CASE STUDY: Contact Center Transformation—Siebel Software Implementation
Client
National Financial Services Institution
This comprehensive project required replacement of a multi-tier, client server implementation with a browser-based application, including legacy mainframe systems integration. In addition, SEH/TS focused on the integration of multiple databases (6+), the Graphical User Interface, the Melita Dialer, the existing workflow structure, several contact management repositories, various sales and marketing tools, as well as enhancements to Avaya CTI and IVR natural speech recognition systems.
The Problem
Excessive, unproductive, off-line, paper-based work flow
Disjointed, high-volume, mainframe applications resulting in poor cycle time of legacy data needed for marketing, sales and service
The need for increased banker effectiveness, capacity and productivity
Lack of a central source for storing and reviewing data used for management reporting purposes
Loss of knowledge management due to a content repository that does
not function in tandem with desktop or call center tools
Unable/limited ability to track and audit call timeframes to comply with government regulations
Additional Goals
Meet Customer Service Objectives (Service Guarantee)
Enhance revenue by increasing monthly account and service bookings
Improve training based on levels of competency
Answers to Questions
SEH/TS was awarded the project because of our understanding of both financial services call center environments and our ability to provide high quality Siebel project staff. We demonstrated our ability to integrate and communicate with business line management and multiple technical service groups.
Approach
The client’s business and technical staff completed research and analysis of current bank processes, goals and customer service strategies. The client recognized that a large amount of change would be introduced into the organization as a result of this Contact Center Transformation initiative.
The project included components of knowledge, learning and performance management in addition to software implementation and desktop and server hardware configuration.
The SEH/TS approach provided Technology and Architecture support in partnership with the client’s technical staff. We provided a flexible staffing model that allowed the client to retain on contract or permanently hire approximately half of the implementation team at the completion of the engagement. This ensured a seamless transfer of knowledge and a smooth transition of work flow to the client’s existing staff.
The Solution
Five (5) call center units, with 1,200 users across the U.S, are using the new application and integrated systems.
The solution required implementation, configuration and customization services for the Siebel Financial Services package (multiple modules).
The project team included Business and Technical Analysts, Enterprise Architects, Sr. Project Managers (PMO level), Developers, and Siebel Configurators. SEH/TS provided assistance with technical infrastructure, network purchasing, Seibel GUI prototyping and systems integrations services using Tibco messaging for real-time services.
The Outcome—Measurement Metrics
SEH/TS addressed Customer Service Objectives (Service Guarantee) by providing a “Single View of the Customer”. This added information gave the agent a more in depth understanding of the client relationship by having instant access to client data during the call.
Reduced excessive, unproductive, off-line work of paper forms with “store and forward” functionality, reflecting the status as it resides in the pipeline.
Closed loop functionality enabled the client to place customer requests into workflow queues to process them based on automated business rules.
Increased the number of new, booked accounts, services and cross-sell/up-sell opportunities with the ability to detect a live person vs. a busy signal vs. answering machine (replacement of the Melita Dialer). This functionality uses a trigger event or sales opportunity to feed the disposition back to the lead delivery mechanism, which increased agent availability to take new orders and reduced duplicate requests.
Created real-time service integration with existing legacy applications in order to increase the cycle time of legacy data needed for marketing, and sales, and service.
Increased banker effectiveness, specifically the need to increase capacity and productivity, by integrating systems that provided targeted leads, added workflow structure, delivery of various alerts and the ability to analyze sales and service results for performance and development changes.
Created a central source for storing and reviewing information for management reporting, which addressed management reporting issues identified during requirements gathering.
Created a “Bankers Scorecard” as a means to calculate and display performance. It contains a real-time interface with data feeds to scheduling, compensation tracking and adherence tracking applications.
Improved client knowledge of customer by introducing a search engine that provides context sensitive access to company policies, procedures, product offerings and contact information at an enter-prise level.
Measured Regulatory Compliance activities through a Management Information Statistics capability. This allows the client to perform internal control and audit functions and data retention, as well as letting them know who accesses client information.
Implemented the Pathlore Learning Management System to improve the delivery of required training to customer service resources. The ability to author and deliver training, based on role and level of competency has greatly improved the ability to rapidly implement new procedures and regulatory practices. The system was also integrated within the Contact Center applications to allow improvements to resource planning.
For more information or to talk with a technology expert about your own unique needs, contact SEH/TS at 612.758.6728.
