Dgi 6 29 webcast draft slides final_v2
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This document discusses delivering great customer service experiences in a secure government cloud. It profiles Sam, the director of customer service, and Diane, the manager of customer experience, to illustrate the benefits of moving to the cloud. The cloud provides on-demand resources, cost savings, and allows organizations to focus on innovation and the customer experience across web, social media, and contact center channels. The document also provides examples from the Navy Federal Credit Union and Social Security Administration on how they have successfully used cloud solutions to improve 24/7 global support and online self-service.
Dgi 6 29 webcast draft slides final_v2
- 1. Delivering GreatCustomer ServiceExperiencesin a Secure Government Cloud*Kevin Paschuck, Vice President, Public Sector, RightNow Technologies*JohnnaStrahle, Manager, Correspondence, Navy Federal Credit Union*Gilbert Guillen, Communications Team Lead, Office of Electronic Services, Social Security Administration
- 2. DeliveringCustomerExperiencein the CloudKevin PaschuckVice President, Public Sector
- 3. Meet Sam
- 4. A.K.A.
- 5. Mr. Directorof Customer Service
- 6. Sam lives in
- 8. He takes the
- 10. and enjoys
- 12. Sam cheers for
- 14. Sam is Great at
- 15. Leading People
- 16. but lousy at
- 17. Customer Service
- 18. Sams contact centerlooks like
- 22. when itShould look like
- 25. Infrastructure costs are high
- 27. Sam, meet Diane.
- 28. Ms. Managerof Customer Experience
- 29. Diane also lives in
- 31. commutes on
- 33. and cheers for
- 35. Diane is alsogood at
- 36. LEADERSHIP
- 37. but is great at
- 39. why?
- 40. she understands
- 41. 3 EXPERIENCES THAT MATTER
- 42. Benefits of Cloud Computing
- 44. Lets take a look
- 45. WEB EXPERIENCE
- 46. Establish a Knowledge Foundation
- 49. What is Social Media?
- 52. ConnectandEngage
- 53. Support CommunityInnovation CommunitySocial Experience Designer
- 57. Listen to your Customers
- 60. Measure and Continuously Improve
- 61. Cloud Computing
- 62. The cloud will do for government what the Internet did in the '90sRather than owning the infrastructure, we can save millions. - VivekKundra, CIO
- 63. 5 Pillars of IT Transformation Citizen Engagement Cost Reduction Secure Computing Innovation Transparency
- 64. CharacteristicsBenefitsOn Demand ServiceShared IT ResourcesDynamic ScalabilityDevice IndependenceSubscription ServiceInnovationLower Cost / GreenerRunning InstantlyDeploy on any ClientPay for Actual Usage
- 67. Cloud solution must address security challenges starting point is NIST-853 Moderate
- 68. Multi-Tenant / Multi-Version Upgrade on your schedule not the vendors!
- 73. Cloud Contract Approach No Shelfware
- 76. No Long-Term Lock Ins
- 77. Flex Up / Down
- 78. Roll-Over Usage
- 80. Fixed Price DeploymentsServing Those Who Serve the Nation
- 81. About Navy FederalNot for Profit Financial InstitutionOver 3 million members$40 Billion in Assets200 Offices around the world
- 82. Challenge: 24/7 Global Support24/7/365 service since 1970sAdded secure e-mail in 1998Social media in 2009mBanking in 2010
- 83. ResultsIn 2009:97,484 found answers using Search feature355,088 secure e-mails33%, or 83,701, auto-answered42%, or 73,184, auto routed56% completed in 24 hrsReviewing ~ 2,000 social media posts per month
- 84. Next StepsAdding internal work requestsmore complete picture of a members interactions and work in progressCombined reporting on WHAT members are concerned with across channelsCombine with Chat to offer more options to members
- 86. Social Security Administration | Office of Electronic ServicesSSAs Online Answers Knowledgebase
- 87. World Class customer service is the primary goal Meeting public expectationOptimize web self-service channelAccurate information
- 92. Reduce increase in office visitsSaaS used to meet objectivesAccess anywhere SaaSFlexibility to updateanytimeFlexibility to reconfigure
- 93. SSA constantly working to improve
- 94. Online Answers: serving the public
- 95. Questions?
- 96. Future EventsHelping Citizens Help ThemselvesJuly 28Via the Webhttp://crm.rightnow.com/ci/documents/detail/2/WCCRM-100728-FORM-HelpingCitizensHelpThemselvesJoin us for a webcast to hear real world examples of how government organizations are leveraging web self service solutions to help drive down the cost of supporting customers, reduce the workload at the contact and service center, and enhance the overall customer experience. RightNow Summit 2010October 12-14, 2010Colorado Springs, CO- Broadmoor http://www.rightnow.com/summit/
- 97. Thank You!Kevin PaschuckVice President, Public Sectorkevin.paschuck@rightnow.comTwitter: @kevin_paschuck