iTask:Power to the Back Office

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iTaskPower to the Back Office

© 2011 Tieto Corporation

Main issues• Your Customer:

• Has its’ own idea of what handling times of requests and purchases should be

• Will contact whatever channel to get the process moving• Has no live tracking and tracing of requests/purchases

• Front and Back Offices have to deal with:• Repeat calls (telephone/email)• Needs to punch in data from all kinds of mediasources

(webforms, emails, scanned data) into the systems• Confusion about status between Front / Back office• No real time overview and forcecast of the complete workload• Sharpening SLA’s en KPI’s to meet market demands

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Cost to serve

NPS

SLA


What we all want:• Better cooperation between Front and Back Offices• Live tracking and tracing of requests and purchases for:

• Consumer (Web, Mobile)• Front & Back Office employees• Supervisors and Management

• A complete overview of (expected) workload• No Backlog• Tasks routed to the appropiate employee• Able to steer on SLA and KPI’s

• Change prioritees• Change handling times• Up/DownScale the workforce

In short: enabling both consumer as internal employees to submit and to process purchases and requests in an efficiënt and natural way.

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“I want to activate/purchase a product or service”

© 2011 Tieto Corporation6

Sources Employee Supervisor Manager Track & Trace

SLA: Your Service Promiss


Perspective of the Customer

Manage the expectations of your customers:•Offers status information about requests in self service channels•Fluency (cooperation between front and back office)•Tasks processed within expectations


Perspective of the employee

More tasks handled in less time:•Automatic routing of tasks to the right employee•One, easy to use interface with 360o customer profile•Accurate and fast processing with “smart pasting” data into back end systems.


Perspective of the Dispatcher

No more “lost” requests, tasks and order forms: •Detection of irregular and bounced tasks and requests•Auto escalation of SLA threatening tasks•Digitally modification and reassignment of requests


Perspective of supervisors and management

Meet your SLA’s:•Management dashboard with real time info •Grip and steering though escalation module•Reports and analysis of complete workload process

Save Costs:•Minimize repeat” calls”/requests•No more “straight to printer” processes•No more costs due to crysis staffing


Perspective of the administrator

Plug and Play:•Easy creation of sources, tasks and rules•Instant overviews of flows, groups and agents•No dependency on IT: software as a service


iTask

Manage the expectations of your customers:•Offers status information about requests in self service channels•Fluency (cooperation between front and back office)•Tasks processed within expectations

More tasks handled in less time:•Automatic routing of tasks to the right employee•Easy to use interface with 360o customer profile•Accurate and fast processing with “smart pasting” data into back end systems.

Meet your SLA’s:•Management dashboard with real time info •Grip and steering though escalation module•Detailed Reports and analysis of the complete workload

Save Costs:•Minimize repeat” calls”/requests•No more “straight to printer” processes•No more costs due to crysis staffing

Plug and Play:•Easy creation of sources, tasks and rules•Instant overviews of flows, groups and agents•No dependency on IT: software as a service

So it will be done before Thursday 13:30 ?

iTask:Power to the Back Office

Technology

Transcript of iTask:Power to the Back Office