+ WINDOWS RUNNING SIMULTANEOUSLY ON AVERAGE, 10+ WINDOWS RUNNING SIMULTANEOUSLY

WE HAVE DEVELOPED A SOLUTIONWE HAVE DEVELOPED A SOLUTION

Used by 250,000+

In 37 Countries

SUPPORTPOINTSUPPORTPOINT

Defines policies and procedures from the user perspective.

1.

Creates process steps to distill task-based

information.

2. Delivers instant, clear guidance

to agents based on their role

and objective.

3.

GETTING SUPPORTPOINTGuiding Users With Real-Time SupportGETTING SUPPORTPOINTGuiding Users With Real-Time Support

IT INFRASTRUCTUREIT INFRASTRUCTURE

1. SERVER

2. AUTHOR

3. VIEWER

GETTING SUPPORTPOINTGuiding Users With Real-Time SupportGETTING SUPPORTPOINTGuiding Users With Real-Time Support

ParevMaakye

Néih hóu

ZdraveiteAhoj

Guten Tag

Selamat

Buon giorno

BonjourBuenos días

Hello

Konnichi wa

Annyong hashimnikka

Bon Giorno

Dia Duit

Zdravstvuite

Yia sou

Hej

Marhabah

Jambo

Dobry rano

Habari

Assalamu Alykom

MULTI-LANGUAGE / MULTI-LOCATIONMULTI-LANGUAGE / MULTI-LOCATION

HOW DO WEENGINEER STRUCTURE + SIMPLICITY?

HOW DO WEENGINEER STRUCTURE + SIMPLICITY?

Information Architecture

Expertise

Structured Methodology

Self-sufficiency Training + Coaching

IMPLEMENTATION SQUAD ADVANTAGE IMPLEMENTATION SQUAD ADVANTAGE

1.DOCUMENT

REPORTS

REPORTING ADVANTAGEREPORTING ADVANTAGE

2.USER / ROLE

REPORTS

4.TRAINING REPORTS

3.CHANGE

NOTIFICATION REPORTS

SUPPORTPOINT YIELDS SIMPLICITY FROM COMPLEXITY,

AND DELIVERS IT ALL IN REAL-TIME.

SUPPORTPOINT YIELDS SIMPLICITY FROM COMPLEXITY,

AND DELIVERS IT ALL IN REAL-TIME.

PROBLEMPROBLEM SOLUTIONSOLUTION RESULTSRESULTS

Reduced error rate by 80% Standardized customer service support Universalized processes across regions

Speed-to-market new products Reduction in rework estimated in the millions of pounds

Reduced error rate by 80% Standardized customer service support Universalized processes across regions

Speed-to-market new products Reduction in rework estimated in the millions of pounds

PROBLEMPROBLEM SOLUTIONSOLUTION RESULTSRESULTS

15-second reduction in AHT New hire attrition rate improved by 26% Reduced training and associated costs

Consistent measurement of claims error rate Over 1 million pounds saved per month (from paper to electronic)

15-second reduction in AHT New hire attrition rate improved by 26% Reduced training and associated costs

Consistent measurement of claims error rate Over 1 million pounds saved per month (from paper to electronic)

PROBLEMPROBLEM SOLUTIONSOLUTION RESULTSRESULTS

Search times reduced by 94% (from 120 to 7 seconds) 10% reduction in customer hold time

15-20 second reduction in AHT 80% CSR feedback; responses within 8 hours

Significant decrease in Help Line calls

Search times reduced by 94% (from 120 to 7 seconds) 10% reduction in customer hold time

15-20 second reduction in AHT 80% CSR feedback; responses within 8 hours

Significant decrease in Help Line calls

HEALTH CARE COMPANY, BLUE CROSS AFFLIATE HEALTH CARE COMPANY, BLUE CROSS AFFLIATE

WHY DOES SUPPORTPOINT WORK?

WHY DOES SUPPORTPOINT WORK?

Reduces…

Staffing

Attrition

Overhead

Increases…

Employee engagement

“Multi-skilling”

Policy + procedure consistency

Centralization + simplification

Documentation

Compliance

Seamless + quick installation

No disruption to business

Non-invasive

Training for lifetime use

Reduces…

AHT

Error rates

Escalations

Transfer

Increases…

Consistency

Accuracy

Meet Consumer Need

Meet Consumer Need

Contain Costs

Contain Costs

Use Best PracticesUse Best Practices

Integrate Simply

Integrate Simply

WHO WILLSUPPORTPOINT BENEFIT?

WHO WILLSUPPORTPOINT BENEFIT?

Consistency

One time, only time

Speed + quality of service

Satisfaction

Accuracy

Confidence

Compliance

Scoring

Satisfaction

Time maximization

Monitoring + Coaching

Skill-Focus

Boost bottom line

Decreased cost

Compliance

Retention

Sales opportunities

CustomerCustomer AgentAgent ManagerManager CompanyCompany

Phase One: Plan

Business Discovery Scope, Plan +

Blueprint SME Interviews +

Process Analysis Governance Strategic

Planning SupportPoint Training

Project Style + Quality Standards

Information Architecture

Referenced-based Training Tools

Content Creation Process Validation Quality Assurance SupportPoint Viewer

Installation Content Release “Go Live”

Communications + Training

IMPLEMENTDESIGNPLAN

EASE OF INSTALLING SUPPORTPOINTEASE OF INSTALLING SUPPORTPOINT

SELF-MANAGEMENT

Implementation Review

Content Maintenance

Continuous Feedback

ROI Checkpoint

CONTINUOUS IMPROVEMENT LIFECYCLECONTINUOUS IMPROVEMENT LIFECYCLE

Version 7.0

37 countries

18 languages

250,000+ Users

BostonLondon

Melbourne

http://www.vicroads.vic.gov.au/vrne/vrnav.nsf