Description Adopting a Multichannel Customer Service Strategy Discover how the world's leading independent conservation organisation: * Manage a growing number of emails without increasing staff numbers * Improved email response times by 33% in only 3 months * Resolve up to 40% of queries with automated replies By leveraging the latest technology WWF now aggregates and distributes Email messages to their supporter agents saving valuable time, money and resources.

1. Webinar: How WWF-UK Improved Email
Response Times by 1.5 Days in 3 Months

2. Webinar Agenda
• Introductions
• Presentation from Daniel Parker, Account Manager for World Wildlife Fund
UK
• WWF-UK Background
• Why was a solution needed?
• What was needed to move forward?
• What was the solution?
• Business Impact
• Product Roadmap
• Questions & Answers
• Comments & Wrap Up

3. Introductions
Host: Iain Swanston – Sales & Customer Service Expert
Presenter: Daniel Parker – Account Manager for World
Wildlife Fund UK
Technical Specialist: David Lough - Product Manager at Logicalware

4. How WWF-UK Improved Email Response Times
by 1.5 Days in 3 Months
BACKGROUND
• WWF-UK: A global conservation organization working in over 100 countries
• Founded 1961, The UK organization was first WWF
• 300 staff
• 700,000 active supporters.
• Customer support based in Woking
• 50 Agents working 24/7 days on Customer Service processing on average
3,000 customer contacts per week with a seasonal peak at Christmas of
50,000

5. Why did WWF need a solution?
• Growing number of web enquiries
• All emails in one queue and manually allocated to agents
• All emails treated equally, no ability to prioritise without reading emails first
• High volume of staff handling enquiries
• Lack of ability to monitor responses, or view agent performance
• One enquiry could have multiple responses as all staff had access to one
mailbox
• Growing response times
• No ability to track customer enquiries
• Outgrowing Outlook
• No realtime view of measurements against service level agreements

6. What was needed to move forward
Maplin were seeking a solution that offered improvements in productivity,
better management & reporting and delivery of the Maplin service levels.
PRODUCTIVITY
• First call resolution
• Agent prompted with pre-populated template responses for speed and
consistency of quality
• Active and waiting messages
• Automated responses
MANAGEMENT
• Forecasting Accuracy
• Adherence to Schedule
• Average age of query
• Customer call frequency
• Measurements against service level agreements
SERVICE
• Call centre status metrics
• Service level response time

7. What was the solution?
• All public-facing email addresses brought into one place where staff could be
trained and managed
• Incoming enquiries routed into product and function specialists e.g. Customer
Service, Complaints, Deliveries, etc.
• Responsibility of individual customer enquiries assigned to specific agents
throughout their lifetime to build relationships
• Full history of enquiry available within ticket, including any attachments,
reassignments of ticket and history of filters. This enables a full audit trail of
prior actions on the ticket
• Maplin now have a variety of processes including Sales, Returns, Technical,
Complaints, Faults, Stock Availability, Purchase Orders, Ebay, Order Errors,
Customer Reviews and various internal processes

8. Complaints Process Automation

9. Business Impact
• The automation of processes within the Customer service department has led
to the 79% decrease in response time
• This has happened while volume of enquiries increased by 20%
• No increase in staffing levels required
• Scalable solution in place which can grow with the business
• As consumer behaviour has changed, Logicalware have adapted
MailManager to meet this
• Customer Service Department now able to offer Social Customer Service
with existing staffing
• Emails and Social Media now handled in one solution
• No additional technical resource required as usage of Logicalware
MailManager increases as Maplin have grown

10. Product Roadmap
• Maplin needed a supplier that worked with them and would develop
the product based on their needs both now and in the future
• MailManager is a mature product, tried and tested for 11 years, and
is continually evolving via a Customer User Group: for example, the
addition of Social Media which was launched in 2014
• Innovations continues with live Chat and greater integration into
business critical software such as ecommerce platforms, ordering
systems, databases, CRM

11. Questions & Answers

12. Wrap Up And Next Steps
• If you would like us to help you automate and improve your customer
journeys and business processes we can map out your highest traffic
process for £975 + VAT per day and demonstrate how you can then
create your own automations.
• We will be in contact in the next 24 hours with a recording of the
Webinar for you to share internally and discuss any next steps you
feel would be appropriate.

13. www.logicalware.com
daniel.parker@logicalware.com
Twitter @Logicalware.com
Smart, Efficient Multi-Channel
Customer Service Software