Aligning Desktop Analytics to Drive Enterprise Performance
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Aligning Desktop Analytics to Drive Enterprise Performance January 14, 2014
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Join DMG Consulting President Donna Fluss as she reveals concrete practices and benefits of desktop analytics in customer service and back office environments to transform enterprise performance. This webinar will showcase how desktop analytics can advocate improving staff quality, efficiencies, and productivity to reduce operational costs. Joining Fluss will be OpenSpan EVP of Strategy Anna Convery, who will highlight the latest advancements in this technology and share several success narratives from companies that have deployed OpenSpan Activity Intelligence solutions to address specific business challenges
Transcript of Aligning Desktop Analytics to Drive Enterprise Performance
Aligning Desktop Analytics to Drive Enterprise Performance
January 14, 2014
Aligning Desktop Analytics to Drive Enterprise Performance
What to Expect Today
Introduction
The latest research in desktop analytics
Q & A
© 2006-2013 by OpenSpan, Inc. All rights reserved. 2
Meet the Speakers
© 2006-2013 by OpenSpan, Inc. All rights reserved. 3
Donna FlussFounder & President
DMG Consulting
Anna ConveryEVP, Strategy
OpenSpan
Customer-Focused Strategy, Operations & Technology
Desktop Analytics & Automation
January 14, 2014
Donna Fluss, President
© 2013 DMG Consulting LLC 5
Staff
Improveemployee
performance
Improveemployee
performance
Improvecompliance &
reduce risk
Improvecompliance &
reduce risk
Identifysystem
inefficiencies
Identifysystem
inefficiencies
Provideemployeeguidance
Provideemployeeguidance
Streamlinesservicingsystems
Streamlinesservicingsystems
STRUCTURED OUTPUT
System Performance Analytics
Employee Activity Tracking &
Process Analytics
ProcessAutomation
Employee Guidance
Workflow
DESKTOPANALYTICS
Automatemanual
tasks
Automatemanual
tasks
DesktopApplications
Desktop Analytics
© 2013 DMG Consulting LLC 6
Employee Activity Tracking
EMPLOYEE ACTIVITY TRACKING SCORE
Applications used by employees
Application usage by total time
Application usage by percentage
Screen usage by total time
Screen usage by percentage
Application usage by employee vs. department average
Time spent on the Internet
Actual usage patterns vs. expected process flow
% adherence to process flows
Application idle time
© 2013 DMG Consulting LLC 7
Employee Guidance/Next-Best Action
Verify Caller Confirm
Address
Identify Cell
NumberOffer X,Y, Z
Fraud Risk
High-value Customer Script
© 2013 DMG Consulting LLC 8
Process Automation: Common Uses
Propagating data across applications and systems
Cutting and pasting between applications and screens
Embedding logic checks based on business rules
Preventing employees from making errors
Launching other applications needed to complete a case or work item
Enabling the creation of composite screens
Pausing and resuming recording for PCI-adherence
© 2013 DMG Consulting LLC 9
Workflow
Automates processes that
span multiple applications
and business units
Automates the process of
measuring adherence to
departmental goals and
KPIs on a work-item basis
Evaluates how employees navigate through workflows
Keeps track of all steps in a
complex work process, and
where the employee is in
accomplishing all tasks
Triggers events and automates
creation of cases based on pre-
defined business rules
© 2013 DMG Consulting LLC 10
What DA FixesDisparate technology from merged enterprises
Non-integrated servicing applications
Complex and inflexible Siebel installations that are expensive to update
Access to multiple underlying servicing applications for agents
Access to information required to address customer inquiries
Redundant data entry – cut and paste
Lack of spell check in outdated CRM applications
Absence of CRM, servicing or sales applications
Dependence on IT to make system changes
Limited life of existing servicing applications
© 2013 DMG Consulting LLC 11
Takeaways
DA provides transparency into everything employees are doing at their desktop
DA is flexible, less expensive and quicker than trying to fix many underlying servicing applications
DA should be applied to front and back-office operating environments
DA enhances staff satisfaction and productivity at the same time as it reduces errors and improves quality
DA identifies process breakdowns and improves the customer journey
DA is a gift – it can dramatically improve service quality, staff productivity, the customer experience, and differentiate your service
© 2013 DMG Consulting LLC 12
Thank You!
6 Crestwood Drive, West Orange, NJ 07052
tel 973.325.2954 | cell 973.493.0120 | fax 973.325.2071 | [email protected]
© 2006-2013 by OpenSpan, Inc. All rights reserved. 13
• Find Inefficient Processes• Reduce Variability• Identify Training Issues
Business Insights
• Measure Workers to Gold Standard Behaviors
• Incent Workers Based on Goals and Outcomes
OperationalEfficiency
Worker Performance
Application Support
• Capture Application Usage• Prioritize Maintenance• Record Error Steps
© 2006-2013 by OpenSpan, Inc. All rights reserved. 14
CustomerSatisfaction
Risk and Compliance
• Track Internal & External Compliance• Measure Process Adherence• Fraud Detection and Prevention
BeforeAfter
• Understand repeat transaction drivers• Correlate customer
satisfaction to behavior• Customer Acquisition Retention
& Growth
RevenueGeneration
• Understand repeat transaction drivers• Correlate customer
satisfaction to behavior• Customer Acquisition Retention
& Growth
Business Insights
© 2006-2013 by OpenSpan, Inc. All rights reserved. 15
Q & A
If you would like more information, feel free to send us an email or give us a call.
US/Canada: +1 (678) 527-5400, (877) 733-1136UK: +44 (0) 207 043 3573India: +91 80 40300 780
www.openspan.com
Thank You for Participating!
© 2006-2013 by OpenSpan, Inc. All rights reserved. 16
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