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Three Use Cases for Service and Support Chris Robbins, Chevron  Kimberly Jansen, Misys Steve Petrofsky, VeriSign Track: Service and Support Executives
Safe Harbor Statement ,[object Object],[object Object],[object Object],[object Object]
Chris Robbins Technology Manager, Service Center Center of Focus [email_address]
Chevron Overview ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Focus Area: North America Service Centers  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Key Challenges  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Solution  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],DEPLOYMENT DETAILS
Results  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],BENEFITS
Snapshot  ,[object Object],[object Object],[object Object]
Kimberly Jansen CRM Programme Manager [email_address]
Company Introduction ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],INDUSTRY:  Financial Services EMPLOYEES:  +6,000 GEOGRAPHY:  Worldwide PRODUCT(S) USED:  SFA, Service & Support, Custom build applications, 1 downloaded AppExchange application # USERS:  + 1,000
Service & Support within Misys ,[object Object],APAC MEA GLOBAL TREASURY EUROPE AMERICAS JAN ‘05 MAR ‘05 MAY ‘05 FEB ‘05 APR ‘05 GLOBAL CONTACT CENTER   ONE COMMON PORTAL May ‘06 FEB ‘06 M MERGER Retail Self Service Portal Wholesale Self Service Portal
Merging Portals - Key Challenges  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Solution  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Results  ,[object Object],[object Object],[object Object],[object Object],[object Object],“ The new portal is impressive - the layout of the logged cases screen is a big improvement.”  Jeremy Richards - National Bank of Egypt “ .. it all works very well and makes it far simpler for us to follow up on outstanding issues and look for similar errors.”  Mark Wiles - Mizrahi Tefahot Bank Ltd Do you find that the enhanced version of the portal has increased your likelihood to use the portal to log & follow up on issues logged with Misys?   “ No - because we already find it   indispensable !” Peter Woods - BGB 24% 14% Opics 31% 7% Midas 48% 15 Trade Innovation 50% 23% Financial Messaging 51% 4% Private Banking Solution 57% 44% Retail Bankmaster 70% 20% Other 75% 34% Retail Equation 92% 13% 3PP Aug 06 Aug 05 Product Area Portal Percentage    
Impact on Case Turnaround Times
Case Origin Trend Case Origin COMMON PORTAL ROLLOUT
The Self-Service Effect
Merging Portals  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Portal – Home Page ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Portal – View Cases ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Portal – Case Search glc0501 ,[object Object],[object Object]
Enhanced Portal – Log a Case Field values dependent on Case Product area
Enhanced Portal – Solutions Enhanced Solution Searching per Category
Enhanced Portal – Solution Detail ,[object Object],[object Object]
Content Management ,[object Object],[object Object],[object Object]
Driven and Managed from Salesforce ,[object Object],[object Object]
Added Some Logic ,[object Object],[object Object]
Use of Web Techniques ,[object Object],[object Object]
Customers Like It! ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Steve Petrofsky Customer Care [email_address]
Company Introduction ,[object Object],[object Object],[object Object],[object Object],[object Object],INDUSTRY:  Mobile Content Delivery Services EMPLOYEES:  4,500 GEOGRAPHY:  Global PRODUCT(S) USED:  Service & Support, SFA # USERS:  157
Key Challenges  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Content Purchase at Media Site
Integrated Web2Case
Subscription Ringtone Purchase
3 rd  Party Access to Web2Case
Common Consumer Case Form
Sample Dashboard of Consumer Support  Demo Dashboard
The Solution  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],DEPLOYMENT DETAILS
Results  ,[object Object],[object Object],[object Object],[object Object],[object Object]
Kimberly Jansen CRM Programme Manager Chris Robbins Technology Manager Steve Petrofsky Customer Care QUESTION & ANSWER SESSION
Session Feedback Let us know how we’re doing! ,[object Object],[object Object],[object Object],[object Object],[object Object],Save time! Use your cell phone or mobile device to send Feedback via SMS/Text Messaging! Send a message to  26335 In the message body:   Session 152, ####   For example, “ Session 152, 5555 ” Session ID:  152 Session ID # Scores for 4 categories SMS Voting powered by:

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