Connecting customers beyond the Call Center
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This document discusses how Allianz, an insurance company, implemented a real-time customer connection solution powered by Odigo to connect customers on its website with insurance brokers. The solution allows an online customer, Aranxta, to request a call with a broker, José. José receives a notification on his mobile app and can accept the call. This benefits both Aranxta by connecting her immediately to the right person, and José by gaining new qualified customers. It also helps Allianz executive Vincente by increasing sales and motivating brokers through monitored key performance metrics. The solution transforms customer experiences and provides business advantages for all parties.
Connecting customers beyond the Call Center
- 1. 1Copyright © Prosodie Capgemini 2013. All Rights Reserved Presentation Title | Date Connecting Allianz customers beyond the Call Center
- 2. 1 Intro 2 Context 3 Challenge 4 Experiences 5 Prosodie Connecting Allianz customers beyond the Call Center Customers are right there, behind a digital screen comparing your product. The moment of truth is when they need assistance. You can transform a visitor into a customer. You need to engage that customer with the most relevant person in you organization, be it a call center agent, or an independent insurance broker. You need to engage in real time. Not later today. Not in 10 mn. Now. Going beyond geographical constraints, the Allianz application powered by Odigo will facilitate conversations between 2 populations that never met before: an Allianz web visitor and an insurance broker.
- 3. Aranxta The online customer Aranxta is thinking of subscribing to an Allianz auto insurance product. But you don’t buy an insurance product like you buy a book. You need to be reassured your are making the right choice. You need to talk. Aranxta wants to get connected to the right person at the right time. She hates to wait. She also hates to be transfered. She wants to talk. Now. Not tomorow. Not in 10 mn. Now. 1 Intro 2 Context 3 Challenge 4 Experiences 5 Prosodie
- 4. José The insurance broker José is an insurance broker. His job is to sell the right insurance product to his customers. José doesn't work for Allianz, but he may sell Allianz products. That will depend on what the customer wants. If the customer wants an Allianz product, he will sell him one. And if the customers wants a discount, he will make him one. 1 Intro 2 Context 3 Challenge 4 Experiences 5 Prosodie
- 5. Sabrina The Call Center agent Sabrina works for the Allianz call center. Sabrina wants to make the caller happy. But when dealing with an online customers who wants to have a good price proposition, she is frustrated. She can’t make a discount. So she has to make a transfer. And she has no guarantee the broker she will transfer the call too will be helpful. Sabrina wants to be usefull. 1 Intro 2 Context 3 Challenge 4 Experiences 5 Prosodie
- 6. Vincente The Allianz Executive Vincente needs to sell Allianz Products. His has different distribution channels. The 7,200 brokers of Allianz is a major one. Vincente has one challenge with the brokers. How can he motivate his independent brokers to sell more? How can he have a better understanding of their sales impact? Vincente would like to test the brokers motivation by sending them qualified leads, and checking the ROI. 1 Intro 2 Context 3 Challenge 4 Experiences 5 Prosodie
- 7. 7 200 brokers that can sell Allianz products Odigo Real-time connection 1 000 visitors per day on Allianz.es These people should meet! 1 Intro 2 Context 3 Challenge 4 Experiences 5 Prosodie
- 8. Aranxta wants to have a phone assistance. She enters information on the website on the product she wants, her name and contact details. She can also choose the time zone she prefers. Aranxta’s Customer experience www.allianz.es 1 Intro 2 Context 3 Challenge 4 Experiences 5 Prosodie
- 9. Download José downloads the application. José’s Broker experience Initial login He identifies himself the first time. Ready for business Every morning he connects to let Allianz know he is available for business. Configuration He can update his personal informations.. 1 Intro 2 Context 3 Challenge 4 Experiences 5 Prosodie
- 10. José’s Broker experience Alert José receives a push notification mentioning an online Allianz customer. Customer invitation José is also informed about Aranxta. Reschedule a call José might not be available, so he can schedule a meeting. 1 Intro 2 Context 3 Challenge 4 Experiences 5 Prosodie
- 11. Vincente will be able to access to the Odigo metrics to follow the ROI of the services. He will be able to have a geographical supervision in real time of the generated leads. He will know for each broker: • The number of accepted calls, • The number or rescheduled calls • The number of unanswered calls Based on these statistics, the service well be able to adapt its business routing rules to push customers to Allianz’s most reliable brokers. Vincente’s Sales Director experience 1 Intro 2 Context 3 Challenge 4 Experiences 5 Prosodie
- 12. A win win win win situation Benefits for all parties Aranxta The customer Getting connected to the right person right away. José The broker New customers and optimized time. Sabrina The call center agent Concentrates on calls she can handle. Vincente The Sales Executive Increased sales Motivated brokers Controlled leads ROI per broker 1 Intro 2 Context 3 Challenge 4 Experiences 5 Prosodie
- 13. The Odigo experience Real time conversations that make a difference Odigo knows at any point in time who is the best person (based on available skills, geographical location or customer info) to manage a call. Not in 5 minutes. Now. 5 minutes can mean winning a deal. Or losing it. Odigo is a cloud contact center solution. It seats above existing telco infrastructures. So Odigo can manage a conversation across the company’s organisation: call center, insurance branch, remote expert, insurance broker, internal helpdek. 1 Intro 2 Context 3 Challenge 4 Experiences 5 Prosodie
- 14. Check our Youtube channel 1 Intro 2 Context 3 Challenge 4 Experiences 5 Prosodie
- 15. My Advisor Another application that creates conversations that make a difference Odigo helps customers from the Credit Agricole reach their bank through a mobile application, My Advisor. With a simple touch the customer can call his personal advisor without knowing his phone number. He can also send him a message without knowing his email. He can also program an appointment through a connected agenda. The application was developed by Backelite, Prosodie’s mobile agency, 1 Intro 2 Context 3 Challenge 4 Experiences 5 Prosodie
- 16. Smart Call Making your mobile app conversational With Smart Call, your customer can reach your company in a new easy way. In a few seconds he browses though the visual IVR in the app. Once he has made his choice from the menu, his waiting time is displayed. With a simple touch he can register himself in the queue, without actually calling. Then he is free to leave the application. And when his turn comes, he is notified by Odigo. For the customer, it means no more time wasted, and waiting time is free of charge. > Watch the video 1 Intro 2 Context 3 Challenge 4 Experiences 5 Prosodie
- 17. A complete range of IT and mobile services Digital transformation Large scale projects Customer satisfaction Back-office Front-office Payment transactions Multi channel customer relations Hosting Web & mobile UX New screens strategy Backelite Prosodie’s mobile agency 1 Intro 2 Context 3 Challenge 4 Experiences 5 Prosodie > Backelite’s website
- 18. 1 Intro 2 Context 3 Challenge 4 Experiences 5 Prosodie Backelite customers
- 19. www.prosodie.com www.capgemini.com About Capgemini With more than 120,000 people in 40 countries, Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services. The Group reported 2011 global revenues of EUR 9.7 billion. Together with its clients, Capgemini creates and delivers business and technology solutions that fit their needs and drive the results they want. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore ®, its worldwide delivery model. The information contained in this presentation is proprietary. © 2013 Prosodie Capgemini. All rights reserved. Rightshore® is a trademark belonging to Capgemini.