20 minutes on desktop analytics: top uses in the back office
DESCRIPTION
Learn how Desktop Analytics is being used in the back office.TRANSCRIPT
Desktop AnalyticsBack Office
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
It’s not about the Headcount
It’s about the customer
Friction-less processes are what customers want & will pay forFirst Time Yield (across a workflow not just a step or an interaction) is KEYAnd so is the volume and velocity of work items one can produceBecause somewhere there is a customer waiting & depending on itWelcome to the opportunity in the Back Office
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Many customer processes span front and back office
The back office typically doesn’t enjoy the front office level of insight into force, load and skill
However….If you can capture it, WFM can track it, schedule it and monitor both adherence and overall performance around it Making the desktop the surrogate ACD for overall process and service management
The Opportunity
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Back Office metrics that matter
Items worked per day
Risk management – flags for review and audit
First time yield
Order to cash – steps, resources and time
Issue to resolution – steps, resources and time
Bottleneck isolation
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
When Back becomes (like the) Front…
Processes get examined for utility & cost
And get defined SLAs and centralized reporting
Resource planning models are flexed across departments (including front and back office) to maximize efficiency (speed) and effectiveness (quality)Front end orders and requests get followed up for maximum order to cash and minimum missed commits
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Customer & Employee Effort RecedesNumber of end-to-end customer requests completed in X days
Average end-to-end processing time reduced by X%
Customer Satisfaction score improved by X%
Reduction in repeat calls of X%
Total number of calls reduced by X%
Outstanding work volume (backlog) down by X%
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
The workstation is a gold mine….
Workflow Milestones
You can use the Discovery Studio to capture practically any business data or action for more surgical process improvement - even across users and departmentsTag specific work processes for task time measurement and bottleneck isolation
Capture specific customer intent, data changes and account actions for Big Data /marketing input
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Data
KnowledgeInformation
Wisdom
Adding Value
Contextualized
CategorizedCalculatedCorrected
Condensed
Adding Value
ComparisonConsequenceConnections
Conversations
Adding Value
ComparisonConsequenceConnections
ConversationsAdding ValueAction-oriented
Measurable efficiency
Wiser decisions
Faster Filtering and/or Larger Sampling
Big Data to Big Impact
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
How Discovery works
Desktop Activities• Session start/end• System Information• Active Window (focus
change)• Web page loaded• Copy/cut• Print screen• Workstation lock/unlock• Workflow Milestones• Custom Data from Any
Screen
Data• Collected in a
Database• Shared Network Drive• Local Flat Files• Web Service Enabled• On- or Off-Premise
Reporting• Real time, Historical• 3rd Party WFM/PM System
StoreCapture Analyze
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
So you can know…
ProcessesPeople Technology
How employees actually work
Steps, sequence and points of
failure
System, application usage and
responsiveness
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Isolate Where & Why processes ‘break’
Start Submit Claim
Review Small Claim
Check Fraud HistoryReview Credit
Claim > $500
Claim < = $500
Review Large Claim
Pay Claim Sub Process
Send Thank You Letter
Wait for Report & Estimate
APPROVE
End
REJECT
Send Rejection Letter
Simple Claims Process
Bottleneck: 48% of the Claims are in this step at >21 days. Drill down with Business Process and Data Monitors to find out Why?
Application Response: Employees wait for screens to refresh while navigating application.
Training: Employees are not following steps using best practices.
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
ID ‘weak’ points – Manual or Missing steps
Create Case Assign Case Customer Lookup
Active Contract
Expired Contract
Website
Phone
Troubleshoot Problem
New Contract Sub Process
YES End
NO
Contract Status?
Purchase Contract?
Dispatch Sub Process
UNRESOLVED
RESOLVED
RESOLVEDSimple Customer Service Inquiry
PCI Compliance: Credit card information is not masked for all users.
Manual Process: Employee searches 2 different customer databases for status and contract details.
Missing Process: CRM not updated consistently after technician completes work.
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Customer Requests Reservation
Take Reservation Details
Send Credit Details to Agency
Provide Reservation Confirmation
Check Room Availability
Provisionally Book Room
Customer Rejects
Room Booked
Take Customer Details
Credit Accepted
Email Confirmation
Cancel Provisional Reservation
Notify Customer of Credit Problem
Deny Reservation
Yes
Yes
No
End Interaction
Review QuoteWith Customer
Calculate Room Price
Notify Customer of Inavailability
No
Is Room Available?
Customer Agrees to Terms?
Credit OK?
No
Yes
Hotel Reservation Process
Rework: Missing data field before release of work item or order to other departments.
Avoid Rework
Load & Know Examples
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Business Use
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
User Activity
Lee Sue Rick Peggy Charles Helen Sharon Steve Richard0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
User Activity for 9/16/2013
Business Use Unapproved Business Use Personal Use Unapproved Personal Use
Unclassified Idle Time Group Average Business Use
Use
r A
ctiv
ity a
s %
of
Shif
t
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Application Usage
Word
Excel
Outlook
Salesforce.com
Knowledge Base
Inventory Mgmt
Service Scheduling
Siebel CRM
Facebook.com
Amazon.com
Youtube.com
LinkedIn.com
0
20
40
Comparative Usage
Group Average Neil
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Applications UsedUsage Activity by Application class
Approved Business Use
Unapproved Business Use
Approved Personal Use
Unapproved Personal Use
Unknown Application
Unapproved for Personal Use
Youtube.com
eBay.com
Solitaire
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Cut/CopyGroup Total
Word
Excel
Outlook
Salesforce.com
Neil
Jim
JohnTony
Mike
0
50
100
Cut/Copy by User and Application
WordExcelOutlookSalesforce.com
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
System Restarts
16-Sep
17-Sep
18-Sep
19-Sep
20-Sep
0 50 100 150 200 250
Total Minutes lost to Reboot by Shift
Total Minutes Lost for Reboot
Word
Excel
Outlook
Salesforce.com
Siebel CRM
Facebook.com
Amazon.com
Youtube.com
eBay.com
Solitaire
LinkedIn.com
Flickr.com
0 5 10 15 20 25 30 35 40 45 50
Last App Used before Reboot
Total Reboots for Period
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Time Lost for System Restarts
Neil
Tom
Mike
Keith
Jim
Tony
Hal
Jon
John
0 20 40 60 80 100 120 140 160
Time Lost for Reboot
16-Sep 17-Sep 18-Sep 19-Sep 20-Sep
Minutes Lost for Reboot
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Website Response Time
8:00-9:59am
10:00-11:59am
12:00-1:59pm
2:00-3:39pm
4:00-5:59pm
0 5 10 15 20 25
Average Web-Site Response Times- 9/16/13
WebPortal.com MSNBC.com Bloomberg.com IntranetSite.com CNN.com LinkedIn.com Salesforce.com
Seconds to Load
Load, Tag & Know Examples
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Journey, Rep and Account Level Insight
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
User Detail Report – Out of the Box Value
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Available for Production?
The average user registered an Idle status (no keyboard or mouse activity for a minimum of 5 minutes) 4.4 times per day,
when Available. Re-allocation of this accumulated time from Available to Unavailable increases Shrinkage to 45%
“Leakage” represents a significant area of opportunity for better Operational Management
Billed vs Required Staff
Difference from Actual of 84 FTE x $29K per or $2.48m annualized.
BPO ‘Leakage’ Insight and Value
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
RESULTSSOLUTION
Bank mortgage origination
CHALLENGES
• Online mortgage applications taking over 4 days on decision to approve/not approve client
• Losing customers to other banks due to wait and worry
• Ran Desktop Analytics solution to determine automation opportunities
• Integrated and automated transfer of data from web-based application into back office decision support systems
• Automated logical routines and prepped for manual review of key application items
• Reduced manual back office steps by 97% (editor function vs author)
• Each application was clean for underwriting review within 57 seconds versus 12 minutes
• 100% error free information pass to underwriting
• Average turnaround time to customer dropped under 2 days
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
RESULTSSOLUTION
Fraud detection & prevention
CHALLENGES
• Manual review for potential fraudulent bank card use
• Ran Desktop Analytics solution• Isolate ‘true’
process and ‘best’ process
• Automated the determined ‘best routine’ across 12 machines for automatic detection and initiation of a phased limiting of card power
• $150K total solution cost
• $24M in annual fraud coverage reduction
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
RESULTSSOLUTION
Bank Account Opening – High Volume
CHALLENGES
• Manual, complex processes with numerous decision steps & a long training cycle
• Dozens of screens, hundreds of fields for each account type
• High error & reprocessing rate to do research and data correction
• A Smart Agent Desktop allowing for real-time process intelligence and automation as well as single sign on
• Specific automations to accelerate processes such as customer search, caller authentication, card and account maintenance, order checks and interaction/transaction wrap up
• Over 50% velocity (productivity) increase across the department
• Continuously capturing business process events and milestones for operational insight
• Initial indication of error and rework reduction over 20%
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
DMG – Key Back Office WFO components that DA helps
Real-time work allocation by employee, task and SLA
• Must take backlog into account
Workforce Management to schedule staff based on service and cost goals (x% complete in Y hours)
Performance Management for quality control at the task/activity level to ensure First Time Yield and/or facilitate training , process redesign or automation
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
DMG – 2013 DA Report Highlights
The benefits of DA are substantial, quantifiable and can save users time, money and customers:
As of the end of July 2013, DMG Consulting estimates there were
993 front and back-office customers using DA, an
increase of 103.9% since 2010.
The DA sector is expected to grow by 20%, 25%, 25%, 30% and 30% in each year
between 2013 and 2017, respectively.
These numbers may be conservative if DA
really catches on in the back office, which
employs three times more people than the contact center sector.
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Thanks!
o In 20 minutes we covered 24 ways to use DA to get Back Office Done Better
oQuestions or Live Demo Requests owww.ciceroinc.com