Routing and processing tasks from email, web-forms, front office and mobile directly by the back office via a SAAS Solution

1. ©2011TietoCorporation
iTask
Power to the Back Office

2. © 2011 Tieto Corporation
Main issues
• Your Customer:
• Has its’ own idea of what handling times of requests and
purchases should be
• Will contact whatever channel to get the process moving
• Has no live tracking and tracing of requests/purchases
• Front and Back Offices have to deal with:
• Repeat calls (telephone/email)
• Needs to punch in data from all kinds of mediasources
(webforms, emails, scanned data) into the systems
• Confusion about status between Front / Back office
• No real time overview and forcecast of the complete workload
• Sharpening SLA’s en KPI’s to meet market demands
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3. © 2011 Tieto Corporation
What we all want:
• Better cooperation between Front and Back Offices
• Live tracking and tracing of requests and purchases for:
• Consumer (Web, Mobile)
• Front & Back Office employees
• Supervisors and Management
• A complete overview of (expected) workload
• No Backlog
• Tasks routed to the appropiate employee
• Able to steer on SLA and KPI’s
• Change prioritees
• Change handling times
• Up/DownScale the workforce
In short: enabling both consumer as internal employees to submit
and to process purchases and requests in an efficiënt and
natural way.
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4. © 2011 Tieto Corporation4 2011-03-22

5. © 2011 Tieto Corporation5 2011-03-22
“I want to
activate/purchase
product or service

6. © 2011 Tieto Corporation6
Sources Employee Supervisor Manager Track & Trace
SLA: Your Service Promiss

7. © 2011 Tieto Corporation7 2011-03-22
Perspective of the Customer
Manage the expectations of your customers:
•Offers status information about requests in self service
channels
•Fluency (cooperation between front and back office)
•Tasks processed within expectations

8. © 2011 Tieto Corporation
Perspective of the employee
More tasks handled in less time:
•Automatic routing of tasks to the right employee
•One, easy to use interface with 360o customer profile
•Accurate and fast processing with “smart pasting” dat
into back end systems.

9. © 2011 Tieto Corporation9
Perspective of the Dispatcher
No more “lost” requests, tasks and order forms:
•Detection of irregular and bounced tasks and requests
•Auto escalation of SLA threatening tasks
•Digitally modification and reassignment of requests

10. © 2011 Tieto Corporation10
Perspective of supervisors and management
Meet your SLA’s:
•Management dashboard with real time info
•Grip and steering though escalation module
•Reports and analysis of complete workload process
Save Costs:
•Minimize repeat” calls”/requests
•No more “straight to printer” processes
•No more costs due to crysis staffing

11. © 2011 Tieto Corporation11
Perspective of the administrator
Plug and Play:
•Easy creation of sources, tasks and rules
•Instant overviews of flows, groups and agents
•No dependency on IT: software as a service

12. © 2011 Tieto Corporation
iTask
12
Manage the expectations of your customers:
•Offers status information about requests in self
service
channels
•Fluency (cooperation between front and back office)
•Tasks processed within expectations
More tasks handled in less time:
•Automatic routing of tasks to the right employee
•Easy to use interface with 360o customer profile
•Accurate and fast processing with “smart pasting”
data into back end systems.
Meet your SLA’s:
•Management dashboard with real time info
•Grip and steering though escalation module
•Detailed Reports and analysis of the complete
workload
Save Costs:
•Minimize repeat” calls”/requests
•No more “straight to printer” processes
•No more costs due to crysis staffing
Plug and Play:
•Easy creation of sources, tasks and rules
•Instant overviews of flows, groups and agents
•No dependency on IT: software as a service
So it will be done
before Thursday 13:30 ?

13. ©2011TietoCorporation
Martijn.Feekes@Tieto.com
Enrico.Pruis@Tieto.com
Bart.defluiter@Tieto.com