Published on February 1, 2014
ECE204: SERCOMTEL Delivers Velocity and Accuracy in Customer Care Services Orlando Miguel Vivan, Sercomtel S.A. Luister Bonzanini, LB2 – IBM Partner © 2014 IBM Corporation
Agenda About Sercomtel Focus on customer care Tool Purchasing Process Deployment and on-the-job-training Tools Comparisons and benefits Conclusion, Next Steps, and Recommendations
About Sercomtel 3
Sercomtel Public Telecom Company – HQ located in Londrina – Paraná State, south of Brazil. Population of 537,566 (IBGE/2013); Company’s shareholders: Londrina City Hall and COPEL (55% and 45%). 4
Sercomtel Operates in 13 cities across Paraná providing voice and data services; 300,000 customers; www.sercomtel.com.br 5
Sercomtel and Copel – Partnership Sercomtel and Copel have an agreement to transport voice and data 13 cities voice/broadband 66 cities COPEL partnership 6
Sercomtel – Administrative Structure PARTNERS County: 55% Copel: 45% Finance Council Administration Council PRESIDENT Christian Perillier Schneider VICE-PRESIDENT Eloiza Abi Antoun DMKS Marketing 7 DAFI Adm./Finance DCOM Commercial DEOP Engineering and Operations
Telecom Scenario in Londrina Players – Fixed Telephony / Broadband Players – Mobile 8
Focus on Customer Care 9
Focus on Customer Care Customer Care through: – Personal treatment to customers: • Stores • Customer´s home – Call Center (300 assistents) Goals – Offer state-of-the-art technology to customers – Customer Care Quality – Price – Explore innovation and opportunities in Telecom Services 10
What tools were available to us? Call Center and Stores – An in-house developed CRM software; – Sercomtel had a collection of 500 documents about products, plans, services; • Formats: doc, ppt, xls – These documents were used to help call center and store assistants; – Only keywords were associated and used to locate documents; 11
Tool´s Name: Help On-line Sercomtel used an in-house tool developed in 1999: 12
Interface – Search for Keyword 13
Document Retrieved 14
Decision for a new tool Need of a new tool: – Indicated by the customer care sector; Problem in that current software: – Difficulty and long time on finding documents; Evaluation of three different plataforms, with the following features (year 2011): – Collaborative tool; – Sharing files; – Searching data and information; – Wiki tool; – Social platform; – People Collaborating. 15
Purchasing Process 16
Purchasing Process June 2012 Bidding Proceeding - (government) acquisition process; IBM Connections was the successful bidder in the acquisition process; IBM Connections showed complete adherence to Sercomtel´s need – Without the need of customization 17
Deployment and training 18
Consulting in Document Organization It happens before the deployment – Library Content Organization • Crisalida (pt-br.facebook.com/crisalidaarquivos), organized and enhanced the existing documents; • It took three months to complete the service; 28 Sercomtel´s employees were in charge of review those previous documents. 19
Deployment After the purchase process, an organization was hired: – Deployment, on-the-job-training and maintenance: • LB2 (www.lb2.com.br), an IBM Partner has supplied Sercomtel with those services; • Deployment and on-the-job-training took two months; • In the last 15 months, LB2 has provided Sercomtel the maintenance on the system; In addition, Sercomtel has licences from IBM to have on-line support. 20
Tools Comparisons and Statistics 21
IBM Connections – Sercomtel New Interface 22
Comparison between Connections and the Old Tool Search by tag (keyword) 23
Comparison between Connections and the Old Tool Document 24
Comparison between Connections and the Old Tool Search by Product Landline telephony Mobile telephony Broadband ISP 25
IBM Connections – Sercomtel Search by Content 26
IBM Connections - Sercomtel Metrics 27
Total Incoming Calls in a Month Use of Connections in 70% of the calls 28
Document´s Search with Connections Time Reduction in 50% 29
Average Attendance Time Reduced Percentage of Average Reduction on Attendance time: 9% 7.5 7.0 6.4 5.9 2.55 30 2.05
Annual Ammount of Reduced Hours Estimative 31
Annual Savings with Time Reduction 6440 hours R$ 100,000.00 US$ 41,670.00 71560 hours 32
Number of Tags 33
Wiki Pages 34
Data Growth (MB) 35
Conclusion, Next Steps, and Recommendations 36
Conclusion and Next Steps Savings were a consequence, not the focus; Focus is on the quality and readiness on information to customers; Employees are concerned about the information they find on library content; After IBM Connections, employees started interacting more with each other about document’s content and quality, energizing Life's Work and add value to their daily routines; Next Steps: – Use of Connections as a Collaborative Tool in order to allow comments and recommendations by the attendants; – Extend the use of Connections to other sectors of Sercomtel. 37
Recommendations Focus on Social Collaboration; it enhances interaction among people in the organization; The information´s organization is extremely important and it must be done by specialized people; Keep a team to review and create policies in how to maintain wikis, pages and tags; 38
Access Connect Online to complete your session surveys using any: – Web or mobile browser – Connect Online kiosk onsite 39
Acknowledgements and Disclaimers Availability. References in this presentation to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. The workshops, sessions and materials have been prepared by IBM or the session speakers and reflect their own views. They are provided for informational purposes only, and are neither intended to, nor shall have the effect of being, legal or other guidance or advice to any participant. While efforts were made to verify the completeness and accuracy of the information contained in this presentation, it is provided AS-IS without warranty of any kind, express or implied. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this presentation or any other materials. Nothing contained in this presentation is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software. All customer examples described are presented as illustrations of how those customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics may vary by customer. Nothing contained in these materials is intended to, nor shall have the effect of, stating or implying that any activities undertaken by you will result in any specific sales, revenue growth or other results. © Copyright IBM Corporation 2014. All rights reserved. U.S. Government Users Restricted Rights - Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp. IBM, the IBM logo, ibm.com, and IBM Connections are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked tersms are marked on their first occurrence in this information with a trademark symbol (® or ™), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at www.ibm.com/legal/copytrade.shtml LB2 is an IBM Partner and Crisalida is an organization specialized in management of files and documents. Embratel, GVT, Claro, Vivo, Tim, Oi, and Nextel are Trademarks and Telecommunication Company in Brazil Other company, product, or service names may be trademarks or service marks of others. 40
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