CUSTOMER CARE AUTOMATION COMPLAINT AUTOMATION SOLUTION

2013

1

1.- THE PROBLEM COMPLAINTS ARE ISSUES FOR COMPANIES

• Big volume of complaints with hundreds of call center operators

• Problems with operator’s training, retention and dimensioning

• Lack of standardised processes, manual and non efficient processes

Heavy complaint

cost

• Complaints misunderstanding

• Lack of complaint immediate resolution and long processes

• Customer frustration & disloyalty

High customer churn rate

Costly, rigid and long complaint care processes dramatically impact in Business P&L

Heavy refund cost

• Long processes finishing with refund

• Refund tactics for commercial reasons

• Customers overpaid

2

2.- OUR SOLUTION A DISRUPTIVE INNOVATION IN COMPLAINTS MANAGEMENT

Automated complaint resolution web service based on Artificial Intelligence and Big Data

> 50% complaints can be automated and have instant resolution

with higher accuracy ratio than human resolution

Natural Language Recognition Big Data Learning & Negotiation Systems

3

2.- OUR SOLUTION A DISRUPTIVE INNOVATION IN COMPLAINTS MANAGEMENT

Easy to install, configure, secure and scalable

Multilanguage solution

Multichannel complaint entry

Front and Back End Solution

Web Service in Cloud

Interfaces with CRM ERP

Data encrypted with latest generation of certificates

Flexible customisation

Pilot and roll out implementation

Online complaint tracking and reporting

SaaS model

4

3.- BENEFITS OF THE SOLUTION TRANSFORMING THE COMPLAINT IN TO CUSTOMER VALUE

• Labour cost reduction

• Direct & indirect costs reduction

• Flexible operational model

Complaint cost

reduction

Complaint volume

reduction

Customers satisfaction

increase

Customers churn rate reduction

Refund cost reduction

• Classifying automation

• Immediate resolution

• Real time alarm reporting

• Refund standardised processes

• Immediate validation refund

• Flexible refund policy

• Faster & convenient resolution

• SLA’s improvement

• Brand reputation improvement

• Higher customer satisfaction

• Customer loyalty improvement

• Customer value improvement

Transforming your complaints resolution in to your competitive advantage

1 2 3 4 5

Team’s optimisation & focus in complex complaints resolution

Standardised complaints automation

Customers Big Data knowledge

5

4.- MARKET TARGETS SECTORS AND COMPANIES

B2C sectors with high volume of complaints and high customer value

MAIN SECTORS

Telecoms

eCommerces

Travel

Financial & insurance

Utilities

TARGET CLIENTS B2C Blue chip companies

High volume of complaints

Broad international scope

Stable complaining pattern

Innovative and tech early adopters

6

5.- SOLUTION IMPLEMENTATION PILOT AND ROLL OUT

We reduce risks implementing a pilot, building a strong Business Case and implementing a roll out

Demo Business Case

“as is” Pilot & Test

Business Case “to be” Roll out

PILOT IMPLEMENTATION

7

6.- BUSINESS CASE COMPANY “A”

40% savings in complaints costs & refund costs, 50% churn rate reduction and 55% customer value retention

COMPANY “A” • Complaints per year • Complaints volume reduction due to automation • Cost per complaint non automated • Complaints automated • Cost per complaint automated • Refunded complaints • Refund cost • Unique customers with complaints • Churn rate customers with complaints • Life time customer value

1,000,000 -

€ 30 - -

30% € 22

800,000 20% € 500

1,000,000 10% € 30 50% € 10 30% € 15

720,000 10% € 500

WITHOUT COGNICOR WITH COGNICOR

Complaints cost per year

€ 30 m

€ 18 m

€ 12 m

Whithout Cognicor

Whith Cognicor

40

% s

avin

gs

Refund cost per year

€ 6,6 m

€ 4 m

€ 2,6 m

Whithout Cognicor

Whith Cognicor

40

% s

avin

gs

Yearly customer value lost due to churn rate

€ 80 m

€ 36 m

€ 44 m

Whithout Cognicor

Whith Cognicor

55

% r

ete

nti

on

8

7.- WHAT CLIENTS SAY ABOUT COGNICOR

“... Cognicor solution is what we were looking for caring our complaints. Cost efficient and customer value oriented. I never saw something like this before... “

Mr. García de Diego, Internet and SM Head

9

8.- ABOUT US

Launched 2012

Spin-off from the Artificial Intelligence Research Institute (IIIA-CSIC)

Accelerated by

Talented team with PhD in Artificial Intelligence, MBA from top tier Business Schools and experience

in B2B CRM solutions.

COGNICOR

Transforming your complaints resolution in to your competitive advantage

BEST AWARDS

2012 Best European Tech Start-up awarded by the European Commission

2012 Early Stage Company prize at Americas Venture Capital Conference

2012 Wayra Barcelona Start up

As seen on

10

9.- CONTACT

yago.llaquet@cognicor.com

Torre Telefónica Diagonal 00 11th floor Plaza de Ernest Lluch i Martín 5 08019 Barcelona Spain

Mr. Yago Llaquet CogniCor

+34 639-186-036