Progetto Verde Overview
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Progetto Progetto Verde Verde Overview Overview 6 Marzo 2012, Milano
description
Progetto Verde Overview. 6 Marzo 2012, Milano. Service Bands numbers and dedicated service models. USIM. +. 8% (36% rev). 5 Stars. Customer Value. 80% delle revenues. 4 Stars. 21% (44% rev). 3 Stars. 2 Stars. -. 100%. 3 Customer Base Consumer & Business. - PowerPoint PPT Presentation
Transcript of Progetto Verde Overview
Progetto Progetto VerdeVerdeOverviewOverview
6 Marzo 2012, Milano
page 2
Service Bands numbers and dedicated service models
USIMUSIMUSIMUSIM
8%8%(36% rev)(36% rev)
5 Stars5 Stars
4 Stars4 Stars
3 Stars3 Stars
2 Stars2 Stars
++
3 Customer Base3 Customer BaseConsumer & BusinessConsumer & Business
--
21%21%(44% rev)(44% rev)
CB reshuffle every six monthsCB reshuffle every six months
80% delle revenues80% delle revenues
page 3
Main principles in Service Bands management
Guiding PrinciplesService BandsImprove caringImprove caring
Increase Value
Increase Value
Retain Customer
Retain Customer
Reduce Costs
Reduce Costs
5 STARS5 STARS
4 STARS4 STARS
2 STARS2 STARS
3 STARS3 STARS
“Manage as
Mass & try to
upgrade”
“Manage as
Mass & try to
upgrade”
“Develop & Upgrade”
“Develop & Upgrade”
“Delight & Defend”
“Delight & Defend”
“Migrate to
Mass”
“Migrate to
Mass”
Contact with the Cutomer is
an opportunity to exploit
Contact with the Customer is a cost to minimize
page 4
Service Bands numbers and dedicated service models
USIMUSIMUSIMUSIM
8%8%5 Stars5 Stars Dedicated PoolDedicated PoolFree accessFree access
No IVRNo IVR
4 Stars4 Stars
3 Stars3 Stars
““AS IS like” ServiceAS IS like” Service
2 Stars2 Stars
Service ModelService ModelService ModelService Model
InhouseInhouseInhouseInhouse
OutsourcinOutsourcinggItalyItaly
OutsourcinOutsourcinggItalyItaly
OutsourcinOutsourcinggOffshoreOffshore
OutsourcinOutsourcinggOffshoreOffshore
Dedicated PoolDedicated Pool
Free accessFree access
++
3 Customer Base3 Customer BaseConsumer & BusinessConsumer & Business
--
21%21%
CB reshuffle every six monthsCB reshuffle every six months
page 5
CRM Structure "Green Project"
5 Call Centres in Italy: 900 FTe
2 Call Centres in outsourcing in Italy: 500 Fte
2 Call Centres in outsourcing in abroad: 200 Fte in Argentina and Romania
Milan
Genoa
Cagliari
Rome
Palermo
5 star Contact Centres
5 Star Customer
4 Star Customer
3-2 Star Customer
page 6
Service model details by Service Band
Verde Service Model 5 Stars5 Stars 4 Stars4 Stars 3 Stars3 Stars 2 Stars2 Stars
Service model main facts
Management systemSpan of Control
Service Levels
pool In-house (64)
pool outsourcing
(22)
Dedicated CC (2)
Dedicated CC (1)1:900 1:4.000 ~1:16.500
SL20: 90% ; ACR <3%
SL20: 80% ; ACR <4%
SL20: 70% ; ACR <5%
SL20: 60% ; ACR <8%
Dedicated Portfolio √ √
Strategy Focus-Caring
- Loyalty-Value
-Caring- Loyalty
-Value
-Value-Cost Reduction
-Cost Reduction
DSS Support √ √
√ √
~1:100.000
Access Free, no IVR
Free, IVR I° level
Pay, IVR II° level Pay, IVR II° level
page 7
Service model details by Service Band
Requests
tracking and
management
Verde Service Model 5 Stars5 Stars
Automatic association to poolRequests Tracking
OLA / SLA with external departments
Specific Credit case
managment
Payment method online change
Credit Limit management
Soft Collection inbound/outbound calls
Specific Billing case
management
Dedicated Team from ADM depIncrease in basic training for CC
√ √ √ √
√
√ - -
√
√ - --
√ √ - -
SLA claims: 2days
4 Stars4 Stars 3 Stars3 Stars 2 Stars2 Stars
√ √ √ √
√SLA claims: 4 days
√ SLA claims: 7days
√ SLA claims: 10days
√ √ √ √
Specific Technica
l case manage
ment
Dedicated Team for critical issueLocalised Service Desk (Check Line)
√ √
√ √
- -
√ √
√
-
The whole new operational model is enabled by re-alignment of processes, systems and resource management enablers.
page 8
Free and live access
Fast resolution for crytical issues
Claim management within 2 days indipendently from the channel
Fast response time
5 star service: a new system to manage the Customer
MilanoMilanoGenovaGenova
Roma
Roma
Cagliari
Cagliari Paler
moPalermo
Romania
Romania
From a model where every contact is
managed by a different structure..
fax
…with excellent service levels!emai
l
callfaxemailcall
…to a new model that focus on a specific pool the management of the
Customer from every channel
page 9
Makes strategy an input for the daily work
Explicitsmission and strategy
Aligns organization to strategy
Win for Customer: Rewarding Tool
page 10
Incentive’s structure
Scores calculationScore assigned to “pools” according to:
• Performance on each indicator
• Relative importance of each indicator
• 4 wave a year
• Jackpot is defined according to the position in the Ranking
• The first 20 pools of each market are rewarded
Ranking criteria
€ ACCOUNTACCOUNT LEADER
1 675€ 900€
2 523€ 697€
3 405€ 539€
4 313€ 418€
5 242€ 323€
6 215€ 297€
7 203€ 281€
8 192€ 265€
9 181€ 251€
10 171€ 237€
11 162€ 224€
12 153€ 212€
13 145€ 200€
14 137€ 189€
15 129€ 179€
16 122€ 169€
17 115€ 160€
18 109€ 151€
19 103€ 143€
20 98€ 135€
21-30 -€ -€
KPI Severity
Deact High
CSI Low Score
Medium
Collection SLA
Medium
Claim CSI Medium
Claim AHT Low
page 11
Project’s main results – CSI (giu 2011)
3°
2°
5* 4* 3-2*
5* 4* 3-2*
1°
1°
page 12MILANO - 29 Nov '11 12
