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The Accenture Customer Contact Transformation Solution: Winning Customer Market Share through Excellence in Sales and Service

The Accenture Customer Contact Transformation Solution: … · 2015-05-23 · Customer Contact Transformation Solution The Accenture Customer Contact Transformation Solution offers

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Page 1: The Accenture Customer Contact Transformation Solution: … · 2015-05-23 · Customer Contact Transformation Solution The Accenture Customer Contact Transformation Solution offers

© 2003 AccentureAll rights reserved.

Accenture, its logo, and Accenture High PerformanceDelivered are trademarksof Accenture.

The Accenture Customer ContactTransformation Solution:Winning Customer Market Share through Excellence in Sales and Service

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Today’s Business andCustomer RelationshipManagement ChallengesThe Customer Contact Challenge

Companies in every industry have faced tremendous

business challenges over the past couple of years, with

communications and technology companies encountering

more than their fair share. Although some analysts

project that the industry is now poised for a resurgence,

the road ahead still looks bumpy at best: cost pressures

continue to mount, competition over service and price

is intensifying, and customers are clamoring for better

service across more channels than ever before.1

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Many companies now find themselvesin a tight spot: squeezed on one sideby mounting pressure from investorsto boost profitability and reduce costs,and on the other side by the risingcost and complexity of attracting andretaining customers. Spending on thecustomer service function has grownfaster than incremental revenue, andthat’s a trend that cannot continue. To meet these enormous challenges,companies must change their traditional approach to managing customer relationships.

Understanding the CRM InvestmentBecause of a weakened economy and the poor return on capital alreadyinvested, many organizations nowview customer relationship manage-ment (CRM) with uncertainty—evenskepticism. Relatively few CRM programs have failed outright.However, for several reasons, manyhave under-performed:

• Companies have too often put customer satisfaction levels at riskas they work to migrate customerinteraction to lower-cost channels.

• Point solutions and functional silos in organizations have hindered aholistic approach, limiting the impactof customer contact programs.

• Channel legacies are not easilychanged, so investments in newtechnologies have not always delivered bottom-line results. Manytechnology investments (such asvoice recognition software) have notresulted in an adequate return oninvestment because companies haveneglected the processes and proce-dures that the technology supports.

Accenture believes that there are clearrewards for companies that make wiseinvestments in CRM. The fact is thatoptimizing the customer contact function is often the best strategy forgrowing revenue, increasing market

share and protecting customer rela-tionships. In an important study ofmore than 250 companies across sixindustries, Accenture found that whatseparated the best companies fromthe rest could be explained, to a verylarge degree, by customer contacteffectiveness. A typical $1 billion business could add up to $50 millionin profit by enhancing specific CRMcapabilities by just 10 percent. Byachieving the highest level of CRMperformance, that same business could improve its pre-tax profit asmuch as $120 to $140 million.1

Balancing Cost Cutting with Growth Material and sustainable benefits fromcost reduction remain an importantfocus today. Yet companies need

1 Accenture study, “How Much are Customer Relationship Management Capabilities ReallyWorth? What Every CEO Should Know.” For more information, please visit:www.accenture.com/xd/xd.asp?it=enweb&xd=services\crm\crm_thought1.xml

Companies that have teamed with Accenture to deliver a customer contact transformation solution have seen revenues climb by as much as 20 percent and costs reduced by up to 30 percent.

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balance. The choice is not eithercost cutting or growth, but the rightcombination of both. The investmentin identifying, attracting, serving andretaining a company’s most valuablecustomers should not just aim toreduce costs, but to spark more rev-enue growth. To meet these objectives,the Accenture Customer ContactTransformation Solution delivers onfour key customer contact imperatives:

• Grow the business and reduce costsby leveraging customer insight.

• Significantly improve the economicsof sales and service.

• Eliminate funding barriers to createvalue at speed.

• Dramatically increase effectivenessand speed of capability delivery.

Cost Reduction and IncreasedMarket Share: The AccentureCustomer ContactTransformation SolutionThe Accenture Customer ContactTransformation Solution offers new,richer opportunities for developing the customer franchise and increasingbrand value. This innovative offeringcan be implemented in incrementalstages or as a comprehensive trans-formation program. The Accenture solution combines strategy, customerinsight, integrated customer interac-tion channels, operations and valueoptimization into a differentiatedcapability for clients.

The right CRM investments today arecross-functional, end-to-end solutionsthat integrate design, development,deployment and business process outsourcing services. The result: atransformational shift in performanceacross the entire customer contactspectrum, delivered at speed and withless risk, leading to lower costs and

increased market share. With thissolution, Accenture works closely withcompanies to help them more quicklyachieve measurable benefits … settingtargets for which Accenture holdsitself responsible.

Revenue growth and cost reductionthrough a revitalized customer contact function are within reach for every company today. In fact, companies that have invested in theAccenture approach to transformingcustomer contact have seen revenuesclimb by as much as 20 percent andcosts reduced by up to 30 percent.Valuable capital can be freed up witha more variable cost model achievedby outsourcing or co-sourcing non-core components of customer contact.Customer satisfaction, retention and loyalty can be increased as customers enjoy more personalizedexperiences, consistently executedacross multiple touch points.

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The Accenture Customer ContactTransformation Solution revitalizesand integrates customer contact bytargeting five key areas:

• Marketing Integration • Customer Insight • Customer Interaction • Operations • Value Optimization/Deal Shaping

Marketing IntegrationOperationalizing marketing and customer strategy through a value-driven approach One of the keys to effective customercontact transformation today is integration with marketing strategy.Accenture helps clients develop a clearblueprint for value-driven marketingand customer treatment, defining the treatment, measurements andoutcomes that align all activities frommarketing through operations forsuperior economic results. MarketingIntegration components include:

Customer TreatmentDesigning personalized customerexperiences across channels andacross service, sales and marketinginteractions, which can help matchthe right treatment to the preferencesof the customer. Accenture can helpcompanies implement a customer-centric way of thinking, utilizing customer segmentation as the basisfor powerful customer strategies thatpersonalize the experience and reflecta company’s knowledge of, and totalrelationship with, each customer.

Marketing ExecutionIntegrating creative marketingprocesses with those related to dataanalysis, sales and customer service. Accenture helps companies maximizeoverall returns on marketing invest-ments by coordinating marketingacross organizational silos so thatoffers are consistent, and delivered to the right customers.

Customer InsightDriving revenue growth and differ-entiating levels of service throughbetter use of customer information Harvesting and integrating deep cus-tomer insights are also keys to success-ful customer contact transformation.Customer data is often an organization’smost valuable—and most under-utilized—asset. Accenture equips com-panies with the market’s most advancedcapability for developing deep insightinto their customers’ preferences andfuture behaviors, enabling planners to devise customer strategies that dramatically improve campaign returns,acquisition and retention rates, sellingeffectiveness and customer margins.Customer Insight components include:

Integrated View of CustomerIntegrating different customer databases and enhancing them withrelevant external data to develop asingle view, and providing a basis for defining optimal customer treatment.Accenture can help deliver complete

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and accurate data to customer touchpoints so that regardless of whethercustomers call, use the website orspeak to someone in person, they willbe confident that the company knowsthem and provides great service.

Customer Data AnalyticsLeveraging sophisticated behavioralmodeling techniques to tailor productsand sales messages to customer needs and behaviors. Accenture helpscompanies model such attributes aspotential profitability and propensityto purchase, thereby predicting thefinancial impact of different customertreatments and identifying the invest-ments that will generate the bestreturn. This can include helping com-panies decide which customers arebest served through premium service.

Marketing AutomationLeveraging leading-edge campaignmanagement processes and tools toreduce marketing cycle times and todeliver more targeted, personalized

campaigns. Accenture introduces aclosed-loop process that dramaticallyshortens the cycle time between marketing campaign concept develop-ment and campaign execution andcontinually measures results. Thisenables executives to adapt theircampaigns and fine-tune individualoffers, in real time, for greater impactand improved response.

BenefitsAccenture customer insight solutionsare already helping industry leadersenhance customer revenues. Usingthese techniques, Accenture hashelped clients double customer acquisition rates and reduce customerattrition by as much as 30 to 50 percent. In addition, Accenture’sproven segmentation, data analyticsand campaign management skillshave helped clients:

• Reduce the cycle time for creationand execution of marketing cam-paigns, enabling companies to bring

offerings to market faster and to bemore responsive to market changes.

• Improve marketing conversion rates,increasing return on marketinginvestment.

• Increase customer satisfaction and loyalty through personalizedcustomer treatment.

• Increase revenues through moreeffective acquisition, cross-sellingand retention.

For example, Accenture worked with the French wireless companyBouygues Telecom to develop a real-time, highly automated marketingsystem. The system enabled them to transform their traditional mass-marketing mindset to a one-to-onemarketing model that offers customerswhat they need, when they need it,thus cultivating personalized, long-term customer relationships. With new customer insight capabilities,

OptimizedInteraction

Insight-DrivenInteraction

OperationsCustomer InteractionCustomerInsight

MarketingIntegration

Integrated Viewof Customer

CustomerTreatment

MarketingExecution

Customer DataAnalytics

Repair &Maint.

Sales Credit,Collections,

Billing

Customer Service,

Help Desk

Workforce Effectiveness

Self-Service Optimization

Customer Contact InnovationIT

Optimization

Contact CenterOptimization

Customer Interaction

Sourcing

MarketingAutomation

The Accenture Customer Contact Transformation Framework

Value Optimization/Deal Shaping▲

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Bouygues Telecom now focuses ontargeted customer groups rather than broad customer segments. Thecompany conducts more granular data analyses and makes more accu-rate predictions of customer behavior.Further, they can now accurately identify return on investment andcost/response ratios for every marketing campaign. (For more on the Bouygues Telecom story, see page 11.)

Customer Interaction Optimizing the quality and financialbenefits of customer interactionAdvanced customer insight capabilitiesindicate how to provide customers the right treatment through the rightchannels. The Accenture CustomerContact Transformation Solution also operationalizes these insights by creating and delivering intelligent,consistent customer interactions forsales, service, billing, collections andother customer functions. By address-ing every component of customer

interaction, Accenture helps clientsoptimize the quality and financialbenefits of each customer interaction.

Combined with solutions for optimizing self-service and agent performance, Accenture helps compa-nies put customer insight to use—providing the right treatment throughthe right channels, and ensuring thattreatment is integrated and consistentacross the various functions from salesto service to credit and collections,and so on. Customer Interaction components include:

Workforce Effectiveness Recruiting, developing and retainingthe right employees. Accenture workswith companies to empower sales and service agents, providing the toolsand information they need, when theyneed them, to reach their performancegoals. Accenture makes training andperformance simulation tools availablethrough the workers’ own desktops,and implements the performance

measurement and management toolsthat managers need to optimize workforce performance.

Self-Service OptimizationExpanding and enhancing the use ofself-service channels to reduce costs,without diminishing customer satis-faction or missing opportunities tocross-sell. Rather than relying onguesswork or anecdotal evidence,Accenture uses a fact-based, propri-etary methodology for predicting customers’ true service requirements,based on their transaction historiesand known preferences. Based on cus-tomers’ requirements, a company canthen shift more customer interactionsto lower-cost, self-service channels,while at the same time maintaininghigh levels of customer satisfaction.

Customer Contact InnovationOptimizing, standardizing and inte-grating the components of customercontact—processes, technology infra-structure, workforce and operations—

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Transforming Customer Service: AT&T Consumer

Today, AT&T Consumer is in the midst of atransformation of the company’s customercontact capabilities, driven by a powerfulvision of how leading-edge customerinsight techniques, new technologies, andbetter sourcing and operational efficien-cies can increase customer satisfactionand retention at lower cost, while also driving revenue growth.

AT&T Consumer is the largest consumerlong-distance service provider in theUnited States, with nearly 50 million customer relationships. Customer care and sales operations for its long-distancebusiness are large and complex, with more than 7,000 representatives handlingthousands of daily interactions.

Being one of the leading communicationscompanies in the world has not, of course,exempted AT&T from industry challenges:the commoditization of products and services, eroding profit margins and thepotential for a decreasing customer base.In the face of these challenges, AT&T leadership decided against incrementalchange, opting instead for a bold move to transform the company’s sales and customer service operations.

Customer Contact Transformation at AT&T ConsumerAT&T Consumer has teamed withAccenture to transform the company’s longdistance sales and service operations. Theinitiative has three important dimensions:

1. Use advanced customer insight techniques to provide the right serviceopportunities to the right customers. With a new ability to take an integratedand holistic view of the customer, even if they have multiple accounts, AT&T canmore effectively use this information todesign the form of interaction that bestsuits the customer’s background, needs and intentions. Customer service is not a“one size fits all” operation. An integrated,end-to-end customer insight capabilityincludes managing, analyzing and applyingcustomer information to drive business

decisions. Better customer data manage-ment and customer analytics enable thecompany to do predictive modeling, aswell as design the right service for eachcustomer. Adaptive marketing enablesintelligent, insight-driven interactions. The business result: customer informationthat helps increase acquisition yield,reduce fall out and differentiates the customer experience.

2. Drive a superior customer experiencethrough the use of self-service tools. With customer insight now providing better information about the type of ser-vice most appropriate for each customer,AT&T has used innovative technologies to deliver enhanced interaction and, therefore, a better customer self-serviceexperience. These technologies include:

• Interactive Voice Response (IVR) self-service. Innovative IVR technologydesigned as part of this initiative isrules-driven, customer-centric and easy to use, enabling AT&T to provide a better customer experience.

• Web-enabled service. A virtual agent on the AT&T website, “Ask Allie,” usesadvanced natural language technologyto handle thousands of customer questions every day. AT&T Consumer’swebsite continues to be a model for customer service, and was recentlynamed best in class by the YankeeGroup. AT&T topped the list by offering15 of the 17 functions researched aspart of the Yankee analysis throughAT&T’s website. 2

3. Optimize agent-based service. AT&T will also use its improved customerinsight capabilities to optimize agent-based service, providing the right toolsetsto support the performance of agents.Agents will have an enhanced desktopwith improved usability and functionality

on a PC-based platform. For example, an auto-event capture feature will elimi-nate much of the time-consuming notetaking that has been a part of traditionalcustomer service. The system will also provide supporting information and suggest new services to the agent basedon marketing strategy.

Enhanced workforce performance manage-ment and training are important aspects of optimizing agent-based customer care,and are, thus, a vital part of the AT&T cus-tomer contact transformation. Simulation-based training and a learning managementsystem for desktop training mean thatagents will be able to improve their levelsof performance. A self-development pro-gram will offer a data- and voice-monitor-ing tool so agents can listen to a recordingof their customer interactions and learnhow to improve. All in all, this focus onworkforce enablement means that AT&TConsumer’s customers are assured of consistent, accurate and timely service.

Driving Cost Reduction and Revenue GrowthCustomer contact transformation at AT&T is an excellent example of how communications companies today canmove beyond a cost-cutting mentality,taking advantage of new business modelsin order to realize efficiencies, while alsoproviding the means to increase revenues.AT&T Consumer is taking bold steps toimprove customer satisfaction and loyalty,using insights to drive implementation of today’s leading technologies to transform the company’s long distanceconsumer business.

2 Source: CRMdaily.com on 1/7/03, “TelecomsCozy Up with Self-Service,” by Kimberly Hill

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Accenture collaborates with clients to create measurable value and holds itself accountable for the results.

and managing them for peak perfor-mance. Accenture applies provenprocess architectures, sophisticateddesktop applications, performancemanagement tools and a host of otherinnovations to enhance the customerexperience, improve operating effi-ciency, increase agent performanceand reduce technology costs.

BenefitsThe overall goal of the CustomerInteraction component is differentiat-ed customer treatment: personalizedcustomer experiences aligned withcustomer preferences and potentialtransaction value. By putting customerinsight to use, Accenture enablescompanies to provide customers theright treatment through the rightchannels, and ensures treatment isintegrated and consistent across service, sales and marketing opera-tions. By delivering more intelligentcustomer interactions, companiesoptimize the financial impact of each customer interaction.

Accenture has helped clients toimprove cross-sell results by up to 50 percent. In addition, Accenture’sproven process, workforce, facilitiesand optimization skills have helpedclients:

• Streamline processes and empowerstaff to resolve issues at first pointof contact.

• Enhance staff selling skills, increas-ing cross-selling, conversion ratesand revenues.

• Improve the customer experience—for example, reflecting a customer’spreference and history, resolving thecustomer’s questions on the first call—leading to increased loyalty andretention, and a greater share of thelifetime value of the customer.

For example, Accenture worked withBank of America to develop a DirectBanking program to provide world-class telephone and Internet banking

capabilities. The project established acomponent-based infrastructure capa-ble of supporting multiple deliverychannels. Working with Accenture, the bank transformed its large-scalecall center operations, implementing acustomer segmentation program thatdrove the call center organizationaldesign and call-routing capabilities to ensure customers received the best service from the right agents.Accenture assisted the bank to devel-op new processes and systems forhandling workflow between the callcenters and the back-office operationsteams. Advanced technology was usedto provide an intelligent sales capabil-ity within traditionally service-onlycall centers, helping capitalize on thepotential upside of every customerinteraction. The component infra-structure was also used to supportInternet capabilities, giving customersWeb-based access to account infor-mation and various financial and service transactions.

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OperationsSourcing, aligning and apportioningvaluable resources to capture thefull potential of customer operationsEven with the right customer strategyand the right customer contact capabil-ities in place, many organizations arechallenged by execution issues: func-tional and organizational boundariesthat limit broad impact of initiatives;multiple contact centers with complexforecasting, load balancing and staffingissues; IT platforms that are patchedand based on first-or second-generationtechnologies; and new technologies andcapabilities that require significant capital investment. Competitivedemands also compel organizations towant to establish a more predictable,flexible cost structure for customercontact operations. Central to this concept is the expanded number ofsourcing approaches available today.

In the past, companies elected to useoutsourcing to reduce expenses. Now,sourcing decisions are more strategic

in nature. New sourcing approachescan help companies keep pace withleading-edge technology and maintainappropriate levels of risk and control,all without adding staff.

The operations components of the Accenture Customer ContactTransformation Solution include:

Contact Center OptimizationEngineering customer contactresources for maximum effectiveness,according to each company’s circum-stances. Accenture helps clients consolidate contact centers to achieveeconomies of scale, relocate customercontact functions to leverage low-costlabor pools or decentralize to a networkof smaller centers. Accenture can alsohelp clients improve the effectivenessof their volume forecasting, staffingmodels, load-balancing and reportingacross centers. Accenture will alsomanage these elements through acentralized command center for continuous improvement.

Customer Interaction SourcingDelivering new customer interactioncapabilities and operating modelsthrough a combination of consulting,co-sourcing, conventional outsourc-ing, netsourcing and other models. Accenture offers sourcing strategies tofit a variety of needs, from short-termoverflow or seasonal projects to long-term strategic initiatives. Accenturefirst works with companies to reengi-neer sales and service protocols foroptimum performance, then helps themdevelop appropriate sourcing arrange-ments that provide the right level ofrisk, control and capital investment.

IT OptimizationOptimizing the configuration of IT components to support a well-balancedexecution of marketing, customerinsight and interaction strategies.Accenture helps companies reconfiguretheir approach to IT governance, solu-tions development, resource manage-ment and service delivery as needed to reach their performance targets.

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Accenture helps organizations transform customer contact to achieve revenue growth in addition to cost reduction.

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BenefitsUsing these operations techniques,Accenture has helped clients optimizein-house infrastructure costs, resultingin savings of up to 20 percent annually.In addition, Accenture’s proven con-tact center, technology and sourcingskills have helped clients:

• Provide access to leading-edge capabilities and technologies withoutinvesting large amounts of capital.

• Improve contact center efficiency,leading to as much as a 10 to 15percent reduction in operating costs.

• Leverage existing capabilities of outsourcers, increasing speed tomarket at lower costs.

Here is an example of how uniquesourcing arrangements drive increasedvalue from the customer contactfunction. In July 2002, Accentureformed an innovative customer contact services agreement with

CustomerWorks LP, a limited partner-ship owned by BC Gas Inc. andEnbridge. Through this venture,Accenture has assumed responsibilityfor all customer management servicesto CustomerWorks’ 3.5 million customers in Canada.

These kinds of outsourcing arrange-ments for customer care, according toan IDC analysis, indicate that today’scompetitive business environment isforcing many firms to take measuresto reduce costs while improving thelevel of service they provide to cus-tomers. Rather than simply shiftingthe cost from in-house to a third-party service provider, outsourcers are being asked to become a profitcenter for their clients. Consequently,hybrid approaches to outsourcing arebecoming more commonplace. Manyfirms do not have the skills required to optimize the value of their cus-tomer base. As a result, service firmsthat can deliver this value are beingcalled into action.3

Value Optimization/Deal ShapingCreating the financial conditions to realize a more immediate benefit stream without excessiveupfront investmentsGiven today’s economic constraints,how can companies best fund theircustomer contact transformationefforts? Then, how can they sustainthem? For many organizations, theannual budget cycle and inevitableleadership changes mean that invest-ments in customer contact transfor-mation can lead to poor returns.What’s needed is a way to infuse rigorand focus into a multi-year program.

Accenture offers clients a variety offinancial approaches for revitalizingthe customer franchise. For example,flexible or value-based arrangementsenable companies to amortize theirinvestment in customer service over a

3 Source: IDC Flash, July 2002, “CRM andCustomer Care Services,” Bryan J. Bingham

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The Profitable Use of Customer Insight: Bouygues Telecom

With more than five million wireless customers, Bouygues Telecom—France’sfastest-growing mobile telecommunica-tions operator—has expanded dramaticallyin the past five years. However, in amaturing market, with intensifying compe-tition and an increasingly sophisticatedcustomer base, Bouygues Telecom felt that the keys to future success would be its ability to:

1. Increase each customer’s mobile phone usage.

2. Increase the sales of additional servicesto each user.

3. Extend each customer relationship in time to generate greater customerlifetime revenues.

These goals required a move away fromthe company’s traditional mass-marketingmindset to a one-to-one marketing modelthat offers customers what they need,when they need it, thus cultivating personalized, long-term customer relation-ships. For example, to more effectivelymatch service offerings to existing oremerging customer needs, the companyneeded deeper customer intelligence. And, to increase the chance of convertinga marketing lead to a sale, the companyhad to be more targeted with its market-ing messages. None of this was possiblewith the mass-marketing, mass-acquisi-tion model Bouygues Telecom had successfully capitalized on to achieve its initial rapid growth.

Together, Bouygues Telecom and Accenture transformed their approachfrom mass marketing to a new, real-time,automated marketing approach, whichencompasses three customer segments,hundreds of customer clusters and multi-ple offers communicated via a myriad of communications channels includingcustomers’ mobile phones, monthly billinserts, the Bouygues Telecom companymagazine, land-mail letters, e-mails and personalized websites.

With its new processes and system,Bouygues Telecom can more narrowlydefine its customer clusters. As a result,they can conduct more granular analysesof customer data that enable the companyto make more accurate predictions of customer behavior and, thus, personalizemarketing campaigns and messages.Furthermore, the company can now moreaccurately identify the return on invest-ment and cost/response ratios for eachmarketing campaign it conducts, whichenables Bouygues Telecom marketingexecutives to create more efficient andeffective programs.

These new capabilities have translated intoa number of quantifiable business benefitsfor Bouygues Telecom. The number of customer contacts is up 450 percent, theaccuracy of segmentation has tripled andthe time needed to create and execute a marketing campaign has been reducedby 75 percent. Perhaps most important,Bouygues Telecom’s average revenue peruser has gone from last to first amongtelecommunications companies in France.

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declining cost structure. Accenturetakes accountability for benefits andshares the risk. Gain shares and a variety of incentives can be put inplace across key metrics. Additionalfinancial approaches can be utilized to further increase the benefits.

All in all, a commitment fromAccenture means that a customercontact transformation initiative will realize real, sustainable businessbenefits. Working with its clients,Accenture delivers transformationalresults—at speed and without enor-mous upfront investments—providinga more immediate benefits stream.

Accenture: TransformingCustomer Contact Accenture offers deep industry skills andbroad global resources—in data manage-ment, analytics, marketing/sales/serviceautomation, contact center operations,next-generation technologies, perfor-mance management and more—that no other provider can match.

Accenture quickly mobilizes itsresources and assets, bringing theseadvantages to every client in the formof innovative, packaged delivery com-ponents that distill the insight andexperience amassed through internalresearch and development and thou-sands of customer interaction clientprojects. These unique, proprietaryassets—methodologies, design tools,software and execution resources—arepractical, tangible delivery aids thatcorrespond to the major componentsof the Accenture Customer ContactTransformation Solution.

These solution assets increase pre-dictability of outcomes by structuringthe application of Accenture’smethodology and experience.Accenture provides a range of assetsfor delivering customer contact transformation solutions, including:

• Accenture Marketing AcceleratorPlatform: an end-to-end capabilityfor sophisticated customer analysisand dynamic marketing campaigns.

• Accenture Customer ExperienceBlueprint: a proven roadmap for tailoring customer treatment and guiding the expansion of self-service channels.

• Accenture Integrated Self-ServicePlatform: a way of designing cus-tomer self-service capabilities thatare aligned to customer preferences.Accenture’s custom, pre-integratedplatform delivers differentiatedtreatment in lower-cost, self-servicechannels while maintaining highlevels of customer satisfaction.

• Accenture Next GenerationCustomer Contact: a live technologyinfrastructure linking 23 productsfrom seven vendors, spanning fiveinteraction channels and supportingmore than 20 demonstration scenar-ios of next-generation sales and service capabilities—the culminationof four years of internal develop-ment and pioneering client work.

• Accenture Agent ManagementPortal: an integrated desktop portalfor training and learning, coaching,performance management and targeted skills development.

• Accenture Customer AnalyticsFactory: this Minneapolis-basedfactory provides rapid access tomarket-leading skills with regard tocustomer insight technologies, mod-els and scalable infrastructures, soclients can stay ahead of the curve.

Accenture leverages these assets using a proprietary methodology fortransforming customer contact, whichrepresents 3,000 workdays in pre-con-figured solution design, business casedeal structures and operating models.Accenture’s global network of deliverycenters offers high-quality solutiondevelopment and delivery capabilitiesto clients. In addition, alliances withleading technology solutions companiesstrengthen Accenture capabilities incustomer contact transformation andextend the capacity to produce resultsfor clients by using techniques that

drive targeted insight into effectivecampaigns and customer interactions. For a variety of companies, teamingwith Accenture has resulted in dynam-ic customer contact transformationsolutions that deliver innovation anddrive success. Contact Accenture for more information about how toimplement these innovative solutions.

To learn more about the AccentureCustomer Contact TransformationSolution contact:[email protected] Managing Partner, AccentureCommunications and High-TechGlobal Markets, CRM Service Line+1 973 301 1414 (US)

[email protected], Accenture Communicationsand High-Tech Global Markets, CRM Service Line+1 206 839 3032 (US)

About AccentureAccenture is a global managementconsulting, technology services andoutsourcing company. Committed todelivering innovation, Accenture collaborates with its clients to helpthem become high-performance businesses and governments. Withdeep industry and business processexpertise, broad global resources and a proven track record, Accenture can mobilize the right people, skills,and technologies to help clients improve their performance. With morethan 83,000 people in 48 countries,the company generated net revenuesof US$11.8 billion for the fiscal yearended Aug. 31, 2003. Its home page iswww.accenture.com.

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© 2003 AccentureAll rights reserved.

Accenture, its logo, and Accenture High PerformanceDelivered are trademarksof Accenture.

The Accenture Customer ContactTransformation Solution:Winning Customer Market Share through Excellence in Sales and Service