Collaborative Customer Interaction ManagementPowered by IBM Case Manager

David Caldeira - IBM Director, ECM Products and Strategy

Scott Siegel - Capgemini North America Delivery Leader,

Enterprise Content & Online Practice

New market demands for achieving better business outcomes require new approaches

▪ Higher customer service level expectations

▪ Increased costs and risks from unpredictable processes

▪ Greater demands for productivity amid complex decisions

▪ Limited ability to respond to market dynamics

▪ Departing and diminished workforces

…in all industries

What Capabilities Facilitate Complex Customer Service Resolution?

3

Complex customer service requests can take multiple forms and span beyond a phone call, demanding the participation of multiple business areas and spawning numerous tasks to achieve the right

business outcome

Complaints Disputes Incidents Requests Feedback

Case Ownership Owner and team assignment including appropriate data/documentation

Task Management Drive tasks, manage approvals, combine human and automated actions, or even split cases based on current status

Case Information Interact with external systems and applications (e.g., CRM, IVR, commerce, ERP) for required data exchange

Escalate Enable escalations that may either increase the priority of the issue or reassign the issue and management of the case

Service Levels Audit progress, provide real time risk and business metrics, and retain the decision path taken to achieve the outcome

Customer Communications Generate and receive communication with the customer

Complete History Maintain a history of the customer’s issue – including integration with customer records

Deep Insights Analyze information within customer cases to derive insight and detect patterns that can help identify causes of service issues

Guidance Help guide and suggest appropriate actions and tasks to customer service representatives to optimize outcomes

Information to Make Better

Decisions

Support Knowledge

Work

Business Can Take Control

Optimize Case

Outcomes

An Advanced Case Management Solution for Better Customer Service: IBM Case Manager

IBM Case ManagerInformation to Make Better Decisions

• Capture and activate information in the context of a case

• Comprehensive, configurable case infrastructure

• 3600 view of all case information

• Content is critical for decisions, as evidence in the case and a source for deeper insight

• Persistable with lifecycle management. Available for audit, compliance or legal review

IBM Case ManagerSupport the Way Knowledge Workers Work

• Knowledge work that in decision intensive - content supports decision making

• Dynamic and unpredictable work (emergent processes and ad-hoc tasks)

• With authorization, case can be accessed and acted on by anyone at anytime from anywhere

• Collaborative and social activities

• Supported by enterprise processes and rules

Creative Work: Creative thinkers observe, experiment, take risks, communicate…content, like art, is often the result of a creative process…

but it’s how it is used, perceived and interpreted that brings the value.

IBM Case ManagerFocus on the Case Outcomes

• Visibility at the case level

• Patterns across all cases

• Dashboards and reports

• Insight from content (content analytics)

• Guidance or recommendations for successful outcomes

• Business-driven solutions

• Rapid time-to-value

• Agility and flexibility to adopt to change

• Accelerators and templates

• Business and IT collaboration

• IBM and Partner solutions

IBM Case ManagerBusiness Can Take Control of their Case Solutions

IBM Case Manager

3600 View of Case Investigations

Analytics Solutions

A Teachers Retirement Benefits Provider Improving customer intimacy and services levels

Benefits •Increase effectiveness by providing knowledge workers information to make quick decisions

•Visibility and flexibility in responding to customer requests

•Improve speed-to-market for new products •Optimize existing investments

The need

• Enhance customer intimacy and streamline service requests

• Improve customer service across pensions, insurance, brokerage, and trust areas

The solution

• IBM Case Manager provides flexibility and integration for Institutional Plan Management

• Integrates with existing rules and enterprise content management investments

• Incorporates a single design tool, allowing business analysts to interact with the LOB

• Provides visibility into transactions through role-based mashups

Collaborative Customer Interaction Management

© 2013 IBM Corporation 11

12

Who Delivers the Customer Experience?

Aberdeen Next Generation Customer Experience Management Benchmark, 3/1/2013 http://aberdeen.com/Aberdeen-Library/7092/RA-customer-experience-management.aspx.aspx

13

What Drives Customer Experience?

Aberdeen Next Generation Customer Experience Management Benchmark, 3/1/2013 http://aberdeen.com/Aberdeen-Library/7092/RA-customer-experience-management.aspx.aspx

The challenge

• Constant pressure to improve Customer Service in a very competitive environment. !

• Difficulties to have a comprehensive and actionable vision of the always more abundant data of a customer. !

• Customer expectation to be treated as an individual, not a profile. !

• The pace of the market increases, forcing companies to improve their responsiveness to change to keep their customers.

Solution at a glance

• Capgemini Collaborative Customer Interactions solution makes Customer Service more efficient, flexible and centered on business value.

• Built using the IBM Case Manager platform, it offers a complete set of accelerators to handle business processes and documents related to customer relationship management

Mains Use Cases

• Identification !

• Enrollment !

• Scope extension !

• Service requests !

• Loyalty management !

• Customer retention

Features• Connectivity with CRM legacy systems

– such as Siebel, MS Dynamics, SAP, Coheris

!• Completeness check

– to verify that information required to handle tasks within a case is available !

• Customer interaction scripts – to guide the knowledge worker in case

handling, through standard scenarios applying to the case context

Features

• Access to archived customer documents – to allow knowledge workers

to retrieve customer related documents that may not be attached to the case

!• Multichannel interaction

management – to interactively compose,

update and archive correspondence documents

Features• Complaints analysis

– semantic analysis of the unstructured data composing a complaint, detection of trends, correlation and patterns

– to help Customer Care Manager to gain insights on their customer, products and services

• Activity monitoring – dashboards and KPI aligned with process templates – to help supervisors manage Customer Service Front and Back

Office activity • Solution templates – Prebuilt, configurable and extensible

– Data and security models – Process templates – UI and dashboards

Who Can Benefit?• Companies providing high-value goods or complex services to a

wide base of consumers (returning customers) !• Business Roles

– Customer Care Service Manager – Customer Experience Manager – Marketing – Product Management !

• Industries – Consumer Package Goods – Telecommunications – Utilities – Transportation

Financial Services Banking Insurance Local government

Solution Demo

• Go to <<<>>>> from your mobile device or log on to <<SmartSite>> at any Kiosk at the event:

• Select the Survey icon

• Complete the surveys for the sessions you attended

• Submit your feedback

© 2013 IBM Corporation

We appreciate your feedback. Please don’t forget to fill out your evaluation

Thank you for joining us!

54

▪Schedule an Executive One-on-One ▪Spend time with a subject matter expert at Meet

the Experts ▪Set up your Twitter account at the Social Media

Command Center ▪Sign up to be a reference at our Client Reference Lounge ▪Participate in our Hands-on Labs and Certification Testing

Find out more…

• IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal without notice at IBM’s sole discretion.

• Information regarding potential future products is intended to outline our general product direction and it should not be relied on in making a purchasing decision.

• The information mentioned regarding potential future products is not a commitment, promise, or legal obligation to deliver any material, code or functionality. Information about potential future products may not be incorporated into any contract. The development, release, and timing of any future features or functionality described for our products remains at our sole discretion.

• Performance is based on measurements and projections using standard IBM benchmarks in a controlled environment. The actual throughput or performance that any user will experience will vary depending upon many factors, including considerations such as the amount of multiprogramming in the user's job stream, the I/O configuration, the storage configuration, and the workload processed. Therefore, no assurance can be given that an individual user will achieve results similar to those stated here.

56© 2013 IBM Corporation

© IBM Corporation 2012. All Rights Reserved. !

IBM, the IBM logo, ibm.com are trademarks or registered trademarks of International Business Machines Corp., registered in many jurisdictions

worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the Web at

“Copyright and trademark information” at www.ibm.com/legal/copytrade.shtml.

Copyright and Trademarks

57© 2013 IBM Corporation