Customer Service
Customer Service The Regenda Way Ian Ward – Head of ICT Regenda Group
Brief History 2002 Merseyside 4,000 properties
Macclesfield 900 properties
2003 Oldham 4,000 properties
2005
+ Direct Works - LBM Fylde 3,500 properties
Factoids – Regenda Group 12,550 properties in NW England Merseyside, Greater Manchester, Fylde coast & Macclesfield Single service centre and Head office based in Bolton
The need for change - 2005 4X
4X
4X
4X
4X
4X
The need for change - 2005
At least 40 different phones numbers for customer contact
The plan for change Select and implement a single Finance system.
Our System
Select and implement a single Housing system.
Our Future
Design the business model to shape the future of Regenda as a trading entity and employer.
Our Service
Design a consistent single service delivery model for all our customers, based upon customer needs and aspirations.
Straw poll
BT?
First Direct?
Our Service Our customers and our management team overwhelmingly chose the “First Direct” model! Target date 1st April 2007
Delivering the model
Premises
Processes
HR
Delivering the model
ICT Applications CRM – 11 Workflows, EDM, Cisco IPCC, +++
ICT Infrastructure LAN, WAN, New Server room, Cisco Call Manager, Citrix, Thin-client terminals, MFD strategy, +++
Delivering the model
Training
20 agents
Delivering the service
Delivering the service Our Message: Customer service is all about interacting with other people not a voice recording Don’t save money at the expense of customer service IVR is a step too far!
Any Questions?
Self Service Contact Centres 22nd November– Nigel Williams- Voyager Networks
Customers Expectations -
“Customers have grown to expect personalisation, customisation and the ability to serve themselves whenever and however it is most convenient for them”
Customers are in the driving seat • • • •
New generation of empowered customers – Web 2.0, social media Share experience and influence opinions quicker than ever before Access and information from anywhere Demand for a :• Consistent • High-quality service • Anytime Service – how or when they interact with the Contact Centre
•
Self – Service enables a multi channel approach
Self Service - Features • • • • •
Call routing and Scheduling Computer Telephony Integration (CTI) Integrated Voice Response (IVR) Voice recognition to identify and validate an incoming customer Text-to-speech
Examples• An automated voice service can enables a caller to retrieve a customer record, i.e. maintenance status or account balance etc. once the caller has been identified and verified. • Payment Gateway - The ability to automate caller details to take both credit and debit card payments.
Self Service - Benefits
• • •
The experience is faster for the customer Reduced costs through increased self service Higher customer perception of the level of service
Premium Choice
Voyager Networks
Voyager Networks -
Well established, formed 1993 Consultative approach Fully serviced partner ShoreTel Gold Partner Cisco Gold Partner since 1998
Milestones 1997 Voyager install 1st UK VoIP- Liverpool Housing 1999 Voyager install 1st fully converged network- Football Association 2005 Voyager install 1st UK Distributed Call Centre (IPCC Express)- CALMAC 2007 Voyager install 1st WAAS solution into NHS- AWP
Current specialisations Security Contact Centre & Unified Communications (ShoreTel & Cisco) Mobility - Wireless Infrastructure Network Infrastructure Managed Services
In Summary
Planning & considered implemented Take a customer centric approach to planning your strategy If implemented correctly - Self-service can achieve High levels of adoption from customers Improve efficiencies Reduced costs
Brief History 2002 Merseyside 4,000 properties
Macclesfield 900 properties
2003 Oldham 4,000 properties
2005
+ Direct Works - LBM Fylde 3,500 properties
Factoids – Regenda Group 12,550 properties in NW England Merseyside, Greater Manchester, Fylde coast & Macclesfield Single service centre and Head office based in Bolton
The need for change - 2005 4X
4X
4X
4X
4X
4X
The need for change - 2005
At least 40 different phones numbers for customer contact
The plan for change Select and implement a single Finance system.
Our System
Select and implement a single Housing system.
Our Future
Design the business model to shape the future of Regenda as a trading entity and employer.
Our Service
Design a consistent single service delivery model for all our customers, based upon customer needs and aspirations.
Straw poll
BT?
First Direct?
Our Service Our customers and our management team overwhelmingly chose the “First Direct” model! Target date 1st April 2007
Delivering the model
Premises
Processes
HR
Delivering the model
ICT Applications CRM – 11 Workflows, EDM, Cisco IPCC, +++
ICT Infrastructure LAN, WAN, New Server room, Cisco Call Manager, Citrix, Thin-client terminals, MFD strategy, +++
Delivering the model
Training
20 agents
Delivering the service
Delivering the service Our Message: Customer service is all about interacting with other people not a voice recording Don’t save money at the expense of customer service IVR is a step too far!
Any Questions?
Self Service Contact Centres 22nd November– Nigel Williams- Voyager Networks
Customers Expectations -
“Customers have grown to expect personalisation, customisation and the ability to serve themselves whenever and however it is most convenient for them”
Customers are in the driving seat • • • •
New generation of empowered customers – Web 2.0, social media Share experience and influence opinions quicker than ever before Access and information from anywhere Demand for a :• Consistent • High-quality service • Anytime Service – how or when they interact with the Contact Centre
•
Self – Service enables a multi channel approach
Self Service - Features • • • • •
Call routing and Scheduling Computer Telephony Integration (CTI) Integrated Voice Response (IVR) Voice recognition to identify and validate an incoming customer Text-to-speech
Examples• An automated voice service can enables a caller to retrieve a customer record, i.e. maintenance status or account balance etc. once the caller has been identified and verified. • Payment Gateway - The ability to automate caller details to take both credit and debit card payments.
Self Service - Benefits
• • •
The experience is faster for the customer Reduced costs through increased self service Higher customer perception of the level of service
Premium Choice
Voyager Networks
Voyager Networks -
Well established, formed 1993 Consultative approach Fully serviced partner ShoreTel Gold Partner Cisco Gold Partner since 1998
Milestones 1997 Voyager install 1st UK VoIP- Liverpool Housing 1999 Voyager install 1st fully converged network- Football Association 2005 Voyager install 1st UK Distributed Call Centre (IPCC Express)- CALMAC 2007 Voyager install 1st WAAS solution into NHS- AWP
Current specialisations Security Contact Centre & Unified Communications (ShoreTel & Cisco) Mobility - Wireless Infrastructure Network Infrastructure Managed Services
In Summary
Planning & considered implemented Take a customer centric approach to planning your strategy If implemented correctly - Self-service can achieve High levels of adoption from customers Improve efficiencies Reduced costs
