dgi 6 29 webcast draft slides final_v2

© RightNow Technologies, Inc.

*Kevin Paschuck, Vice President, Public Sector, RightNow Technologies

*Johnna Strahle, Manager, Correspondence, Navy Federal Credit Union

*Gilbert Guillen, Communications Team Lead, Office of Electronic Services, Social Security Administration

Customer Service Experiences Delivering Great

in a Secure Government Cloud

© RightNow Technologies, Inc.

Kevin Paschuck

Vice President, Public Sector

Customer Experience Delivering

in the Cloud

Meet Sam

A.K.A.

Mr. Directorof Customer Service

Sam lives in …

He takes the …

and enjoys …

Sam cheers for …

Sam is Great at …

Leading People

but lousy at …

Customer Service

contact centerlooks like …

Sam’s

His websitelooks like …

when itShould look like …

to makeMatters worse …

Infrastructure costs are high

Samdoesn’t know

any better.

Sam, meet Diane.

Ms. Managerof Customer Experience

Diane also lives in …

commutes on …

and cheers for …

Diane is alsogood at …

LEADERSHIP

but is great at …

CustomerExperience

why?

she understands…

3 EXPERIENCES THAT MATTER

Benefits of Cloud Computing

The RULES ofbusiness have CHANGED

Let’s take a look

WEB EXPERIENCE

Establish a Knowledge Foundation

SOCIAL EXPERIENCE

What is Social Media?

Listen and Participate

Connectand

Engage

Support Community

Innovation Community

Social Experience Designer

CONTACT CENTER EXPERIENCE

Empower Frontline Employees

Multi-ChannelChoice

Offer

Listen to your Customers

Design Seamless Experiences

Measure and Continuously Improve

Cloud Computing

“The cloud will do for government what the Internet did in the '90s…Rather than owning the infrastructure, we can save millions.”

- Vivek Kundra, CIO

5 Pillars of IT Transformation

1. Citizen Engagement

2. Cost Reduction

3. Secure Computing

4. Innovation

5. Transparency

Characteristics

On Demand Service

Shared IT Resources

Dynamic Scalability

Device Independence

Subscription Service

Innovation

Lower Cost / Greener

Running Instantly

Deploy on any Client

Pay for Actual Usage

Benefits

Private(Community)

The Cloud

Public

Hybrid

Software-as-a-Service (SaaS)

Platform-as-a-Service (PaaS)

Infrastructure-as-a-Service (IaaS)

Cloud solution must address security challenges … starting point is NIST-853 Moderate

Multi-Tenant / Multi-Version

Upgrade on your schedule not the vendors!

The RULES ofbusiness have CHANGED

SOFTWARE as a Service

Software as a SERVICE

CX Commitment

Results

Expertise Easy to Buy

Cloud Contract Approach

• No Shelfware• Pilots Encouraged• 5-Year Pricing Certainty• No Long-Term Lock Ins• Flex Up / Down• “Roll-Over” Usage• Cash Service Credits • Fixed Price Deployments

Serving Those Who Serve the Nation

About Navy Federal

Not for Profit Financial Institution

Over 3 million members $40 Billion in Assets 200 Offices around the world

Challenge: 24/7 Global Support

24/7/365 service since 1970’s Added secure e-mail in 1998 Social media in 2009 mBanking in 2010

Results

In 2009: 97,484 found answers using “Search”

feature

355,088 secure e-mails 33%, or 83,701, auto-answered 42%, or 73,184, auto routed 56% completed in 24 hrs

Reviewing ~ 2,000 social media posts per month

Next Steps

Adding internal work requests• more complete picture of a member’s

interactions and work in progress• Combined reporting on WHAT member’s

are concerned with across channels Combine with Chat to offer more

options to members

SSA’s Online Answers

Knowledgebase

Social Security Administration | Office of Electronic Services

Meeting public

expectation

Optimize web self-service channel

•Accurate information•Clear information•Current information

•Promote online usage•Deflect phone calls•Reduce increase in office visits

World Class customer service is the primary goal

SaaS used to meet objectives

SaaS

Access anywhere

Flexibility to updateanytime

Flexibility to reconfigure

Review answers yearly

Rotate field staff to get perspective from frontline

Review and respond to user

feedback and ACSI surveys

Review keywords

Writing guidelines for SSA subject matter experts

Review alias

SSA constantly working to improve

Online Answers: serving the public

34 million answered viewed

Most used online service for Social Security

Helps the agency serve the public online

© RightNow Technologies, Inc.

Questions?

Helping Citizens Help Themselves

July 28Via the Webhttp://crm.rightnow.com/ci/documents/detail/2/WCCRM-100728-FORM-HelpingCitizensHelpThemselves

Join us for a webcast to hear real world examples of how government organizations are leveraging web self service solutions to help drive down the cost of supporting customers, reduce the workload at the contact and service center, and enhance the overall customer experience.   

RightNow Summit 2010October 12-14, 2010

Colorado Springs, CO- Broadmoor http://www.rightnow.com/summit/

Future Events

© RightNow Technologies, Inc.

Thank You!

Kevin Paschuck

Vice President, Public Sector

kevin.paschuck@rightnow.com

Twitter: @kevin_paschuck