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© Integritie 2016
Knowledge Capture is powered by
• IBM FileNet Content Manager
• IBM Case Foundation
• IBM Case Manager
• IBM Content Analytics
• IBM Enterprise Records Manager
• IBM Content Manager OnDemand
• IBM Content Manager
• IBM e-Discovery
• IBM Datacap
• IBM i2
• Knowledge Capture Online®
• SMC4 Social Media Management
Chairs:
Michael Veenswyk CEO
James Gannaway Director of Products and Solutions
Samantha Cornborough Director of Complaints Management
eMail [email protected]
www.integritie.com
www.smcapture.com
www.kc-ol.com
Confidential to Integritie
8.9.2016
Complaints ManagerPowered by IBM Analytics
Knowledge Capture – Information Capture, Control, Compliance and Communication
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© Integritie 2016
Complaints
The Commercial Issue
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Complaints Management: Definition of a Complaint
Which can include:-
1. Alleges that the complainant has suffered (or may
suffer) financial or other loss, material distress or
material inconvenience; and
2. Relates to an activity of that respondent, or of
any other respondent with whom that respondent
has some connection in marketing or providing
financial services or products, which comes under
the jurisdiction of the Financial Ombudsman
Service as well as other Regulatory bodies.
Any oral or written expression of dissatisfaction, whether justified or not, from, or on
behalf of, a person about the provision of, or failure to provide, a service or a redress
determination.
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© Integritie 2016
Complaints can be Positive – Leverage the issue for Success
1. Provides the opportunity for Service Recovery and Customer Longevity
40% Increased Customer Spend – Result of Brands using Social Media to engage their
customers and acknowledge complaints
15% Churn avoided - Failure to respond can lead to 15% customer churn
2. Identifies gaps in Policy, Process and Procedure
E.G. – McVitie’s customer complaints - Inadequate packaging (biscuits falling out of cupboard)
Issues caused by new Recipes (crumbly biscuits)
Product Contamination (Weevil eggs!)
3. Tests internal Systems and Processes
E.G. O2 Telefonica - Reduced average response time from 5 to 2 days
through using KC Complaints Manager
4. Brand Protection
5. Complaints are (FREE) Gifts
Free direct customer communication
Free market research – without cost of conducting Surveys
Data Sources: Bain & Company, Gartner, White House Office of Consumer Affairs
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© Integritie 2016
Challenges of Social Media
The Facts:
• Social Media has become the mainstream tool to vent
• 67% of Consumers use Social Media for Support
• 2015 saw an 8-fold rise in Social Media Complaints
The Challenges:
• More than 2 billion active Social Media users worldwide
• 80% of Fortune 500 companies and SME’s are active on
Facebook and Twitter
• 72% of Consumers expect a Brand to respond to their
complaint within 60 minutes
• Most companies lack tools to capture and address
inbound complaints, especially from Social Media
and the Risks…
Examples:
Receive 9000 Tweets per week
Receive 1000 Tweets per day
Data Sources: J.D. Power and Associates, Institute of Customer Service,
We Are Social - "Digital in 2016", Fortune 500, Lithium Technologies
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© Integritie 2016
Risks of POOR Complaints Management
Data Sources – FCA, Ofgem, CFPB, FERC
£117 million finefor failures to handle PPI complaints in 2015
£72 million fine for failing to minimise risk of financial crime
in 2015
£6 million finefor reasons inc. providing inaccurate
information to FCA and failure to correct this
for 4 months in 2015
£2.8 million finefor PAS for poor complaints handling of mobile
phone insurance policies sold by Phones 4u Ltd
in 2013, both companies now in administration
£18 million total finesfor reasons inc. failure to record,
handle and process complaints
effectively in June 2016
£26 million total finesfor reasons inc. failure to record, handle and
process new, unresolved and repeat complaints
effectively in Jan 2016
£905 million total fines
£3.95 billion in Redress issued by the regulator in 2015
$727 million in redress
$20 million fineIssued by CFPB in 2014
£67 million in Redress
£5 million in Fines Issued by the regulator in 2015
$645 million in penalties Issued by the regulator from 2007-2016
$700 million in redress Issued by CFPB in 2015
$1.42+ billion in redress
$700+ million in fines & refundsIssued by the regulator between 2012-2016
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© Integritie 2016
Their Challenge…
O2, part of the Telefonica Group, faced huge challenges in managing the expediential
growth and management of Social Media, customer letters, and email communications,
impacting the time required to reply to customers.
It was clear to O2 that automation of the call centre and a communication capture
process was required.
The Solution…
Leveraging KC Complaints Manager, O2 improved the customer service provided to their
millions of customers, and reduced service costs in the process.
Response time reduced from 5 to 2 days, increasing their ability to manage customer
correspondence by 100%.
Saved 100’s of hours per week in processing time via automated capture of inbound
communications, automatic case creation and use of workflows.
KC Complaints Manager used by over 7,500 O2 staff across 12+ locations
The Solution: O2 Telefonica – Case Study
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© Integritie 2016
Who has the largest issues of Complaints?
Any Company high volume consumer relationships
Banking
Insurance
Telecommunications
Utilities – Gas, Electricity, Water
Consumer Brands – Food & Beverage
Central & Local Government
Retail
Travel & Transport
Hotels & Restaurants
Healthcare
Broadcasters
Who to Contact
Customer Service Director
Director of Complaints
Chief Marketing Office (CMO)
Head of Customer Services
Head of Consumer Customer Care
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© Integritie 2016
What is
Knowledge Capture®
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© Integritie 2016
End-to-End Complaints Capture and Resolution Solution
Watson ICAContent
& Sentiment
Analytics
Capture
Unstructured
Communications
Reporting &
DashboardFileNet BPMComplaints Workflow
Capture
Structure Data
From Legacy
Applications
1
3
4
2
5
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© Integritie 2016
Demonstration 1
Automatic Analysis, Capture and
Classification of a Complaint into Case Manager
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© Integritie 2016
Knowledge Capture – Central Data with Customised Skins
Bespoke Applications
• Accounts Payable• Human Resources• Anti-Counterfeit• Complaints• Claims
Reporting and Dash Boards Mobile Applications
Knowledge Capture® (KC) is a content capture and management application,
powered by IBM ECM, i2 and Watson software
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© Integritie 2016
IBM Analytics Software Stack – OnPremise or in the Cloud
Knowledge Capture® is powered by the following IBM Software stack
• Knowledge Capture is powered by
• IBM FileNet
• IBM Case Foundation (workflow)
• IBM Case Manager
• IBM Content Analytics
• IBM Enterprise Records Manager
• IBM Content Manager OnDemand
• IBM Content Manager
• IBM e-Discovery
• IBM Datacap
• IBM i2 Analyst Notebook
• IBM i2 iBase
• IBM i2 IAP
• IBM i2 EIA
• Knowledge Capture®
• SMC4 Social Media Management
OnPremise At the Customer or in the Cloud
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© Integritie 2016
Some of Integritie KC Online Cloud Customers
The Integritie Software Cloud has contracted many Bluechip Multi-Year Contracts
Attached are some of our many KC Online Customers
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© Integritie 2016
Integration of
Watson and Case
Show Knowledge Capture SMC4 leveraging
Watson Analytics to Manage Complaints
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Complaints Keyword and Phrase Analysis
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Complaints Content Sentiment – Not Dictionary Words
Companies need solutions that can capture the ‘sentiment’ of a customer’s communication to classify and prioritise data
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Complaints - Identifying Phrases
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Complaints - Sentiment Recognition
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Demonstration 2
Response to Customer Complaint from Case Manager
and Automatic Response
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Differentiation of
Complaints Manager
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Differentiation of the Complaints Case Management Application
Automatic
Capture of
Complaints
Automatic Creation
of Complaint
in Case Manager
Complaint Real
Time Dashboard
and Reporting
All inbound and outbound data is automatically captured and processed in Case Manager
KC receives all digital complaints channels; such as Social Media, SMS, Telephone Voice, email, physical mail, web page feedback, faxes. Providing a single holistic view of a total complaint
All inbound and outbound communications are automatically analysed, classified, prioritised and automatically routed to Case Manager for resolution
Cases are automatically created in Case Manager, automatically extracting content from the inboard channels and messages
Agents can then process each complaint, following pre-defined processes through to resolution
All data in the case management system is viewable within real-time dashboard reports
Enabling detailed investigation and classification of complaint reasons, types, causes, volumes, and other reporting views of interest
Automatic
Complaint
Content Analytics
KC Captures Messages
1KC
Multiple Channels
2
KC Analysis
3 KC Classify
and Prioritise
4KC
Create Case
5KC
Process Case
6
KC Reporting
7
IBM Case Management Provides an end-to-end capture to resolution complaint application
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KC Automatically Defines the Sentiment Analytics
Dictionary words are too basic to understand the sentiment of a complaint.
Leveraging our Knowledge Capture® content analytics application we automatically -
read, translate and prioritise the Sentiment of each complaint.
Knowledge Capture® automatically understands the sentiment of words and sentences,
such as ‘Treated’ related to a Complaint:
I have been treated badly by your employee
I've been taken into hospital and they've
treated me for appendicitis
I treated my kids to an ice cream
• Annoyed
• Awful
• Complaint
• Fed up
• Frustrated
• Rude
• Sick
• Terrible
• Treated
• Unhappy
Dictionary Words Knowledge Capture® automatically classifies and
decides if each communication is a complaint
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© Integritie 2016
Automatic Workflow Rules for Complaints
Medium Complaint Risk
High Complaint Risk
Low Complaint Risk
Classified as a Complaint and automatically sends to
Case Manager for action
Knowledge Capture® Automatically defines the level of risk and priority
Knowledge Capture® Automatically transfers the complaint to the workflow queue
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Automated Capture and Classification
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Automatically Receives and Controls Complaint Communications
Change
of Address
Mortgage Application
Deleteinappropriate
Content
Complaints
Open Account
Knowledge Capture automatically analysed and categorised in seconds
Sentiment of
content is
automatically
analysed and
categorised
Communication
content is analysed
by KC using natural
language processing
The Communication
is flagged for the
appropriate
Workflow Queue
Knowledge Capture
Automatically Receives
Communications
KC Automatically Releases into Appropriate Workflow
KC Analyses and
Translates
Communication
Account Query
IBM Case Manager
Work queue
KC Content Analytics automatically reads each complaint and assigns each complaint to Case Manager
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© Integritie 2016
How Case Manager
Complaints Works
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KC Provides a 360 Degree view of every Complaint Case
ImagesGeo Location Mapping
Checklist ActionsCase Details
Social View
Case Searches
Content Analytics
History
Dash Board Reports
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Image Capture
And Digital Mail Room
End-to-End Complaint Capture and Secure Access
eMail and PC files
Print Output
- Statements
- Reports
Content Manager
Windows/Linux/z/OS
Old ECM Systems
Shared Folders
CD’s upload
Secure Access to Information from
• Your legacy business applications
• Business Process Applications
• Smart Phones and Tablets
• Call Centers
Social Media
and SMS
Retail Web
information
Enterprise Wide
Secure AccessCall Centre
Secure Access
Web / Smart Phone
Secure Access
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© Integritie 2016
Demonstration 3
Full Case Management Features and Functions
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Reporting Dashboards
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Demonstration 4
Reporting Dashboards
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© Integritie 2016
Multi Channel Complaints Management
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© Integritie 2016
How IBM Reps
And Business Partners
Are Paid
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© Integritie 2016
Integritie Sell IBM SW via IBM Passport Advantage
The Complaints Application is sold using IBM Passport Advantage
Software, ensuring recognition of C and F recognition
Integritie can sell using IBM Fixed Term Licencing Software (OnPremise and in the Cloud)
or
Integritie can sell with standard PPA part numbers
The IBM sales rep is made whole for each sale
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© Integritie 2016
Target Markets
All Consumer Industry Contacts
1. Banking
2. Insurance
3. Telecom
4. Utilities
5. Travel
6. EntertainmentWho to Contact
1. Customer Service Director
2. Complaints Manager
3. Chief Marketing Officer (CMO)
4. Head of Customer Services
5. Head of Consumer Customer Care
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© Integritie 2016
How We Can Help You Sell
Case Management
Complaints
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© Integritie 2016
Sales Mobilisation Proven Methodology
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© Integritie 2016
Integritie Proven Partnering Sales Process
Integritie assist our partners to sell, deliver and support, offering the following assistance;
1. Integritie help to understand, develop, and document customer requirements
2. Integritie provide customer tailored demo's, excellent WebEx facilities, we provide generic
or customized specific customer demonstrations (show customers the art of the possible)
3. We can help write bespoke end customer proposals, including;
Winning Executive Summaries aligned to our solutions
Technical design and architectures
Total technical services needs
Total scope of work definition
Systems assure the end solution
4. Integritie can provide after-sales Helpdesk Technical Support, ensuring a long term
successful solution
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© Integritie 2016
Next Steps
eMail us your Top Three Customers in these industries:
1. Banking
2. Insurance
3. Retail
4. Utilities
5. Telecommunication
And we will run a Complaints Audit Report for you to share with
your customer, email to:
eMail: [email protected]
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© Integritie 2016
Integritie Contact Points for Sales Assistance
For sales assistance please contact:
IBMers Contact
Contact
Samantha Cornborough
Complaints Product Manager
Integritie
eMail: [email protected]
Check out our Website: http://www.kc-ol.com/ibm/case-manager-complaints
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© Integritie 2016
Questions
Emailed questions:
• How did you link Facebook and Social Media sites to Watson?
• How is Watson integrated to Case Manager?
• Will Customer Agents still need access to the businesses’ Social Media
profile log-ins? Traceability by user?
• -
Webinar Questions –
• x
• X
Please email any further questions to:-
eMail: [email protected]
