S B C004 Martin 091807

Running a World-Class B2C Call Center with Monique Bender, Program Manager, GMAC Bank David Corken, Operations Director, Cars.com Track 1: Becoming Customer Centric

Safe Harbor Statement ,[object Object],[object Object],[object Object]

Azita Martin Senior Director Product Marketing Service and Support Product Line Moderated By: David Corken Operations Director, Cars.com Monique Bender Program Manager, GMAC Bank

Salesforce Solution for Customer Service

Monique Bender Program Manager, GMAC Bank [email_address]

About ,[object Object],[object Object],[object Object],[object Object],[object Object],Established in 2001, GMAC Bank is an FDIC-insured internet bank, offering consumer banking services online, by phone and by mail. By combining the security and stability of a traditional bank with the speed and convenience of the internet, we offer our customers the best of both worlds. Our products include high-yield Money Market Savings Accounts and Certificates of Deposit that are flexible, secure and convenient. In addition, we offer a Private Education Loan program for undergraduate, graduate, and continuing education students. GMAC Bank is a Member FDIC and an Equal Housing Lender.

Key Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Summary of Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object]

The Solution - GMAC Bank Call Centers ,[object Object],[object Object],[object Object],[object Object]

The Solution - Management ,[object Object],[object Object],[object Object]

The Solution - Deployment ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Solution - Deployment ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],205 Total Users

Customization Was Easy ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Best Thing About Running a Call Center with Salesforce ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Measuring Results ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Results ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

David Corken Operations Director, Cars.com [email_address]

All About Cars.com ,[object Object],[object Object],[object Object],[object Object],[object Object],Cars.com is the most comprehensive, fastest-growing online automotive marketplace for buyers, dealers and private-party sellers. We are part of Classified Ventures, a joint venture between leading media companies Belo Corporation, Gannett Company, The McClatchy Company, Tribune Company and The Washington Post Company.

Key Business Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Key Technology Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object]

The Solution – ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Solution – 15 Week Deployment ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

How are we using the System (cont.) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

How are we using the System (cont.) ,[object Object]

How are we using the System ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

How Are We Using the System (cont.) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

How Are We Using the System (cont.) ,[object Object],[object Object],[object Object],[object Object],[object Object]

Delivering World Class Customer Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Delivering World Class Customer Service ,[object Object],[object Object],Improved agent efficiency, visibility for supervisors and the customer experience 2007 CRM Magazine Service Excellence Award

Best Thing About Running a Call Center with ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

How we Measure Operations ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

General feedback Queue – SLA 24 hrs Dramatic Improvement in Email response Time Sell it yourself customers – SLA 16 hrs

Business Results ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Azita Martin Senior Director Product Marketing David Corken Operations Director, Cars.com Monique Bender Program Manager, GMAC Bank QUESTION & ANSWER SESSION

S B C004 Martin 091807

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S B C004 Martin 091807