Customer Success Book - Infographic

23
Customer Success with Genesys

Transcript of Customer Success Book - Infographic

Page 1: Customer Success Book - Infographic

Customer Success with Genesys

Page 2: Customer Success Book - Infographic

1Customer Success with Genesys

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Banco de Chile

The second-largest bank in Chile serves half a million customers

with 300 branches and five contact centers

SolutionsGenesys Contact Center, Genesys Voice Platform, Genesys Workforce Management

Challenges ‣ Prioritizing calls & differentiating service for customer segments

‣ Providing agents with customer history

‣ Scheduling agents to meet call volumes

Results ‣ Increased customer satisfaction

‣ Reduced staff turnover to almost zero

‣ Generated annual revenues from the contact center of US $17million

Industry: Banking

Since introducing Genesys, we’ve

been able to shorten the time it takes

to answer calls by 50%, and increase

the first-call resolution rate from 60%

to 90%. Ivonne MülleR Head oF ConTaCT CenTeR BanCo de CHIle

COMPANIESDELIVER A

P

OSITIVE CUSTOMEREXPERIENCEO

NLY in1 3

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2Customer Success with Genesys

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Bank Hapoalim

The largest bank in Israel handles 100,000 daily tasks associated

with customer transactions from its 260 branches

SolutionGenesys Workforce Management

Challenges ‣ Streamlining branch and operations center activities

‣ Managing employee assignments dynamically, to align with priorities

‣ Improving efficiencies and reducing costs of customer transactions

Results ‣ Improved in employee productivity by 50%

‣ Reduced time to complete key tasks by 40%

‣ Eliminated processing errors and delays

Industry: Banking

Because Genesys enables us to

eliminate errors and delays by

automatically assigning tasks to

exactly the right person based on their

expertise, the consistency, accuracy,

and quality of our work has been

greatly improved, and has created a lot

of savings in terms of man-hours. GIdeon MakleFF exeCuTIve vICe PReSIdenT oF BaCk oFFICe oPeRaTIonS Bank HaPoalIM

59%of consumers

WILL TRY ANEW BRAND

FOR A BE ERSERVICE

EXPERIENCE

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3Customer Success with Genesys

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ESRI

The world’s premier provider of GIS mapping software solutions

provides cross-channel conversations to 350,000 customers

SolutionsGenesys CIM Platform, Genesys Digital Customer Service, Genesys Voice Platform, Genesys Performance Management

Challenges ‣ Supporting a complex product offering with a wide range of agent skills

‣ Increasing visibility into service levels and efficiency

‣ Replacing manual routing processes that delayed resolution times

Results ‣ Increased Net Promoter Score by 25%

‣ Increased first call resolution by nearly 70%

‣ Increased customer satisfaction to 93%

Industry: Technology

One of our competitive brand

differentiators is that we have the

ability to deliver consistently superior

experiences for customers. MICHael kIM dIReCToR oF SuPPoRT SeRvICeS eSRI

% of81 CUST MERS

EXPERIENCE

say they will

$PAY MORE$ FOR A BETTER

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4Customer Success with Genesys

Read Full Case Study

Front Line

a leading provider of outsourced services in the Russian Federation

handles 7,000 incoming and 20,000 outgoing calls daily

SolutionsGenesys Contact Center, Genesys Outbound, Genesys Interaction Workspace, Genesys SIP

Challenges ‣ Creating a reliable, scalable voice contact center

‣ Supporting rapid business growth in governmental and commercial sectors

‣ Meeting clients’ varying Service Level Agreements (SLAs)

Results ‣ Reduces costs and provides 100% uptime with open standards-based SIP

‣ Scales with business growth – has already grown from 50 to 150 seats

‣ Meets all customer SLAs

Industry: outsourcing

Thanks to the Genesys suite, we can

offer all of our customers the high

levels of service they expect, and the

solutions have delivered a rapid return

on investment. TaTIana IRGe dIReCToR GeneRal FRonT lIne

COMPAN ESlast year

83$

BILLIONLOSTDue to POOR

CUSTOMERSERVICE

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5Customer Success with Genesys

Read Full Case Study

Groupama

The Rhone alpes auvergne region of this leading French insurance

company offers the ultimate experience to nearly 600,000 customers

SolutionsGenesys SIP, Genesys Contact Center, Genesys Workforce Management

Challenges ‣ Delivering real customer satisfaction through innovation

‣ Introducing new communication channels that work for the customer

‣ Creating cost savings and increased sales revenues with efficiency and effectiveness

Results ‣ Saved €3 million (USD$ 3.9 million) per year by increasing agent efficiency

‣ Increased revenue by 30% with improved quality of service

‣ Delivered mobile service with award-winning iPhone app – Groupama toujours là

Industry: Insurance

Genesys provides us with flexible

building blocks that we can easily put

together in new and innovative ways

to create features that allow us to be

more competitive. PHIlIPe vaySSaC CuSToMeR ManaGeR PRojeCT owneR GRouPaMa

ON

LY3% ofcompanies

Feel they do a GOOD JOBMANAGING CUSTOMER SERVICE

across channels

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6Customer Success with Genesys

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The Insurance Company of British Columbia (ICBC)

The provider of universal auto insurance in the Canadian province of

British Columbia serves the needs of over 3.2 million drivers

SolutionsGenesys SIP, Genesys Contact Center, Genesys Interactive Insights

Challenges ‣ Implementing a customer-centric strategy to prepare for future growth

‣ Replacing aging, customized, and inflexible contact center infrastructure

‣ Increasing visibility into contact center metrics

Results ‣ Created a strong foundation for new channels, self-service, and customer engagement

‣ Gained real-time and historical visibility into customer experience and contact center

‣ Increased customer satisfaction with faster issue resolution

Industry: Insurance

The business as a whole benefits

from the ability to better understand

customers and their diverse needs,

and by empowering our workforce to

proactively support customers with the

best experience possible. jInGeR juTla SenIoR ManaGeR FoR enTeRPRISe SoluTIonS aT ICBC

ever

y da

y30%of CUST MERS

have a BAD EXPERIENCE

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7Customer Success with Genesys

The Istanbul Water and Sewerage Administration (iSKi)

The supplier of reliable water and sewer services to four million

households provides customer-oriented cross-channel service

SolutionsGenesys Contact Center, Genesys Outbound & Predictive Dialing, Genesys Voice Platform, Genesys Email, Chat, & Co-browse

Challenges ‣ Improving customer service

‣ Handling customer interactions more efficiently and effectively

‣ Integrating new communication channels

Results ‣ Reduced lost calls from 30% to 5%

‣ Enabled effective service delivery through customers’ preferred channels

‣ Increased customer and staff satisfaction ratings

Industry: utilities

With the Genesys solution, customers

can now contact us using the

communication channel they prefer, and

we can manage all those interactions

to the same standard through a single

infrastructure that is flexible enough to

incorporate new communication channels

as they emerge. ZekaI HayRIoğGlu develoPMenT CooRdInaToR iSki

of CUSTOMERS use more than%

when seeking 77 CUSTOMER SERVICE

CHA

NN

EL

1

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8Customer Success with Genesys

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JetStar Airline

The largest low cost carrier in the asia Pacific by revenue, carries

more than 20 million passengers annually

SolutionsGenesys Contact Center, Genesys SIP, Genesys Outbound & Predictive Dialing, Genesys Workforce Management, Genesys Voice Platform

Challenges ‣ Introducing new services, channels, and resources quickly and easily

‣ Optimizing service delivery through rapid deployments of contact centers and resources

‣ Ensuring consistency across multiple contact centers and multiple languages

Results ‣ Delivers cost-effective virtual customer services

‣ Handles all contact centers, services and languages with one system

‣ Saved implementation costs with rapid roll-outs, including a new 200-agent contact center in weeks

Industry: Travel

Airlines need suppliers to offer the best

possible value so they can pass this

on to customers. Services need to be

inexpensive, but also excellent. Genesys

helps ENGAGE deliver the software

platform that in turn allows Jetstar’s

contact centers do precisely that. aaRon PanoZZa Ceo oF enGaGe, PRovIdeRS oF jeTSTaR’S ConTaCT CenTeR on deMand SoFTwaRe SeRvICeS

The NUMBER OF cloudbased CONTACT CENTERS2015

will double by

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9Customer Success with Genesys

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Korea Expressway Corporation

South korean public sector body constructs and manages over 4,000

kilometers of high-speed toll roads

SolutionsGenesys Contact Center, Genesys Outbound & Predictive Dialing, Genesys intelligent Workload Distribution

Challenges ‣ Reducing caller and agent frustration

‣ Improving system and routing reliability

‣ Providing managers with visibility into agent productivity and performance

Results ‣ Increased agent productivity by 20%

‣ Increased the number of calls answered to 97%

‣ Improved service level management with real-time and historical insights

Industry: Government

We were particularly impressed by the

range and accuracy of the real-time

and historical reporting that comes

standard with Genesys, the simplicity

with which new reports can be created

and additional data reported on, and

the ability to integrate Genesys easily

with other systems. MR.jI-SunG aHn IT ManaGeR koRea exPReSSway CoRPoRaTIon

69% ofCOMPANIES

don’t monitor CUSTOMER SERVICEINTERACTIONS

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10Customer Success with Genesys

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New Zealand Ministry of Justice

The Collections unit responsible for the country-wide fine collection

and enforcement improves efficiency and collection results

SolutionGenesys Workload Management

Challenges ‣ Resolving a growing backlog of uncollected fines

‣ Addressing inefficient work practices

‣ Replacing manual monitoring and reporting that impeded decision-making

Results ‣ Reduced backlog of fines and increased fine collection capacity

‣ Improved staff efficiency; accomplished more without adding resources

‣ Enabled effective workload management and monitoring across the organization

Industry: Government

With iWD we have been able to

automate many tasks that in the

past were done manually. We can

now dynamically deploy resources

where they are needed and equip

staff to work far more effectively.

This means we can get a lot more

accomplished. BRyRe PaTCHell GeneRal ManaGeR new Zealand MInISTRy oF juSTICe ColleCTIonS unIT

Del nquentDEBT RECOVERY rates

AVERAGE ABOUT 20%

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11Customer Success with Genesys

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News Limited

leading australian media company handles 2 million calls and

300,000 email and fax contacts annually

SolutionsGenesys Contact Center, Genesys Adapters, Genesys Business Consulting

Challenges ‣ Retiring end-of-life technology to reduce risk and cut costs

‣ Handling all customer interactions through a single system

‣ Implementing a new customer segmentation strategy

Results ‣ Realized cost savings by retiring old technology

‣ Saved 2,780 working hours annually by reducing call handling times

‣ Shifted low-value customers to low-cost channels; maintained high-touch for key customers

Industry: Media

We’re now able to push e-mails to

agents automatically, in the same way

voice calls are delivered. As a result,

the dedicated employees at each site

who were manually allocating e-mails

to agents are now being redeployed to

perform more productive work. jonaTHan nG TeCHnoloGy ManaGeR FoR SaleS SoluTIonS In THe CRM and ConTaCT CenTeRS newS lIMITed

of UNHAPPY CUSTOMERSwill not willingly DO BUSINESS with your

ORGANIZATION again91%

Page 13: Customer Success Book - Infographic

12Customer Success with Genesys

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SAMU 44

French emergency medical service provider serves a population base

of 1.2 million, handling 470,000 annual calls

SolutionGenesys Contact Center

Challenges ‣ Intelligently analyzing and optimizing contact center performance

‣ Increasing agent productivity and ability to handle growing call volumes

‣ Integrating new technologies and new channels

Results ‣ Handled increase in annual calls without increasing agents

‣ Improved customer satisfaction to 96%

‣ Added video and GPRS services

Industry: Healthcare

All kinds of routing scenarios are

possible. We can create new scenarios

in line with our actual needs and

circumstances. Flexibility is one of the

key benefits of the Genesys solution. dR. FRédéRIC BeRTHIeR oPeRaTIonal dIReCToR oF MedICal PRoCeSS SaMu 44

7.4BILLION

in use bythat’s more than the

2014CELL PHONES

W RLD’SPOPULATION

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13Customer Success with Genesys

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Slovak Telecom

The largest telecommunications company in Slovakia optimizes work-

load management for a competitive advantage

SolutionGenesys Workload Management

Challenges ‣ Increasing utilization of agents and full-time employees

‣ Ensuring automatic workload prioritization and distribution

‣ Measuring task processing handling times as a base for agents’ variable pay

Results ‣ Reduced customer service complaints by 26%

‣ Automated SLA adherence by prioritizing tasks based on business value

‣ Optimized use of all agents and freed managers from manual tasks

Industry: Telecommunications

Thanks to Genesys, we can now

leverage the saved capacity to enjoy

greater flexibility and efficiency in the

planning and management of additional

sales activities, such as following-up on

leads. Supervisors’ capacity, previously

used for operational management, is now

used for people management. We’ve

been delighted with the business results. MaRGITa HeCkova CRM develoPMenT ManaGeR Slovak TelekoM

31% of ORGANIZATIONS closely monitor

TARGET CUST MERSthe quality of INTERACTIONS withon

ly

Page 15: Customer Success Book - Infographic

14Customer Success with Genesys

Read Full Case Study

State of Michigan

The department of Human Services administers federal funds for public

services through a network of approximately 100 statewide offices

SolutionsGenesys Contact Center, Genesys Voice Platform

Challenges ‣ Reducing the routine inquiries handled by caseworkers

‣ Coping with a deluge of new applications for food assistance

‣ Delivering assistance payments according to governor’s mandate

Results ‣ Freed up thousands of worker hours per month, giving agents time for complex cases

‣ Enabled clients to determine application status without a caseworker

‣ Created a consolidated IVR platform that scales across all assistance programs

Industry: Government

With the Genesys solutions in place,

caseworkers now spend considerably

less time on each case application, and

can focus more on getting assistance

payments out on time. TeSS layMan dIReCToR oF leveRaGed SeRvICeS FoR THe dePaRTMenT oF HuMan SeRvICeS STaTe oF MICHIGan

the # of

preferring automatedhas doubled to in the last

5 years%CONSUMERS 55SELF-SERVICE

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15Customer Success with Genesys

University of Pittsburgh Medical Center (UPMC) Health Plan

The second largest insurer in western Pennsylvania serves 115,000

Medicare patients with 56 dedicated agents

SolutionsGenesys Contact Center, Genesys Inbound, Genesys Outbound, Genesys Voice Platform, Genesys Web Customer Service, Genesys Performance Management, Genesys Voice of the Customer

Challenges ‣ Creating differentiation in a competitive marketplace

‣ Providing service excellence to stakeholders and customers

‣ Enabling constant service improvement

Results ‣ Created routing strategies to connect members to their personal concierge

‣ Streamlined proactive calls for differentiated service and better healthcare outcomes

‣ Gained real-time contact center insight for day-to-day agility

Industry: Healthcare

We’re committed offering the best

customer experience in the industry,

and Genesys is a key enabler in

helping ensure that success every step

of the way. MaRy BeTH jenkInS, Coo uPMC HealTH Plan

26%ONLY

OF COMPANIES

have a well developed strategy

for improving the CUSTOMER EXPERIENCE

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16Customer Success with Genesys

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Vattenfall

The customer service operations for the subsidiaries, primarily in

Sweden and Finland, of one of europe’s leading energy companies

SolutionsGenesys Contact Center, Genesys Outbound & Predictive Dialing, Genesys Email, Genesys Workforce Management

Challenges ‣ Reducing customer frustration from long wait times and 50% answer rate

‣ Reducing the extensive backlog in emails and admin tasks

‣ Stopping the loss of customers and business opportunities caused by poor service

Results ‣ Cut call waiting times from six minutes to 15 seconds

‣ Eliminated all backlogs and achieved ROI in under a year

‣ Increased first contact resolution rates by 50%

Industry: utilities

Genesys gives us full control

over all channels and tasks from one

location. The system has helped us to

be much more customer-centric and

provide much better service. laRS eRIkSSon Head oF PRoCeSS and deMand TeaM

50< OF CUSTOMERS REPORT

to another

%being “SATIFISFIED” with transitioning from

1 channel

Page 18: Customer Success Book - Infographic

17Customer Success with Genesys

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Videocon d2h

Indian provider of direct-to-home broadcast satellite services handles

2.2 million daily interactions with four contact centers

SolutionsGenesys Virtual Customer Service, Genesys Contact Center, Genesys Voice Platform

Challenges ‣ Growing the customer base by four million subscribers year over year

‣ Equipping contact centers to ensure stable, high availability, and scalability

‣ Implementing an IVR to maximize the customer experience through self-service

Results ‣ Created a reliable open, standards-base SIP contact center that easily scales

‣ Reduced costs and enhanced performance

‣ Integrated the contact center with CRM to personalize proactive engagements

Industry: Telecommunications

The fundamental enablers for

managing the customer experience,

ensuring 24/7 customer service, and

growing our customer base are high

availability and scalability. The Genesys

solution provides all this, along with

high efficiency, flexibility, and post-sales

support to help us meet our objective

of total customer satisfaction. vInay TyaGI Head oF Call CenTeR TeCHnoloGy vIdeoCon d2H

in

CUSTOMERStheir

SH REBAD EXPERIENCE14

VIA

SOCIAL NETWORK

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18Customer Success with Genesys

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Vodacom

The largest mobile communications provider in South africa handles

over 16 million customer interactions per month

SolutionsGenesys Contact Center, Genesys eServices, Genesys Social Engagement

Challenges ‣ Integrating social media with existing contact center processes

‣ Gaining insights into interactions and queries from social media channels

‣ Supporting ongoing collaboration between marketing and customer support

Results ‣ Improved efficiency in responding to social media queries

‣ Used blended agents for social media interactions

‣ Implemented scalable social media presence

Industry: Telecommunications

No matter how our customers choose

to interact with us, we want to provide

the best possible service. Genesys

Social Engagement and Genesys

eServices are helping us do that. eBen dReyeR SoluTIon develoPMenT ManaGeR vodaCoM

of CUSTOMER COMPLAINTSon SOCIAL MEDIA are IGNORED56%

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19Customer Success with Genesys

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Vodafone D2 GmbH

German integrated communications group, part of one of the world’s

largest mobile companies, has 38 million customers and 2.7 million

calls per month

SolutionGenesys Virtual Customer Service

Challenges ‣ Providing faster service delivery

‣ Ensuring multi-dimensional skills-based routing

‣ Reducing customer frustration

Results ‣ Reduced average speed-of-answer by thirty seconds

‣ Personalized service with customer identification

‣ Improved OPEX with cost-based routing

Industry: Communications

Thanks to Genesys, we’ve reduced our

‘average speed of answer’ by thirty

seconds. In our business this is a big

deal — a classic win-win, both for the

corporation and our customers. THoMaS Henkel dePaRTMenT Head FoR ConTaCT CenTeR oPeRaTIonS vodaFone d2 GmbH

CUSTOMERS $SPEND$

70% moreWHEN USING CHANNELS3

Page 21: Customer Success Book - Infographic

20Customer Success with Genesys

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Welsh Water

Provides almost 200 million gallons of drinking water each day to 1.2

million households and 100,000 businesses in the uk

SolutionGenesys Virtual Customer Service

Challenges ‣ Replacing an aging contact center that was hindering service

‣ Improving service quality and adding new channels

‣ Increasing efficiency and reducing support costs

Results ‣ Improved call resolution rates and customer service

‣ Reduced inbound calls with proactive customer contact

‣ Enabled service through the most convenient contact channel

Industry: utiltiies

Genesys has allowed us to build a

highly responsive and fully compliant

customer service environment, which

is delivering excellent quality of service

to our customers. CHRIS joneS FInanCe dIReCToR welSH waTeR

CHANNELSCUSTOMER SERVICE

ENGAGEMENT30account for more than

of%non-phone

Page 22: Customer Success Book - Infographic

21Customer Success with Genesys

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Zon

Portugal’s leading provider of Triple Play packages serves over 1.6

million subscribers with 2,000 agents in eight contact centers

SolutionGenesys Virtual Customer Service

Challenges ‣ Implementing a scalable virtual contact center that integrated with existing CRM

‣ Routing calls to any location, improving efficiency, reducing call handling times

‣ Gaining real-time insights into key performance indicators (KPIs)

Results ‣ Increased efficiency, handling 10% more calls with the same agent pool

‣ Reduced call handling and issue resolution times with details from CRM

‣ Improved management insight, control, and ability to adapt to business needs

Industry: Communications

We chose the vendor with the best

existing customer references and

greatest experience in virtual contact

center solutions and that was

Genesys. FeRnando FonSeCa dIReCToR oF CuSToMeR CaRe Zon

% of CONTACT CENTERS receive their REAL-TIMEmetrics in REAL TIME

ON

LY8

Page 23: Customer Success Book - Infographic

© 2013 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. All other company names and logos may be trademarks or registered trademarks of their respective holders.

www.genesyslab.com

About GenesysGenesys is a leading provider of customer engagement and contact center solutions. With more than 3,000 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office, helping companies deliver fast and optimal levels of customer service with a highly personalized cross-channel customer experience. Genesys also prioritizes the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimizing the performance and satisfaction of customer-facing employees across the enterprise.