We Help Put America Through School
Customer RelationshipManagement / Call CentersIntegrated Product Team
NASFAA ConferenceJuly 9, 2000
4:00 - 5:15 pm
2We Help Put America Through School
Introduction
Jeanne Van VlandrenGeneral Manager for Students
Denise HillSenior Architect
Chief Information Officer (CIO)
Dena BatesManager
Customer Service and Support Call Centers
3We Help Put America Through School
Jeanne Van Vlandren
General Managerfor Students
4We Help Put America Through School
SFA as a Performance BasedOrganization (PBO)
H Goals of the PBO?H The CRM Call Center IPT is the result of the
PBO’s Customer Service Task Force - “OneCall Does It All”
H The CRM Call Center IPT is an important partof our strategy
H We need involvement from all areas ofSFA,including our partners, to be successful
5We Help Put America Through School
Who is Involved?
HStudents and parents
HFinancial aid administrators
HLenders and guaranty agencies
HContractors
HGovernment agencies
HCongressional offices
HGeneral public
6We Help Put America Through School
What is SFA Doing to ImproveCustomer Satisfaction?
HFormed an enterprise-wide integratedproduct team (IPT) to examine the currentstate of call center operations andrecommend improvements for the future
HBest practice analysis of similar industries/operations
HCustomer satisfaction surveys
HFocus groups
7We Help Put America Through School
Why was this IPT created?HTo improve customer satisfaction
HTo recommend “best-in-business” call centerpractices
HTo reduce unit costs
HTo provide better Customer RelationshipManagement in a timely way through themedium that best meets their needs (i.e.,phone, web, paper)
HTo promote electronic commerce whilemaintaining easy access to paper
8We Help Put America Through School
Denise Hill
Senior ArchitectChief Information Officer (CIO)
9We Help Put America Through School
What is Customer RelationshipManagement (CRM)?
HIndustry established business strategyenabling organizations to effectively managerelationships with their customers
HProvides an integrated view of customers toeveryone in an organization
HEveryone in the enterprise is focused on thecustomer
HCustomer-centric model that allowscustomers to drive the process of gatheringthe information they desire
10We Help Put America Through School
What is Needed to Implementa successful CRM Solution?
HQualified professional people
HWell-designed processes
HLeading-edge technology
HInput and cooperation from variousstakeholders
11We Help Put America Through School
What are some trends in CRM?HLower costs per call
–Enhanced VRU/ automated servicing–On-line servicing through Internet basedtools–Streamlined processes and elimination ofredundancies
HMore responsive customer service withCustomer Contact Management Systems
-“One Call Does it All”–“Warm” Customer Hand offs–“Customer-centric” Servicing Models-“Specialized Areas”
12We Help Put America Through School
What are some CRM BestPractices?
Component Description Vendors (partial listing)
Computer Telephony Integration (CTI)
Enables technology to integrate hardware with software, includes screen pops
Genesys, Lucent, Aspect, IBM, Hewlett Packard HP, Cisco (Geo Tel)
Interactive Voice Response (VR/VRU)
Allows customer to access databases through touch tone commands
InterVoice Brite, Periphonics, Aspect, IBM
Speech RecognitionSupports speech and natural language processing
Nuance, SpeechWorks, Philips Speech Processing
Interaction Media ServerDirects contact to most appropriate destination
Lucent, Genesys, Aspect, Cisco, Quintus
Customer Interaction Software (CIS)
Interacts with customers for sales force automation, help-desk customer support
CRM - Siebel, Remedy, Vantive (PeopleSoft), Clarify (Nortel), Self-Service Software (SilkNet)
13We Help Put America Through School
What is the PerformanceScorecard?
H Strategic Alignment− Effectiveness− Value Added Services
H Service Delivery− Cycle Times− Delivery
H Organization / People− Leadership Models− Leveraging Competencies
H Process− Practices− Productivity
H Technology− Common Platforms− eBusiness− End-User Tools
14We Help Put America Through School
Dena Bates
ManagerCustomer Service and Support
Call CentersStudents Channel
15We Help Put America Through School
What are the Components of CRMat SFA?
HInternetHInteractive Voice Response Unit (IVRU)HTraditional methods (Customer Service
Representatives, telephone, correspondence,etc.)
HIntegration of voice response units withcomputer systems
16We Help Put America Through School
Why is CRM Necessary atSFA?
HCustomer Relationship Managementimproves customer satisfaction
HCustomers expect access to data−When they want it−Where they want it−How they want it
HCall center operations can be run moreefficiently and effectively
17We Help Put America Through School
How will CRM Affect You?
HFaster access to information
HHigher quality data
HBetter informed students
18We Help Put America Through School
Which Call Centers will beinvolved?
HCustomer Support BranchHDirect Loan Servicing Center
HDirect Loan ConsolidationCenterHFederal Student AidInformation CenterHCPS Customer Service Center
HDebt Collection ServiceInformation Center
HDirect Loan OriginationCenter - School Relations
HFAFSA on the Web/FAFSA ExpressHLender or GuarantyAgency Default RateHNational Student LoanData SystemHPell Grant CustomerService CenterHOmbudsmanHTitle IV ( TIV WAN ) Support
Center
19We Help Put America Through School
Call Center Locations
20We Help Put America Through School
What are we doing today? -Call Centers
Total Calls - Public Inquiry Contract
0
10000002000000
3000000
4000000
5000000
6000000
7000000
1994 1995 1996 1997 1998 1999 2000
Year
Vol
um
e
*Call Volume consists of 18004FEDAID, TDD, Interactive Voice, Toll Calls, Ombudsman, Debt Collection Service
*
21We Help Put America Through School
Total Calls - Direct Loan Servicing System
0200000400000600000800000
1000000
Apr-98
Jun-98
Aug-98
Oct-98
Dec-98
Feb-9
9
Apr-99
Jun-99
Aug-99
Oct-99
Dec-99
Feb-0
0
Apr-00
Year
Vo
lum
eWhat are we doing today? -
Call Centers
22We Help Put America Through School
What are we doing today-onthe Web?
Direct Loan Servicing System Web-Site
H14,282,200 web-site hits in April-153% increase
H3,579,700 email requests in April-182% increase
H45,700 loan payoffs quoted-196% increase
H4,200 address changes -320% increase
H1,300 Payment Due Date and Cycle Date changes -1200% increase
23We Help Put America Through School
Where are we today?4/21 5/19 5/26 6/2 8/11 9/1 9/29 10/20 11/3 11/10
CharterTeam
Launch
Sub-TeamDetermination
Team Assembly
InventoryDevelopment
GAPAnalysis
SolutionGeneration
SolutionSelection
ActionPlanning
Evaluation
Begin Phase II
24We Help Put America Through School
Next Steps of the IPTHAssessment of the current state of SFA’s call
center operations across all channels
HAssessment of CRM best business practices−American Express−Bank of America−Social Security Administration
HGap analysis between our current state andthe best in business
HBusiness cases for recommendedenhancements within our call centers
HImplementation of Quick Hits
25We Help Put America Through School
Changes are alreadyunderway!
HIVRUs are being modified to placeSpanish options at the beginning of theselection list
HImproved responses for professionaljudgement questions
HReference Guide
H“Warm Hand-Offs”
HEmail for Customer Feedback [email protected]
26We Help Put America Through School
Questions?
Top Related