Aligning Desktop Analytics to Drive Enterprise Performance January 14, 2014
OpenSpan - Alligning Desktop Analytics to Drive Enterprise Performance
Nov 22, 2014
Donna Fluss, President of DMG Consulting discusses concrete practices and benefits of desktop analytics in customer service and back office environments to transform enterprise performance. Anna Convery, EVP OpenSpan, highlights the latest advancements in this technology along with several success stories from companies utilizing desktop analytics to improve business operations.
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Aligning Desktop Analytics to Drive Enterprise Performance
January 14, 2014
Aligning Desktop Analytics to Drive Enterprise Performance
What to Expect Today
Introduction
The latest research in desktop analytics
Q & A
© 2006-2013 by OpenSpan, Inc. All rights reserved. 1
Meet the Speakers
© 2006-2013 by OpenSpan, Inc. All rights reserved. 2
Donna Fluss Founder & President
DMG Consulting
Anna Convery EVP, Strategy
OpenSpan
Customer-Focused Strategy, Operations & Technology
Desktop Analytics & Automation
January 14, 2014
Donna Fluss, President
© 2013 DMG Consulting LLC 4
Staff
Improve employee
performance
Improve compliance &
reduce risk
Identify system
inefficiencies
Provide employee guidance
Streamlines servicing systems
STRUCTURED OUTPUT
System Performance Analytics
Employee Activity Tracking &
Process Analytics
Process Automation
Employee Guidance
Workflow
DESKTOP ANALYTICS
Automate manual
tasks
Desktop Applications
Desktop Analytics
© 2013 DMG Consulting LLC 5
Employee Activity Tracking
EMPLOYEE ACTIVITY TRACKING SCORE
Applications used by employees
Application usage by total time
Application usage by percentage
Screen usage by total time
Screen usage by percentage
Application usage by employee vs. department average
Time spent on the Internet
Actual usage patterns vs. expected process flow
% adherence to process flows
Application idle time
© 2013 DMG Consulting LLC 6
Employee Guidance/Next-Best Action
Verify Caller
Identify Cell
Number Offer X,Y, Z
Fraud Risk
High-value Customer Script
© 2013 DMG Consulting LLC 7
Process Automation: Common Uses
Propagating data across applications and
systems
Cutting and pasting between applications
and screens
Embedding logic checks based on
business rules
Preventing employees from making errors
Launching other applications needed to
complete a case or work item
Enabling the creation of composite screens
Pausing and resuming recording for PCI-
adherence
© 2013 DMG Consulting LLC 8
Workflow
© 2013 DMG Consulting LLC 9
What DA Fixes
Disparate technology from merged enterprises
Non-integrated servicing applications
Complex and inflexible Siebel installations that
are expensive to update
Access to multiple underlying servicing
applications for agents
Access to information required to address
customer inquiries
Redundant data entry – cut and paste
Lack of spell check in outdated CRM
applications
Absence of CRM, servicing or sales
applications
Dependence on IT to make system changes
Limited life of existing servicing applications
© 2013 DMG Consulting LLC 10
Takeaways
DA provides transparency into everything employees are doing at their desktop
DA is flexible, less expensive and quicker than trying to fix many underlying
servicing applications
DA should be applied to front and back-office operating environments
DA enhances staff satisfaction and productivity at the same time as it reduces
errors and improves quality
DA identifies process breakdowns and improves the customer journey
DA is a gift – it can dramatically improve service quality, staff productivity, the
customer experience, and differentiate your service
© 2013 DMG Consulting LLC 11
Thank You!
6 Crestwood Drive, West Orange, NJ 07052
tel 973.325.2954 | cell 973.493.0120 | fax 973.325.2071 | [email protected]
© 2006-2013 by OpenSpan, Inc. All rights reserved. 12
• Find Inefficient Processes • Reduce Variability • Identify Training Issues
Business Insights
• Measure Workers to Gold Standard Behaviors
• Incent Workers Based on Goals and Outcomes
Operational Efficiency
Worker Performance
Application Support
• Capture Application Usage • Prioritize Maintenance • Record Error Steps
© 2006-2013 by OpenSpan, Inc. All rights reserved. 13
Customer Satisfaction
Risk and Compliance
• Track Internal & External Compliance • Measure Process Adherence • Fraud Detection and Prevention
Before After
• Understand repeat transaction drivers • Correlate customer
satisfaction to behavior • Customer Acquisition Retention
& Growth
Revenue Generation
• Understand repeat transaction drivers • Correlate customer
satisfaction to behavior • Customer Acquisition Retention
& Growth
Business Insights
© 2006-2013 by OpenSpan, Inc. All rights reserved. 14
Q & A
If you would like more information, feel free to send us an email or give us a call.
US/Canada: +1 (678) 527-5400, (877) 733-1136
UK: +44 (0) 207 043 3573
India: +91 80 40300 780
www.openspan.com
Thank You for Participating!
© 2006-2013 by OpenSpan, Inc. All rights reserved. 15
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