CASESTUDY WEBHELP EFFICIENCYFOR APLATFORM

Transkript

1 DRIVINGINSIGHT& EFFICIENCYFOR WEBHELPUK APLATFORM FORSUCCESS

2 2 SUMMARY THECLIENT Webhelp UK ispartofthe internationalwebhelp Group; a leading BPO provider and customer experience innovatoracrossdigitaland traditional channels.itisachievingrapidgrowthbyfocusingon value-basedoutsourcing,omni-channelengagement andexperienceanalyticstocreateoptimalcustomer journeys. TheInfinityPlatform isnow anintegralpart, notjustofourtechnologyinfrastructure, butofourhighlydifferentiatedofferthat s enablingustowinbusinessfrom ambitious clientsinacrowdedmarket. DavidPatman,CustomerSolutionsDirector,WebhelpUK

3 3 CHALLENGE Tocreateapowerfulagentdesktopsolutiontosupport new business growth,flexible enough to operate acrossmultipleclientenvironments. SOLUTION TheInfinityPlatform,acombinedagentdesktopand workflow engine,isnow anintegralpartofanywebhelp new businessbid thatrequiresan agenttechnology component.itfeatures in the company s showcase capability,wherethe artofthepossible incustomer managementisconstantlyrefinedanddemonstrated. RESULTS AverageAHTreduction of20% Supportingsuccessfulnew businesswins Delivering15% to20% efficiencygainsinoperation Average9% increasein salesconversion Average3% increasein salesvalue

4 4 GETTINGAHEAD DRIVING INSIGHTAND EFFICIENCY FOR WEBHELP Recognisedasoneofthemostprogressiveoutsourcers intheukmarket,webhelpisfocusedonengineering thecustomerexperienceitdeliversforclientsbasedon data-driveninsight. Todayit susingtheinfinityplatform acombined agentdesktopandworkflow engine notjustto managecustomerinteractionsefficiently,butto capturedatafrom thoseinteractions,andfrom the clientsystemsitintegratesto,fuelinginsightand transformationalthinking. WhenwefirstmetInfinitywewerelookingforaunified agentdesktopthatwouldalow ustocompeteeffectively on bidswheretheclientwaslookingto usto supply agent-facingtechnology, sayswebhelp sclientsolutions Director,DavidPatman. Whatwefoundwasmuchmore.Wefoundatechnology that integratedbothtooursystemsandourclients wouldbecomeasinglepointofcaptureforthedatawe needtosupportinsight.

5 5 Recognising Infinity s potential to support its differentiatedmarketproposition,webhelpsetabout incorporating it into its showcase capability that demonstrates theartofthepossible fornew clients. Inthemeantime,however,anew businessopportunity presented itself to Webhelp for which Infinity s capabilitieswereanidealmatch FROM SHOWCASE TOBUSINESS WIN We vebeenabletoidentifybuyingtrends anddeveloppowerfulcrossandupsel recommendationsforourclient DavidPatman,CustomerSolutionsDirector,WebhelpUK AbigUKinsurerwasrestructuringitsbusinessandlookingfor apartnerthatcouldhelpitbuildaninteligentcustomersales andserviceoperationinwhichsalesactivitiesaredrivenby insightderivedfrom detailedanalysisofcustomerbehavior. Thispresented aperfectfitforwebhelp sinsight-focused capability.theclientbroughtnotechnologywithitbeyondits policyadministrationengine.webhelpwasabletoinclude, withinitsoutsourcedsolution,afulyintegratedtechnology infrastructurewhich,withtheinfinityplatform atitsheart, would beableto unifyand capturepolicyand customer interactiondatatodeliverinsight. InfinitysupportedWebhelp ssuccessfulbidandmoved quicklytoimplementinlinewithwebhelp srequirement torampupquickly. Thebenefitsofhavingasingle sourceofdata andnothavingtolookforitinseveral differentplaces was immediately apparent, says Patman. Almostfrom theoutsetwe vebeen ableto identify buyingtrendsanddeveloppowerfulcrossandupsel recommendationsforourclient.

6 6 COMPLIANT, COMPELLING ANDHIGHLY EFFICIENT Aswelassupplyingthebusinessinformationthatfuels insight,infinityprovides inrealtime themanagement informationthatsupportsthedriveforefficiencyand effectivenessthatisvitaltowebhelp sclients. ThewelspringofthatefficiencyistheInfinityAgent Desktop,which gives Webhelp s agents access to everythingtheyneedtocomplete aninteractionwithout changingscreensorloadingmultipleapplications. Likemostoutsourcerswehavemultipletechnologies, oftenprovidedbyourclients,thatsupportarangeof agent-assistedchannels, sayspatman. We renow able tointegratethem attheagentdesktop.infinityisfast becomingmorethanjustatechnology it sanintegral partofouroffertoclientsandhow wedeliverforthem. UsingInfinity sworkflow enginetodesignandbuildideal customerinteractions,andthendeliveringthem through aneasy-to-useagentdesktop,isdrivingefficiencygains ofupto20% forwebhelp.it salsoensuringcompliance withthequalitystandardsitsclientsdemandandthelegal requirementssomanyface. Ourinsuranceoperation sclienthasextremelyrobust andstringentcompliancerequirementswhich,thanks toinfinity,wecanconfidentlymeetandexceed, says Patman. Using Infinity,we can build the customer experiencewithcomplianceandqualityinmind,with colourcodedinstructionsremindingagentswhatthey mustsay,checkandrecord. Theintuitiveclarityoftheagentdesktophasreducedthetime ittakesforagentstoachievefulproductivity. Getingto competencequicklyhasobviousbenefitsforourbusiness, sayspatman. And,asInfinityisdeployedacrossmoreof ourclientprogrammes,italsohelpsourteamstobemore flexible. Thoughhighlypersonalisedtoeachclient,thedesktophasa consistentunderlying structure,whichmeansagentsandteam leaderscanassimilatenew programmeswithease. Webhelp saccountmanager,stuartbidwel,hasworkedwith WebhelpthroughoutthedeploymentoftheInfinityPlatform. Webhelpisfaraheadofthegamewhenitcomestorefining thecustomerexperiencethroughinsight;butitalsohasa keenappreciationforthehardworkthatgetsdoneatanagent level. WithInfinitysupportingitsagentandanalystteams,they re enhancingbothday-to-daydeliveryandtheirabilitytodrive futurechange.

7 7 Infinityisanintegralpartof ouroffertoclientsandhow wedeliverforthem. DavidPatman,CustomerSolutions Director,WebhelpUK PARTNERSHIP Infinityisnow awebhelppartnerofchoice,notjust because ofthe technologysolution itprovides,but becauseofitswilingnesstosupportitsnew business driveand itsabilityto deployrapidlyand integrate easilytoawidearrayofsystems. Infinityworkswithustocreatecompelingpropositions thatare helping us win business from clients that wanttomakeastepchangeincustomermanagement performance, sayspatman. And,because they re alwayspreparedtoroluptheirsleevesandsupport usthroughimplementation,they rethekindofpartner we rehappytoworkwith. Infinityisa provideroftechnologyand servicesthat deliverexcelence,efficiencyandcommercialadvantage foroutsourcedcustomermanagementserviceproviders. Atthe heartofourofferis the Infinity Platform,a combined agentdesktop and workflow engine that empowersoutsourcerstodesignanddeliverexceptional customer experiences,across every campaign,with ultimateefficiency. Easy integration with popular CRM and telephony solutionsmakesinfinitythe glue thatgetsalyour systemsworkingtogetherand createsasinglepoint ofcaptureforthedatayouneedinordertomanage clientoperations,refinetheirperformanceand drive transformationalchange. INFINITY: ATTHE CENTREOF CUSTOMER CONTACT

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