Difference between revisions of "Scenario - bxp for telcos"

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= Examples of clients using this solution =
 
= Examples of clients using this solution =
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| style="width:200px;"| [[File:logo_emobile.jpg|emobile]]
 
| style="width:200px;"| [[File:logo_emobile.jpg|emobile]]
 
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bxp is a flexible toolkit which can and has been applied in many different ways.  The primary capabilities are grouped into pillars. [[File:BxpPillars.png|x200px]]
+
bxp is a flexible toolkit which can and has been applied in many different ways by various different departments within telcos.   
  
  
−
[[File:Bxp_telcos.png|x200px]]
+
[[File:Bxp_telcos.png|x300px]]
  
 +
 +
Most of our projects have begun as tactical programs / issues for teams circa 10 to 20 staff which have grown to be business wide solutions.
  
  
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=== Role: Customer Retention Tool ===
 
=== Role: Customer Retention Tool ===
 +
 +
 +
A customer phones up and wants to cancel their subscription.  What is done to retain the customer?  A lot of solutions use the intelligence and experience of agents to make judgements.  From time to time this can lead to mistakes and abuse of systems.
 +
 +
 +
bxp is used to lookup the customer record.  Where integrated with the phone system is possible, the customer is looked up automatically based on IVR or CLID information.  The customers primary details can be assessed.
 +
 +
* Time remaining in contract
 +
* Current average spend
 +
* Services used
 +
 +
 +
From this matrices of appropriate offers can be applied automatically.  Customers can be grouped easily into categories such as Bronze, Silver, Gold, Platinum etc.  Retention packages are then appropriate to the grouping.
 +
 +
 +
So Customer 1 phones in, with 9 months left on their contract, bxp will allow the agent limited to no offers.  Customer 2 phones in, the system identifies this as a business account with many services and a strong history, so the offers are extensive which can be offer to the customer for their retention.
 +
 +
 +
At the same time bxp is reminding the agent that:
 +
 +
* IF they lose the customer they get no bonus at all
 +
* IF they save the customer but use the maximum offers available they get no bonus
 +
* IF they save the customer but use a lower offer they will get a bonus
 +
 +
 +
The amount of save bonus is translated into points.  Those points can be used by agents for various internal rewards.
 +
 +
 +
bxp is used to manage the matrix of offers, the points of the sales staff, tracks the offer successfully delivered and presents the interface which reinforces the retention message.
 +
 +
 +
Live dashboard reporting gives managers instant visibility of staff performance and more importantly customer retention incentive performance (what offers work and what don't).
 +
 +
 +
This solution has saved thousands of Euro in wasted / abused / misused offers.
 +
  
  
 
=== Role: Case Management for Customer Care ===
 
=== Role: Case Management for Customer Care ===
 +
 +
 +
Customer Care represents the hub of responsive customer contact.  Customers ring, email, social media or post in to name a few methods.
 +
 +
 +
bxp provides an omni-channel contact management tool including managing the Post Room.
 +
 +
 +
As a contact arrives at an agents desk, Computer Telephony Integration (CTI) allows screen pops and various configurable changes to be applied to the case management.
 +
 +
 +
As this is case management and not just record logging, timing and tracking information is instantly started to be recorded.
 +
 +
 +
As different forms / workflows can be created for other departments, bxp, like a central post office, can distribute cases to numerous other departments if required.
 +
 +
 +
Using these tools a customer phones up with a complaint about their bill:
 +
* The case is started in bxp
 +
* Using an outcome that case is transferred to the billing department
 +
* Seamlessly an email is generated and communicated to the customer to track their case and who they've interacted with
 +
* The billing department in a couple of days begin to process the query which requires investigation
 +
* The customer rings back in with an update to Customer Care.  A copy of the posted bill is attached to the case
 +
* bxp facilitates the update to billing via the Customer Care case
 +
* Billing finish the enquire and automatically the case update is returned to Customer Care to follow up with the customer
 +
* Customer care ring the customer and resolve the issue.
 +
 +
 +
As result of these capabilities:
 +
 +
* Customer Care can without extra work transfer cases to departments who can deal with queries properly
 +
* Billing have a processing queue which is audit-able with full case history.
 +
* Service Level Agreement reporting is available to track the Customer Care case
 +
* Service Level Agreement reporting is available to track the Billing case
 +
* Response times for all internal activity is available
 +
* All documentation and recordings are centrally allocated to an audit-able case
 +
 +
 +
Where first call resolution is a primary goal instant tracking of cases is instantly available. 
 +
 +
 +
[[File:Case management report.png]]
 +
 +
 +
One version of the truth makes Care management instantly easier and more effective whilst reducing after call work to 0!
 +
 +
 +
Find out more details on Case Management and its capabilities [[File:CC-4-4_-_Case_Management_and_Reporting_v1-1.pdf]]
 +
  
  
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=== Role: SalesForce.com replacement ===
 
=== Role: SalesForce.com replacement ===
 +
 +
 +
SalesForce.com is unarguably the largest sales lead management solution in the world.  However at < 20% of the cost for the same and more enhanced functionality bxp has been the reason for many businesses to change.
 +
 +
 +
If you know SalesForce you know what you want, now get it cheaper.  If you'd like to know more then have a read of [[Scenario_-_bxp_and_Lead_Generation_and_Pipeline_Management]]
 +
  
  
 
=== Role: BPO management solution ===
 
=== Role: BPO management solution ===
 +
 +
 +
bxp can be used as a real time metric gathering and management tool for managing your Business Process Outsource partners.  Reduce the cost and time to set up.  Don't get locked in BPO propriteary solutions or have to put up with not knowing specifics.
 +
 +
 +
The numerous benefits are covered and detailed in our other scenario [[Scenario_-_bxp_for_Process_Owners_and_BPO_management#bxp_for_the_Process_Owner bxp for Process Owners and BPO management]]
 +
  
  
 
=== Role: Customer Retention program management ===
 
=== Role: Customer Retention program management ===
 +
 +
 +
Identification and targeting of customer retention groups can be fragmented and challenging.  Monthly extractions of limited groups of data which need extensive customisation of offers targeted by group.  Where loading data into a dialler is not possible or more often, not practical then bxp provides the ideal solution.
 +
 +
 +
Extract a group of customers.  Load them into bxp in seconds.  Contact them.  Use real time metrics and see instant ROI. Make use of key staff anywhere, in any time zone to deliver the campaign you need at your cost without the need to wait for a complicated IT setup.
 +
 +
 +
One of our clients has a track record of over 1200 campaigns successfully delivered on our platform!
 +
 +
 +
Find out more from our scenario on setting up a campaign.  [[Scenario_-_bxp_for_Outbound_Campaign_management]]
 +
  
  
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−
=== Role: Satmetrix support tool ===
+
=== Role: Satmetrix NPS facilitating tool ===
 +
 
 +
 
 +
[http://www.satmetrix.com/ Satmetrix] are the providers of the Net Promoter Score model. [http://www.satmetrix.com/nps-score-model/ NPS Info]  bxp provides operational integration tools that allows automation of interactions whilst not increasing AHT.
 +
 
 +
 
 +
Where the internal IT team may state it will take a long time to adapt, bxp is frequently used as the tactical solution to immediately get the solution up and running.
 +
 
 +
 
 +
The resulting feedback can be set to be an automatic campaign with queued records to be rung to immediately deal with detractors.
 +
 
 +
 
 +
Find out more about NPS and bxp here [[Net_Promoter_Score]]
 +
 
  
  

Revision as of 19:27, 19 July 2015

1 Introduction

Since 2009 bxp has been applied by applied by telcos to solve various challenges within their operations and has resulted in 100,000s of savings. This scenario details by various departments real world examples of what bxp has been able to facilitate.


2 Examples of clients using this solution

eircom meteor 3 mobile Telefonica O2 emobile


3 Areas

bxp is a flexible toolkit which can and has been applied in many different ways by various different departments within telcos.


Bxp telcos.png


Most of our projects have begun as tactical programs / issues for teams circa 10 to 20 staff which have grown to be business wide solutions.


3.1 Customer Care

3.1.1 Role: Customer Retention Tool

A customer phones up and wants to cancel their subscription. What is done to retain the customer? A lot of solutions use the intelligence and experience of agents to make judgements. From time to time this can lead to mistakes and abuse of systems.


bxp is used to lookup the customer record. Where integrated with the phone system is possible, the customer is looked up automatically based on IVR or CLID information. The customers primary details can be assessed.

  • Time remaining in contract
  • Current average spend
  • Services used


From this matrices of appropriate offers can be applied automatically. Customers can be grouped easily into categories such as Bronze, Silver, Gold, Platinum etc. Retention packages are then appropriate to the grouping.


So Customer 1 phones in, with 9 months left on their contract, bxp will allow the agent limited to no offers. Customer 2 phones in, the system identifies this as a business account with many services and a strong history, so the offers are extensive which can be offer to the customer for their retention.


At the same time bxp is reminding the agent that:

  • IF they lose the customer they get no bonus at all
  • IF they save the customer but use the maximum offers available they get no bonus
  • IF they save the customer but use a lower offer they will get a bonus


The amount of save bonus is translated into points. Those points can be used by agents for various internal rewards.


bxp is used to manage the matrix of offers, the points of the sales staff, tracks the offer successfully delivered and presents the interface which reinforces the retention message.


Live dashboard reporting gives managers instant visibility of staff performance and more importantly customer retention incentive performance (what offers work and what don't).


This solution has saved thousands of Euro in wasted / abused / misused offers.


3.1.2 Role: Case Management for Customer Care

Customer Care represents the hub of responsive customer contact. Customers ring, email, social media or post in to name a few methods.


bxp provides an omni-channel contact management tool including managing the Post Room.


As a contact arrives at an agents desk, Computer Telephony Integration (CTI) allows screen pops and various configurable changes to be applied to the case management.


As this is case management and not just record logging, timing and tracking information is instantly started to be recorded.


As different forms / workflows can be created for other departments, bxp, like a central post office, can distribute cases to numerous other departments if required.


Using these tools a customer phones up with a complaint about their bill:

  • The case is started in bxp
  • Using an outcome that case is transferred to the billing department
  • Seamlessly an email is generated and communicated to the customer to track their case and who they've interacted with
  • The billing department in a couple of days begin to process the query which requires investigation
  • The customer rings back in with an update to Customer Care. A copy of the posted bill is attached to the case
  • bxp facilitates the update to billing via the Customer Care case
  • Billing finish the enquire and automatically the case update is returned to Customer Care to follow up with the customer
  • Customer care ring the customer and resolve the issue.


As result of these capabilities:

  • Customer Care can without extra work transfer cases to departments who can deal with queries properly
  • Billing have a processing queue which is audit-able with full case history.
  • Service Level Agreement reporting is available to track the Customer Care case
  • Service Level Agreement reporting is available to track the Billing case
  • Response times for all internal activity is available
  • All documentation and recordings are centrally allocated to an audit-able case


Where first call resolution is a primary goal instant tracking of cases is instantly available.


Case management report.png


One version of the truth makes Care management instantly easier and more effective whilst reducing after call work to 0!


Find out more details on Case Management and its capabilities File:CC-4-4 - Case Management and Reporting v1-1.pdf


3.2 Sales

3.2.1 Role: SalesForce.com replacement

SalesForce.com is unarguably the largest sales lead management solution in the world. However at < 20% of the cost for the same and more enhanced functionality bxp has been the reason for many businesses to change.


If you know SalesForce you know what you want, now get it cheaper. If you'd like to know more then have a read of Scenario_-_bxp_and_Lead_Generation_and_Pipeline_Management


3.2.2 Role: BPO management solution

bxp can be used as a real time metric gathering and management tool for managing your Business Process Outsource partners. Reduce the cost and time to set up. Don't get locked in BPO propriteary solutions or have to put up with not knowing specifics.


The numerous benefits are covered and detailed in our other scenario Scenario_-_bxp_for_Process_Owners_and_BPO_management#bxp_for_the_Process_Owner bxp for Process Owners and BPO management


3.2.3 Role: Customer Retention program management

Identification and targeting of customer retention groups can be fragmented and challenging. Monthly extractions of limited groups of data which need extensive customisation of offers targeted by group. Where loading data into a dialler is not possible or more often, not practical then bxp provides the ideal solution.


Extract a group of customers. Load them into bxp in seconds. Contact them. Use real time metrics and see instant ROI. Make use of key staff anywhere, in any time zone to deliver the campaign you need at your cost without the need to wait for a complicated IT setup.


One of our clients has a track record of over 1200 campaigns successfully delivered on our platform!


Find out more from our scenario on setting up a campaign. Scenario_-_bxp_for_Outbound_Campaign_management


3.3 Marketing

3.3.1 Role: Satmetrix NPS facilitating tool

Satmetrix are the providers of the Net Promoter Score model. NPS Info bxp provides operational integration tools that allows automation of interactions whilst not increasing AHT.


Where the internal IT team may state it will take a long time to adapt, bxp is frequently used as the tactical solution to immediately get the solution up and running.


The resulting feedback can be set to be an automatic campaign with queued records to be rung to immediately deal with detractors.


Find out more about NPS and bxp here Net_Promoter_Score


3.3.2 Role: Mass Marketing Tool

3.4 Digital / Online

3.4.1 Role: Digital marketing spend tracking

3.5 Training / Quality / Compliance

3.5.1 Role: Company merge training solution

3.6 IT / Systems

3.6.1 Role: CTI integration

3.6.2 Role: Web enabling legacy IT solutions

3.7 Stores / Shops

3.7.1 Role: Customer retention management

3.7.2 Role: Training and compliance management

3.8 Back Office

3.8.1 Role: Cessations management solution

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