Graham Brierton

Chief Technology OfficerMarch 4th, eComm '09

Radical CEBP

100% hosted web-based application

No upfront costs, no integration fees

Only charge for proven, delivered value

1000% growth from 2007 - 2008

Lags and Drags:

Are major operational headaches

Are major costs

Are significant profit eaters

Can be fixed with solid CEBP

Blended Mode Communication:

Voice

SMS

Email

Instant Messaging

1. Build the Interaction

Using VoiceSage

2. Setup the Call

Using VoiceSage

3. Analyse the Results

Using VoiceSage

3. Analyse the Results – Instant Reporting

Using VoiceSage

3. Analyse the Results – External Reporting

Using VoiceSage

3. Analyse the Results – Deep Query Reporting

Using VoiceSage

Measuring the Effect:

Metrics, metrics, metrics

Measurable business processes

Focus on lags and drags

How to CEBP Like a Rock Star:

Identify a key business process

Improve a bottom line metric within it

Tie the metrics to individuals

Measure the actual total benefit

Turn your clients into raving groupies

(One for everyone!)

Case Study: Company 1

Interact: “Where's my stuff?” updates

Metric: Decrease calls to call centre

Metric: Increase centre productivity

Case Study: Company 1, Process 2

Interact: Payment reminder call

Interact: Automated payment collection

Metric: Sales days outstanding

Elephant One:

Payment and repurchase routine related

An unnoticed lag and drag

True cost includes next purchase delay

Case Study: Company 2, Process 2

Interact: Payment reminder call

Interact: Automated payment collection

Metric: Sales days outstanding

Elephant Two:

Internal measures of contact efficiency

Industry/segment comparisons

VoiceSage Verify: new customer filter

The Future:

Growth of data as the market

Cost-recovery funding models

More dead elephants

More raving groupies

Thank you!

Download this presentation:http://www.voicesage.com/ecomm09