20 Minutes on Desktop Analytics: Top Uses in the Back Office

Desktop AnalyticsBack Office

Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™

It’s not about the Headcount

It’s about the customer

Friction-less processes are what customers want & will pay forFirst Time Yield (across a workflow not just a step or an interaction) is KEYAnd so is the volume and velocity of work items one can produceBecause somewhere there is a customer waiting & depending on itWelcome to the opportunity in the Back Office


Many customer processes span front and back office

The back office typically doesn’t enjoy the front office level of insight into force, load and skill

However….If you can capture it, WFM can track it, schedule it and monitor both adherence and overall performance around it Making the desktop the surrogate ACD for overall process and service management

The Opportunity


Back Office metrics that matter

Items worked per day

Risk management – flags for review and audit

First time yield

Order to cash – steps, resources and time

Issue to resolution – steps, resources and time

Bottleneck isolation


When Back becomes (like the) Front…

Processes get examined for utility & cost

And get defined SLAs and centralized reporting

Resource planning models are flexed across departments (including front and back office) to maximize efficiency (speed) and effectiveness (quality)Front end orders and requests get followed up for maximum order to cash and minimum missed commits


Customer & Employee Effort RecedesNumber of end-to-end customer requests completed in X days

Average end-to-end processing time reduced by X%

Customer Satisfaction score improved by X%

Reduction in repeat calls of X%

Total number of calls reduced by X%

Outstanding work volume (backlog) down by X%


The workstation is a gold mine….

Workflow Milestones

You can use the Discovery Studio to capture practically any business data or action for more surgical process improvement - even across users and departmentsTag specific work processes for task time measurement and bottleneck isolation

Capture specific customer intent, data changes and account actions for Big Data /marketing input


Data

KnowledgeInformation

Wisdom

Adding Value

Contextualized

CategorizedCalculatedCorrected

Condensed

Adding Value

ComparisonConsequenceConnections

Conversations

Adding Value

ComparisonConsequenceConnections

ConversationsAdding ValueAction-oriented

Measurable efficiency

Wiser decisions

Faster Filtering and/or Larger Sampling

Big Data to Big Impact


How Discovery works

Desktop Activities• Session start/end• System Information• Active Window (focus

change)• Web page loaded• Copy/cut• Print screen• Workstation lock/unlock• Workflow Milestones• Custom Data from Any

Screen

Data• Collected in a

Database• Shared Network Drive• Local Flat Files• Web Service Enabled• On- or Off-Premise

Reporting• Real time, Historical• 3rd Party WFM/PM System

StoreCapture Analyze


So you can know…

ProcessesPeople Technology

How employees actually work

Steps, sequence and points of

failure

System, application usage and

responsiveness


Isolate Where & Why processes ‘break’

Start Submit Claim

Review Small Claim

Check Fraud HistoryReview Credit

Claim > $500

Claim < = $500

Review Large Claim

Pay Claim Sub Process

Send Thank You Letter

Wait for Report & Estimate

APPROVE

End

REJECT

Send Rejection Letter

Simple Claims Process

Bottleneck: 48% of the Claims are in this step at >21 days. Drill down with Business Process and Data Monitors to find out Why?

Application Response: Employees wait for screens to refresh while navigating application.

Training: Employees are not following steps using best practices.


ID ‘weak’ points – Manual or Missing steps

Create Case Assign Case Customer Lookup

Active Contract

Expired Contract

Website

Phone

Troubleshoot Problem

New Contract Sub Process

YES End

NO

Contract Status?

Purchase Contract?

Dispatch Sub Process

UNRESOLVED

RESOLVED

RESOLVEDSimple Customer Service Inquiry

PCI Compliance: Credit card information is not masked for all users.

Manual Process: Employee searches 2 different customer databases for status and contract details.

Missing Process: CRM not updated consistently after technician completes work.


Customer Requests Reservation

Take Reservation Details

Send Credit Details to Agency

Provide Reservation Confirmation

Check Room Availability

Provisionally Book Room

Customer Rejects

Room Booked

Take Customer Details

Credit Accepted

Email Confirmation

Cancel Provisional Reservation

Notify Customer of Credit Problem

Deny Reservation

Yes

Yes

No

End Interaction

Review QuoteWith Customer

Calculate Room Price

Notify Customer of Inavailability

No

Is Room Available?

Customer Agrees to Terms?

Credit OK?

No

Yes

Hotel Reservation Process

Rework: Missing data field before release of work item or order to other departments.

Avoid Rework

Load & Know Examples


Business Use


User Activity

Lee Sue Rick Peggy Charles Helen Sharon Steve Richard0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

User Activity for 9/16/2013

Business Use Unapproved Business Use Personal Use Unapproved Personal Use

Unclassified Idle Time Group Average Business Use

Use

r A

ctiv

ity a

s %

of

Shif

t


Application Usage

Word

Excel

Outlook

Salesforce.com

Knowledge Base

Inventory Mgmt

Service Scheduling

Siebel CRM

Facebook.com

Amazon.com

Youtube.com

LinkedIn.com

0

20

40

Comparative Usage

Group Average Neil


Applications UsedUsage Activity by Application class

Approved Business Use

Unapproved Business Use

Approved Personal Use

Unapproved Personal Use

Unknown Application

Unapproved for Personal Use

Youtube.com

eBay.com

Solitaire


Cut/CopyGroup Total

Word

Excel

Outlook

Salesforce.com

Neil

Jim

JohnTony

Mike

0

50

100

Cut/Copy by User and Application

WordExcelOutlookSalesforce.com


System Restarts

16-Sep

17-Sep

18-Sep

19-Sep

20-Sep

0 50 100 150 200 250

Total Minutes lost to Reboot by Shift

Total Minutes Lost for Reboot

Word

Excel

Outlook

Salesforce.com

Siebel CRM

Facebook.com

Amazon.com

Youtube.com

eBay.com

Solitaire

LinkedIn.com

Flickr.com

0 5 10 15 20 25 30 35 40 45 50

Last App Used before Reboot

Total Reboots for Period


Time Lost for System Restarts

Neil

Tom

Mike

Keith

Jim

Tony

Hal

Jon

John

0 20 40 60 80 100 120 140 160

Time Lost for Reboot

16-Sep 17-Sep 18-Sep 19-Sep 20-Sep

Minutes Lost for Reboot


Website Response Time

8:00-9:59am

10:00-11:59am

12:00-1:59pm

2:00-3:39pm

4:00-5:59pm

0 5 10 15 20 25

Average Web-Site Response Times- 9/16/13

WebPortal.com MSNBC.com Bloomberg.com IntranetSite.com CNN.com LinkedIn.com Salesforce.com

Seconds to Load

Load, Tag & Know Examples


Journey, Rep and Account Level Insight


User Detail Report – Out of the Box Value


Available for Production?

The average user registered an Idle status (no keyboard or mouse activity for a minimum of 5 minutes) 4.4 times per day,

when Available. Re-allocation of this accumulated time from Available to Unavailable increases Shrinkage to 45%

“Leakage” represents a significant area of opportunity for better Operational Management

Billed vs Required Staff

Difference from Actual of 84 FTE x $29K per or $2.48m annualized.

BPO ‘Leakage’ Insight and Value


RESULTSSOLUTION

Bank mortgage origination

CHALLENGES

• Online mortgage applications taking over 4 days on decision to approve/not approve client

• Losing customers to other banks due to wait and worry

• Ran Desktop Analytics solution to determine automation opportunities

• Integrated and automated transfer of data from web-based application into back office decision support systems

• Automated logical routines and prepped for manual review of key application items

• Reduced manual back office steps by 97% (editor function vs author)

• Each application was clean for underwriting review within 57 seconds versus 12 minutes

• 100% error free information pass to underwriting

• Average turnaround time to customer dropped under 2 days


RESULTSSOLUTION

Fraud detection & prevention

CHALLENGES

• Manual review for potential fraudulent bank card use

• Ran Desktop Analytics solution• Isolate ‘true’

process and ‘best’ process

• Automated the determined ‘best routine’ across 12 machines for automatic detection and initiation of a phased limiting of card power

• $150K total solution cost

• $24M in annual fraud coverage reduction


RESULTSSOLUTION

Bank Account Opening – High Volume

CHALLENGES

• Manual, complex processes with numerous decision steps & a long training cycle

• Dozens of screens, hundreds of fields for each account type

• High error & reprocessing rate to do research and data correction

• A Smart Agent Desktop allowing for real-time process intelligence and automation as well as single sign on

• Specific automations to accelerate processes such as customer search, caller authentication, card and account maintenance, order checks and interaction/transaction wrap up

• Over 50% velocity (productivity) increase across the department

• Continuously capturing business process events and milestones for operational insight

• Initial indication of error and rework reduction over 20%


DMG – Key Back Office WFO components that DA helps

Real-time work allocation by employee, task and SLA

• Must take backlog into account

Workforce Management to schedule staff based on service and cost goals (x% complete in Y hours)

Performance Management for quality control at the task/activity level to ensure First Time Yield and/or facilitate training , process redesign or automation


DMG – 2013 DA Report Highlights

The benefits of DA are substantial, quantifiable and can save users time, money and customers:

As of the end of July 2013, DMG Consulting estimates there were

993 front and back-office customers using DA, an

increase of 103.9% since 2010.

The DA sector is expected to grow by 20%, 25%, 25%, 30% and 30% in each year

between 2013 and 2017, respectively.

These numbers may be conservative if DA

really catches on in the back office, which

employs three times more people than the contact center sector.


Thanks!

o In 20 minutes we covered 24 ways to use DA to get Back Office Done Better

oQuestions or Live Demo Requests owww.ciceroinc.com

http://www.ciceroinc.com/

20 Minutes on Desktop Analytics: Top Uses in the Back Office

Technology

Transcript of 20 Minutes on Desktop Analytics: Top Uses in the Back Office