cognicor corporate summary
Post on 15-Apr-2017
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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
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