SAPience.be User Day 13 - Keneos - Accelerating Complaint Management @ SNCB-NMBS

SAPience.be User Day ’13

March 21, 2013

Your logo

Accelerating Complaint Management

@ SNCB/NMBS

Jacques Papeloer

Service Team Lead SNCB/NMBS

1

Thierry Deraeck

Sales Manager – Projects & Solutions

(Keneos)

SAPience.be User Day ‘13

Your logo Agenda

SNCB / NMBS

The SNCB/NMBS CRM Strategy

The Complaint Management process

Demo

Lessons learned

SAPience.be User Day ‘13 2

Your logo Agenda

SNCB / NMBS



Demo

Lessons learned


Your logo The SNCB-NMBS Group

On January 1, 2005, the SNCB Group has modified its structure to comply with

the European regulations about the liberalisation of railway transport.


Primary mission consists of providing services to the two subsidiaries

Manages the assets and real estate of the current SNCB

In charge of coordination activities with the objective of ensuring

consistency of decisions.

Responsible for operating and commercialising national and international

passenger and freight traffic by train.

Also in charge of maintenance and rolling stock management

Employs around 20.000 people with a turnover of 2.2+ billion €

Responsible for the management, maintenance, renewal and development

of the Belgian railway network.

Also in charge of allocation of train paths to belgian and foreign operators.

Employs around 12.500 people with a turnover around 1 billion €

Your logo


HCM HCM

IT Strategy

Architecture

IT Strategy

Architecture Projects &

Consulting

Projects &

Consulting

Software

Products

Software

Products

Supply Chain Supply Chain Financials Financials

CRM CRM Service

Management

Service

Management Sustainability Sustainability

Cloud – Mobile - Analytics

Database & Technology

Consulting, Software & Innovation

100+ customers

250+ consultants

6 countries

30m € group revenue

Organization

Organization

• B-Mobility – National travels

• Complaints department

• After Sales

• 15 agents

• Customer reactions

• 30 Agents

• Call Center department

• 35 Agents

• B-Europe – International travels

• Complaints department

• 15 Agents

• Direct reimbursement

• 3 Agents

3 incoming channels

• 55.550 paper Complaints/year

• 50.000 Normal Complaints

• 5.000 Mediator

• 250 Mediator Escalation

• 300 “VIP”

• 100.000 Mails/year

• 59.000 Infos & Complaints

• 23.000 Groups travel

• 18.000 Ticket online

• 520.000 Calls/year

• 415.000 Infos

• 30.000 Groups travel

• 40.000 People with Reduce mobility

• 35.000 Ticket Online


3.000.000 Customers !!!

Agenda

SNCB / NMBS



Demo

Lessons learned


The CRM Strategy

SAP CRM Strategy

• CRM Roadmap started at the SNCB/NMBS.

• The CRM solution has to fulfill the following requirements :

• Multi channel solution

• Provide a 360° view of the customer

• The roadmap was split by processes

• Master Data

• Customer Management

• Product Management

• Transactions

• Marketing

• Sales

• Service


Agenda

SNCB / NMBS



Demo

Lessons learned


The Complaint Management

Service SAP CRM Complaint Management Scope

• When there is a need for a follow-up regarding a contact the

complaints process starts.

• Start from the complaint registration and classifications until the

potential payment

• SAP CRM Interaction Record

• SAP CRM Service Request

• SAP CRM Complaint

• SAP ERP Credit note request

• Non SAP Refunds (Gift, ePortefeuille, …)


The Complaint Management

SAP CRM Customer Interaction center

• The call center is integrated with telephony via the Altitude Software

• No Complaints can be introduced by phone

• Email are handled in the SAP Inbox via the SAPConnect and Outlook relay

• Direct Mail or Webforms with automated confirmation personalized by department

• Different functional Mailboxes based on Webform type or receiving mail address

• Attachment can be attached to the Webform

• Paper complaints are not yet scanned and are handled manually

• The customer data are registered

• “Anonymous” calls are possible

• B2C Customer are not synchronized with SAP ERP

• B2C credit note are done in SAP ERP with a one time customer


The Complaint steps


Dossier creation Dossier creation

Dispatching Dossier Dispatching Dossier

Dossier Management

• Create as many complaints as subjects in the dossier

Dossier Management

• Create as many complaints as subjects in the dossier

Complaints approval Complaints approval

Answer to the customer Answer to the customer

The Complaint Flow


Incoming Channel

•Mail

•Webform

• Letter

• Template

Incoming Channel

•Mail

•Webform

• Letter

• Template

Search and confirm Customer

Search and confirm Customer

Create a “Dossier”

• Service Request

• Priority

• SLA

• Attachments

Create a “Dossier”

• Service Request

• Priority

• SLA

• Attachments

Create Subjects

• Complaint

• Classification

• Standard Answer

• Travel detail

• Price

Create Subjects

• Complaint

• Classification

• Standard Answer

• Travel detail

• Price

ERMS Customer / External /

Internal

request for information

ERMS Customer / External /

Internal

request for information

Answer preparation

Approval request

Answer preparation

Approval request

ERP Credit memo request with automatic payment

for

One Time Customer

ERP Credit memo request with automatic payment

for

One Time Customer

Closing

Delay Calculation

Closing

Delay Calculation

Escalation process

New cycle for the same dossier

Escalation process

New cycle for the same dossier

The complaint Priority


The priority is linked to SLA and the « close before date » is

then automatically calculated

… … … … … …

The Complaint Status


Dossier and subject status are tightly linked and mostly automated

Dossier Ready to be closed


Subject Approved w/o Credit

Note

Subject Approved w/o Credit

Note

Subject Closed

Subject Closed



All Subjects Info Cust Cancelled

Closed

All Subjects Info Cust Cancelled

Closed

Dossier Closed

Dossier Closed

Dossier New

Dossier New

Employee Resp.

Employee Resp.

Dossier Assigned Dossier Assigned

Dossier Assigned Dossier Assigned

Subject In Process Subject In Process

Dossier In Process Dossier In Process

The Complaint Delay


Delay Calculation is status dependent

Multi Cycles

The Complaint Classification

Multi Level Categorization

• Based on complaint content

• Based on Webform type

• Based on IVR Choice

Answer Suggestion

• eMail Template and

Classification are linked

together in order to suggest

predefined answers


Agenda

SNCB / NMBS



Demo

Lessons learned


The Complaint Demo


CTI

• Create customer

ERMS

• Webform with attachment

Complaint Management

• Create a dossier

• Tracking id

• Create a subject

• Classification

• Approval

• Answer to Customer

Agenda

SNCB / NMBS



Demo

Lessons learned


Lessons learned

From Custom made to

Package

• Difficulties to understand and

accept that “it is not possible”

• B-Mobility and B-Europe

process & application merge

Performance

• Virus Scan

• Code review

Altitude not certified

• SoftPhone integration

• Error solving and tracing

• Performance

Change Management

• Think Big Start Small

• CRM Roadmap

• Complaints as quick win

• Three phases are done for

complaints

• Complaints management

• CTI integration

• ERMS integration

• Process review foreseen


Questions

SNCB / NMBS



Demo

Lessons learned


Thank you!

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