dgi 6 29 webcast draft slides final_v2
TRANSCRIPT
© 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
Twitter: @kevin_paschuck