Comdata Group

New technologies to support the efficiency of the Contact Center

28th November 2013

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Agenda

Company overview Comdata Czech Innovation and best practices

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Experience and methods applied to our industrial

model

Process Automation through non-invasive technology,

preserving the investments already made by customers

Operational orientation to manage complex processes

and large volumes of business

Comdata: partner for business transformation

TechnologyProcess Engineering Production

Global Partner for Business Transformation:Ability to ensure the business results

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Comdata in the world

• Buenos Aires

800 FTE’S

Latin America Europe

• Turchia 1300 FTE

Rep. Ceca400 FTE’S

Romania1.700 FTE’S

Italy7.000 FTE’S

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Services, Volumes and locations

Back Office

Document Mngt

Help Desk

Front-end

ItalyCzech RepublicRomaniaArgentina

ItalyRomaniaArgentina

ItalyCzech RepublicRomaniaTurkeyArgentina

ItalyRomania

30 Mln Telephone Contacts

12 Mln Contacts

14 Mln items

62 Mln inbound documents14 Mln faxes

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Major Accounts

Telco

Energy

Industry

Financial Services

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Agenda

Company overview Comdata Czech Innovation and best practices

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Locations in Czech Rep:

Comdata Czech is based on 2 locations:

Both locations are offering easy recruitment and excellent qualified work-force.

Ostrava in Silesia-Moravia, a region in the noth-east of Czech Republic;

Chrudim in Bohemia,

100 km East of Prague.

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Ostrava Facility:

500 sq. m86 operation positions2 training rooms (18+20)2 coaching roomsVideo conference equipment

Orchard Office Park

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Ostrava Operations:

100,000 inbound calls/monthly+ outbound, managed from 100 operators in Czech language

Possibility of Front-End Multilanguage

and Back Office activities

High qualified staff:

5 TLs; 2 quality; 2 trainers;

1 Operation manager; 2 planner +

scheduler; 1 HR/adm.

Customer Care Center

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Chrudim Facility:

900 sq. m.200 operation positions2 training rooms (12+12)3 coaching roomsVideo conference equipment

Chrudim Building

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Chrudim Operations:

130,000 inbound calls/monthly+ outbound, managed from 200 operators for collection;retention; ADSL; migration; up-sale and cross-sale activities; proactive campaigns.

Possibility of Front-End Multilanguage

and Back Office activities

High qualified staff:

16 TLs; 2 quality; 2 trainers;

2 Operation manager; 3 planner +

scheduler; 1 HR director.

Customer Care CenterCustomer Care Center

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Agenda

Company overview Partnership with Vodafone Innovation and best practices

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Innovation

• New channels for customer interaction in a digital wayHow social medias impact on Customer Relationship Management (Social CRM)

The evolution of the mobile channel in the interaction with customers

• Technological tools to support Back Office Operations

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How social medias impact on Customer Relationship Management

With hundreds of millions of people accessing the variety of online social networks, the world’s ability to connect and share

is limitless

From a business standpoint, it has

allowed companies to create a customer

experience like never before

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How social medias impact on Customer Relationship Management

How has the social

media phenomenon

changed the way

companies interact

with customers? 

What does social

phenomenon mean

for customer

relationship

management (CRM)?

This is the age of Social CRM, a different way of thinking about customer relationship management that focuses on using social media to enhance

customer engagement

SOCIAL MEDIACRM

SOCIALCRM

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Why Social Media and Social CRM?

Why Social

Media & Social CRM?

To better understand the changes in needs of the

customers

To retain customers who will be encouraged to discuss the opportunities for interactivity

offers

To improve the image that will be perceived as a company who knows how to innovate and to interpret customers

needs

To increase lead generation

To reserve a specific and customized service

to users

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Comdata for Social & Social CRM

Comdata offers a complete platform, C.Social, to help organizations in adopting a Social Strategy, managing relationship with customers also by Social Channels

Comdata C.Social helps organizations to improve:

CUSTOMER CARE SERVICES: Customer Care is enriched with all the resources that the web offers (e.g. comments on the various social profiles and business contacts)

SALES PERFORMANCES: Evidence of new opportunities online increase of sales channels

MARKETING ACTIONS: Planning and implementation of adv specific campaigns; control the course of the campaign using tools for monitoring conversations providing data on opinions, sales and brand reputation

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Innovation

• New channels for customer interaction in a digital wayHow social medias impact on Customer Relationship Management (Social CRM)

The evolution of the mobile channel in the interaction with customers

• Technological tools to support Back Office Operations

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In recent years smartphone sales are soaring worldwide, and predictions are a continuous growth

The evolution of the mobile channel in interaction with customers

How this great growth influences interaction with customers?

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The evolution of the mobile channel in interaction with customers

ERGONOMICS USAGE POSITION ENGAGEMENT TIMING ATTENTION

TRADITIONAL INTERATIONS 2 Hands Sitting Fully dedicated I dedicate the

time it takesStrong Attention– dedicated

time

NEW INTERACTION IN

MOBILITY1 Hand Moving I remember

nowI dedicate the

time I have nowPartial Attention– fraction

of time between other activities

New technologies and new habits:

New approach to the contact:

FIRST INTERACTION WITH DIGITAL SERVICES

SUBSEQUENT INTERACTION WITH ASSISTANCE BY OPERATOR

• Self Service• Internet & Social

• Phone Call• Chat

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Comdata for the new mobility approach

• Visual IVR and Visual WorkFlow

• Integrated live channel (Chat, Call e Scheduled Call)

• Instant Sharing of digital contents

• Customer experience tracking

Unified Mobile AccessTo manage this new way to communicate, Comdata proposes a specialized platform:

App

Web

IVR

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Comdata for the new mobility approach

The new approach by mobile platforms allows immediate benefits:

REDUCTION in frequency of the calls

REDUCTION in duration of contacts

BETTER Customer Experience

- Costs Quality+

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Innovation

• New channels for customer interaction in a digital wayHow social medias impact on Customer Relationship Management (Social CRM)

The evolution of the mobile channel in the interaction with customers

• Technological tools to support Back Office Operations

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Technological tools to support Back Office Operations

Back office actions can be made more effective and efficient by the adoption of modern technologies to support

operations:

Tools for the ASSIGNMENT OF WORK to available agents

Tools that provide a UNIFIED VIEW of the customers and application

Monitoring Tools for Back Office Operations

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Tools for the Assignment of Work: C.Contact

Contact Management & Dispatching Module for supporting the

operations of the contact center, both for activities of front/back

office

Assignment to available agents based on their skills and business

needs

Different operating models : inbound requests directly resolved and

closed by first level, or assigned to back office staff / second level

Comdata proposes C.Contact, a specific solution to manage the Assignment of Work to available agents

Integrated Contact Management Back Office Governance Contacts History Multi-channel management of requests

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Tools for the Unified View: BSP

Comdata proposes specific solutions to implement Unique Desktop for operators

Rossi

MarioIngegnere

16/ 07/ 1972Milano

LombardiaItalia

Gestione centralizzata dei sistemiUnico Login di accesso

Unico Punto di AccessoGestione

centralizzata

CRM3270 HR BPM Resource MgmtTrouble Ticketing eLearning Fraud Mgmt IntranetFacility Mgmt

Operator

Unique Desktop

Unique Access

Log-in

Centralized Access to

applicatioons

Collection of information from operational systems

Composition of all information on a single view

Automation of processing steps

immediate results in terms of effectiveness and efficiency

of Customer Service Operations

COMDATA BSP

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Monitoring Tools for Back Office Operations

Comdata proposes specific solutions to monitor Back Office Operations and Performances

Incoming call and replays; actual vs. planned (FO)

Incoming, worked-out and suspended activitivities (BO)

Multi-site monitoring

Document classification activities

Performance details per type of activity (KPI) Performance data of single activities (Drill Down)

Better monitoring, Better performances

What to monitor?

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DocumentDeliveryCheck-in

Courier

Point of Sale

DocumentPreparation

DocumentScanning

Classification &Indexing

Warehouse

Document Management Best Practice:

Documents are prepared for

scanning(no sorting required)

Delivery is tracked

Document indexing (semi-automated)

Each dealer sends documents to the

service center using a courier

Validation &Compliance Audit

DMS

Signature and ID card checking

(manual activity)

Documents published on

Client’s Intranet

Web portal

Shipping and processing are fully

tracked

Client Comdata

BEST PRACTICE VS

CLIENTE

Toolbar – Strumento automatico peraccrescere l’efficacia del canale di vendita telefonico Front End 2.0 – Piattaforma per navigazione efficiente del’IVRMaggiordomo – Piattaforma per

l’integrazione front-end e back-end

CIT – Piattaforma per il dispatching e monitoring del back office (Cabina di Regia)

COFAX – Piattaforma …

FRONT END

BACK OFFICE

GESTIONE DOCUMEN

TALE

LINEE DI BUSINESS PIATTAFORME

NEW SICRED – …CREDITO

New document archiving process

Thanks for your attention

6th November 2013

Comdata rewarded as start-up of the year in ITC/SSC category by CzechInvest and AFI