Cisco: Creating a Self-Funding Roadmap to Improve Business Results - Fernando Egea (2015

Creating a Self-Funding Roadmap to Improve Business Results

[email protected]

Fernando Egea Director, Cisco Business Consulting

mailto:[email protected]

© 2015 Cisco and/or its affiliates. All rights reserved. Cisco BTAG Business Consulting Cisco Confidential 2







IT / CIO

Business

Outcomes

Moment

of Truth

© 2015 Cisco and/or its affiliates. All rights reserved. Cisco BTAG Business Consulting Cisco Confidential 9 Source: Gartner Symposium/ITxpo

Reality Check

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The Invisible Challenge


6-12 Month

s

Tomorrow Morning 12-18 Months

Within 6 Months Within 12 Months

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INNOVATION

PHASE 2 PHASE 3 PHASE 1

Action Items:

1. +

2. +

3. =

Increase Revenue $$

Action Items:

1. +

2. +

3. =

Competitive Advantage

$$$

Action Items:

1. +

2. +

3. =

Cost Savings $

Current State

Business

Pain Points

Future State

Business Objectives &

KPI‘s

What if?

Ideal State Current State

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Operational ROI delivers Cost

Savings through infrastructure

and operations optimization

Productivity ROI builds on

operational, focusing on

Increasing Revenue

Strategic ROI focuses on

enabling new/ disruptive business

models to gain a Competitive

Advantage

Changing the Conversation from TCO to ROI E

FF

ICIE

NC

Y

EF

FE

CT

IVE

NE

SS


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INNOVATION

OPERATIONAL ROI: Cost Savings

PRODUCTIVITY ROI: Increase Revenue

STRATEGIC ROI: Competitive Advantage

Global Best Practices:

1. Optimize Infrastructure & Operations (I&O)

2. Consolidate Contact Center Operations

3. Improve Essential Business Processes

Start with Savings…

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Let’s take a closer look…

Best Practices

Impact

Area #1

Impact

Area #2

Impact

Area #3

Agent Virtualization

Voice / Web Self-Service

Agent Desktop Optimization

Employee Training

Replace Internal Travel w/ Video

Hybrid Company Meetings

Optimize

Infra & Operations

Consolidate

Contact Centers

Improve Essential

Business Processes

TDM to IPT Migration

Server Virtualization

Simplify & Accelerate IT with

Cloud

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Quantifying the Business Impact

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Impact Area #1 Annual Expense Benchmark Savings Your % Reduction Annual Savings

1 TDM to IP MigrationSave up to 90% on PSTN charges between

company offices

2 Server VirtualizationUp to 60% reduction on power, cooling,

space and cabling costs

3 Simplify & Accelerate IT with CloudFaster Deployment (1/2 time compared to

on-premise) & Reduction of IT Workload


1 Agent VirtualizationBetween 8% and 15% reduction in Full Time

Employees

2 Voice / Web Self-ServiceFrom $7-$9 per live contact to less than

$0.25 per automated transaction

3 Agent Desktop OptimizationBetween 15 and 50 seconds reductions in

call length


1 Replace Internal Travel with Video30% reduction on total travel, 50%

reduction of internal meetings

2 Hybrid Company MeetingsIncrease effectiveness while cuting

expenses by 90%

3 Employee TrainingTrain more people, more frequently, at a

lower cost. Typically 25% savings.

Sub Total Impact Area #3:

Total Estimated Savings:

Optimize Communications Infrastructure

Consolidate Contact Centers

Improve Basic Business Processes

Global

Best Practices

Global

Best Practices

Global

Best Practices



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Operational

ROI

$0

$5,000,000

$10,000,000

$15,000,000

$20,000,000

$25,000,000

$30,000,000

$35,000,000

$40,000,000

$45,000,000

Before After

Remote Experts

Field BYOD

Field Training

Replace Travel with Video

Contact Center Optimization

TDM to IPT Migration

SIP Trunking

Consolidating Infrastructure, Contact Centers & Operations will drive between 20% and 40% Reduction in Operating Expenses

$ 39M

$ 23M

-41% Reduction

or $16M / Year

Real Client Example

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Focus on Top Line Growth…



Global Best/Next Practices:

1. Optimize Business Processes

2. Leverage Resources Across the Company

3. Proactive Sales Contact

Best Practices




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Business Benefits

Realized:

$16M per Year


Productivity

ROI

Real Client Example


Productivity

ROI

Real Client Example

Assembly Line Efficiency =

70%


Productivity

ROI

Real Client Example

Every minute of downtime =

$ Millions

In Lost Labor


What if? Productivity

ROI

+ +

Assembly Line Efficiency =

96%

Worker Productivity =

UP

Quality Problems & Returns =

DOWN


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INNOVATION








Best Practices




Reinvent the Business…

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Business Benefits

Realized:

$100M+ per Year

Global “Next” Practices:

1. Enable New Business Models

2. Create Unparalleled Customer Experiences

3. Disruptive Innovation

Business Benefits

Realized:

$16M per Year


Contact Center: Sandra

Our mortgage department is

closed –

Can you call back

tomorrow?

All our reps are busy

please wait..

1. Checking Info

2. Savings Info

3. Online Banking

4. Loans/leases

5. Transfer Funds

6. Verify Funds

7. Credit Card

8. Online Account

0. Banking Rep

1. Checking Info

2. Savings Info

3. Online Banking

4. Loans/leases

0. Banking Rep

Strategic

ROI

Local Branch: Karina

Can I get your phone # and I

will ask my

Advisor to call you

back?

Real Client Example

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Our Client Competitor

Opportunity

Opportunity

Opportunity Opportunity

Strategic

ROI

Opportunity

Real Client Example

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© 2015 Cisco and/or its affiliates. All rights reserved. Cisco BTAG Business Consulting Cisco Confidential 25 BTAG - Egea

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New Loan

Existing Loan

Credit Card

My Advisor

30s

1min 30s

1min

Call Me

Call Me

Call Me

Browse Now

ACME Bank

Strategic

ROI

What If?

No number required

No IVR

No waiting in queue

No need for multiple authentications

You choose your service

Video

Video

Video

Video

You get a Call Back from a Bank rep…

…who Already Knows everything about you:

• Who you are

• Where you are

• Why you are calling

• Your buying history

Real Client Example

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Strategic

ROI

Real Client Example:

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Amex Net Promoter Results (Refer to Friend):

70 – Phone

76 – Click to Chat

93 – iPad Video

Chat


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INNOVATION








Best Practices




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Global “Next” Practices:

1. Enable New Business Models

2. Create Unparalleled Customer Experiences


A Self-Funding Roadmap to Business Outcomes

Business Benefits

Realized:

Sustained

Success

Business Benefits

Realized:

$16M per Year

Business Benefits

Realized:

$100M+ per Year


6-12 Months Tomorrow Morning 12-18 Months Within 6 Months Within 12 Months

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INNOVATION




Major Areas of Opportunity:

1. Leverage Resources

Across the Company

2. Optimize Business

Processes



1. Enable New Business

Models

2. Create Unparalleled

Customer Experiences



1. Optimize Infrastructure &

Operations (I&O)

2. Consolidate Contact

Center Operations

3. Improve Essential

Business Processes

Ideal State Current State

Call To Action

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Have you

unlocked All the

Cost Saving

opportunities

in your

Business?

How can

technology

play a

Major Role in

Revenue

Generation?

Are you

leveraging

technology to

truly

Transform

your

Business?

What Are Your Waiting For?

Technology

Cisco: Creating a Self-Funding Roadmap to Improve Business Results - Fernando Egea (2015