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2014 Customer Service Benchmarking Data Review Conference. Self-service and MultiChannel Integration. May 14-16, 2014 Nashville, TN. Agenda. Guidelines Review Key Measures Anomalies, Issues, Outliers and Corrections Next Steps. Customer Service Benchmark Study Organization. - PowerPoint PPT Presentation
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Self-service and MultiChannel Integration
May 14-16, 2014
Nashville, TN
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2014 Customer Service BenchmarkingData Review Conference
Agenda
◼ Guidelines Review
◼ Key Measures
◼ Anomalies, Issues, Outliers and Corrections
◼ Next Steps
Customer Service Benchmark Study Organization
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CS Support and CS ITCS Support and CS IT
Customer Contact• Contact Center• Local Office• Self Service• Contractors• Credit Inbound calls
Customer Contact• Contact Center• Local Office• Self Service• Contractors• Credit Inbound calls
Back Office•Billing•Billing Field Policies•Payment Processing
Back Office•Billing•Billing Field Policies•Payment Processing
Field Service• Change of Account• Billing Field Orders
(meter investigations)
• Credit Field Orders• Order Management
Field Service• Change of Account• Billing Field Orders
(meter investigations)
• Credit Field Orders• Order Management
Meter Reading• Manual• Mobile AMR• Fixed Network AMI
Meter Reading• Manual• Mobile AMR• Fixed Network AMI
Revenue Management• Credit Office and
Outbound calls• Credit Field and Inbound
Contact Policies• Revenue Protection:
Office and Field
Revenue Management• Credit Office and
Outbound calls• Credit Field and Inbound
Contact Policies• Revenue Protection:
Office and Field
Customer Life-cycle: Meter Set to Cash Measures, Policies & ProcessesCustomer Life-cycle: Meter Set to Cash Measures, Policies & Processes
Employees: Safety, StaffingEmployees: Safety, Staffing
Customer: Customer Satisfaction, First Contact Resolution, Customer ExperienceCustomer: Customer Satisfaction, First Contact Resolution, Customer Experience
Areas excluded:◼ Energy Audit/Energy
Efficiency Group◼ Meter Change-out◼ Account Executives
Self Service and Multi-Channel Background
As part of the core questionnaire, we want to survey Self-Service Channels and innovative ways companies and customers are interacting with one-another.
As companies evolve these solutions, greater levels of integration are required among and between key systems.
We are interested in investigating and understanding the integration between the CIS (Customer Information System) and self-service mechanisms (including both company generated and customer generated communications) These include:
• IVR, Web and other self-service options or other newly expanding means such as social networking, use of SMS/Text, Mobile Apps etc.
• Areas covered could include outage notifications, service appointments, collections, energy usage notifications, program enrollments, bill presentment etc.
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Self Service Integration with the CIS
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Self-service interaction: much of what we ask about in self-service includes IVR, Web, E-mail, Fax, Kiosk etc., and we add “social networking” and outbound/ informational communications that allow for self-service and customer information
Outbound (proactive) contacts: build upon existing outbound data and information captured currently to understand:o What companies are doing to innovatively reach
customers using outbound (calling, text, email programs, appointment scheduling/confirmation etc.)
CIS Integration: Some focus on how Line of Business applications (billing, trouble, knowledge databases etc) above are integrated with the CIS for better (effective, efficient, responsive) service delivery
Social networking/ Mobile:o Which sites are being used for
what activitieso Plans for expansion or addition,
integration with other key systemso Impact on other channelso Costs associated (mainly in terms
of staffing, technology)o Success storieso Mobile App development and uses
2014 Topic Areas for Self-Service and Multi-Channel Integration (section SS)
◼ Self-Assessment (Self Service)
◼ Self Service Tracking
◼ Transaction Processing Capability
◼ Social Media Usage
◼ Customer Self-service Integration Efforts (Excluding Social Networking)
◼ Outbound Service And Communications (Outage, Credit, Billing, Appointments)
◼ Mobile applications
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Self-Service 2nd Draft Self Service Integration Scan (Section SS)
Several companies are yet to enter any data
Anomalies, issues, outliers and Corrections
Self Service and Channel Integration
SS.15 Transaction Processing CapabilityExample: How to Complete
Completing SS.15-1.If the self service transaction is offered, “check”.2.If that same transaction can “complete without manual intervention”, also “check”3.For the transaction to be checked “complete without manual intervention, must also be offered
Should be x
x
x
x
x
x
x
x
x
Means--Yes, its offered in the web but requires manual intervention to complete
Usage AND PERFORMANCE INFORMATION TRACKED WHILE THE CUSTOMER IS IN THE IVR
This type of data can be helpful in understanding how to address repeat calls, transfers, opt outs etc…
COUNTING TRANSACTIONS FOR PURPOSES OF MEASURING 'SELF-SERVICE
It also helps us understand what companies consider “completed” transactions…Co. 20, 22, 24, 29, 30, 36 should look to complete this section
Issues found: Self Service and Multichannel
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Page # Q # Primary Issue Who
ALL Section not started. Please review and complete Co. 20, 24, 29, 30, 36
5, 6, 7, 8, 9
SS5-13 Self Service Tracking questions should be completed by all companies Co. 20, 22, 24, 29, 30, 34, 36
10-13 SS15 Transaction Processing Capability, please check to ensure the matrix has been completed properly
Co. 25, 26
Status
13Based upon “completion reports” run on May 9.
• Minutes from this meeting will be available by May 23.• Next Deadline is June 2. This draft will be your last chance to see how your
data compares before the final report, so you need to have all of your data input and correct at this time. The final deadline is for ensuring all of your data is correct.
• Your data coach will help you finalize your data.
Further Breakout… Self Service Multichannel Integration
Based upon “completion reports” run on May 9.
Self-Service and Multichannel Integration
Organization Answered Not Applicable Unanswered
Central Maine Power 19 13 1
CPS Energy 6 1 26
DTE Energy 33
Entergy 29 4
Exelon - BGE 33
Exelon - ComEd 26 6 1
Exelon - PECO Energy 21 11 1
Hydro-Québec 33
New York State Electric & Gas 27 6
Oncor Electric Delivery 26 7
PSE&G 1 32
PSE&G Long Island 33
Rochester G&E 25 8
Tacoma Public Utilities 21 12
We Energies 33
Westar Energy 30 3
Total 231 71 259
Thank you for your Input and Participation!
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