Transforming the Customer Experience

Transforming the Customer Experience “Customer Centricity & the Customer Experience Center” Mark Newhall VP, Program Management / Continuous Improvement / Customer Care Corporate Express North America Email: m.newhall@cexp.com Track: Service & Support Executives

Who is Corporate Express ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],INDUSTRY: Distribution of Business Products & Services EMPLOYEES: 20,000 (global) GEOGRAPHY: Global PRODUCT(S) USED: SFA, Service & Support # USERS: 4,600

Problem! ,[object Object],[object Object],[object Object],[object Object]

Solving Problems … the Move to IP HQ CSR Center PSTN Home-based & Mobile CSR Center Any Customer Cisco CVP (IVR) ,[object Object],[object Object],[object Object],[object Object],[object Object]

Solving Problems … Desktop w/Integrated View HQ CSR Center PSTN Remote CSR Center Any Customer Cisco CVP (IVR) SF.Com ,[object Object],[object Object],[object Object],[object Object],[object Object]

Solving Problems … Automated Workflows ,[object Object],[object Object],[object Object],[object Object],HTTP Action Screen Post / Get Action Data Action Preview Agent in ready state Inbound call with ANI, DNIS and IVR information Salesforce.com CRM application pops with all caller information Based on ANI, CAD HTTP action opens/navigates salesforce.com to customer file ,[object Object],Call starts ringing

Supervisors View of CSRs – Real-Time Information ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Derived Benefits ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Session Feedback Let us know how we’re doing! ,[object Object],[object Object],[object Object],[object Object],[object Object],Save time! Use your cell phone or mobile device to send Feedback via SMS/Text Messaging! Send a message to 26335 In the message body: Session 146, #### For example, “ Session 123, 5555 ” Session ID: 146 Session ID # Scores for 4 categories SMS Voting powered by:

Transforming the Customer Experience

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Transforming the Customer Experience