1. Graham Brierton
Chief Technology Officer
March 4th, eComm '09

2. Radical CEBP
 100% hosted web-based application
 No upfront costs, no integration fees
 Only charge for proven, delivered value
 1000% growth from 2007 - 2008

3. Lags and Drags:
 Are major operational headaches
 Are major costs
 Are significant profit eaters
 Can be fixed with solid CEBP

4. Blended Mode Communication:
 Voice
 SMS
 Email
 Instant Messaging

5. 1. Build the Interaction
Using VoiceSage

6. 2. Setup the Call
Using VoiceSage

7. 3. Analyse the Results
Using VoiceSage

8. 3. Analyse the Results – Instant Reporting
Using VoiceSage

9. 3. Analyse the Results – External Reporting
Using VoiceSage

10. 3. Analyse the Results – Deep Query Reporting
Using VoiceSage

11. Measuring the Effect:
 Metrics, metrics, metrics
 Measurable business processes
 Focus on lags and drags

12. How to CEBP Like a Rock Star:
 Identify a key business process
 Improve a bottom line metric within it
 Tie the metrics to individuals
 Measure the actual total benefit
 Turn your clients into raving groupies

13. (One for everyone!)

14. Case Study: Company 1
 Interact: “Where's my stuff?” updates
 Metric: Decrease calls to call centre
 Metric: Increase centre productivity

15. Case Study: Company 1, Process 2
 Interact: Payment reminder call
 Interact: Automated payment collection
 Metric: Sales days outstanding

16. Elephant One:
 Payment and repurchase routine related
 An unnoticed lag and drag
 True cost includes next purchase delay

17. Case Study: Company 2, Process 2
 Interact: Payment reminder call
 Interact: Automated payment collection
 Metric: Sales days outstanding

18. Elephant Two:
 Internal measures of contact efficiency
 Industry/segment comparisons
 VoiceSage Verify: new customer filter

19. The Future:
 Growth of data as the market
 Cost-recovery funding models
 More dead elephants
 More raving groupies

20. Thank you!
Download this presentation:
http://www.voicesage.com/ecomm09