Graham Brierton: VoiceSage at Ecomm 09
- 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
- 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