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Trinicom België. Multichannel Customer Interaction Koen Prikken Managing Director www.trinicom.be info@trinicom.be. [Trends, Your Challenge?]. Over 50% of customers regularly use the Internet and e-mail to approach an organisation

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trinicom belgi

Trinicom België

Multichannel Customer Interaction

Koen Prikken

Managing Director

www.trinicom.beinfo@trinicom.be

trends your challenge
[Trends, Your Challenge?]
  • Over 50% of customers regularly use the Internet and e-mail to approach an organisation
  • Within a few years, 25% of customer contacts will take place by e-mail
  • In 80-90% of cases, e-mail is sent from the web site
trends your challenge3
[Trends, Your Challenge?]
  • Customer contact volume grows by 10-15% annually
  • Organisations need to reduce customer contact costs
  • Customer satisfaction and the service level have to rise
key pains
[ Key Pains]
  • Written communications not consistent.
  • different general email boxes.
  • No intelligent routing. Aim to reply in 24 Hrs
  • Email growing in number and not consistent replies.
  • No stats on answer turnarounds.
  • Historical product information exists but is not readily accessible (dispersed info).
slide6

phone

IVR / ACD

  • Info/FAQ’s
  • Intranet
  • Website
  • Pdf/doc

Info/FAQ’s

history

1

E-mail

Outlook

  • FAQ’s
  • “Old” e-mails
  • Text blocs

history

FAQ’s

2

Internet

Website

  • FAQ’s
  • HTML pages
  • CMS content

history

FAQ’s

3

[How eContacts Are Handled Now]

slide7

phone

Contactmanagement

Callmanagement

IVR CTI ACD

Knowledge

1

Workflow

E-mail

E-mailresponse

Content

management

history

1

Internet

Webselfservice

SLA-monitoring

tracking

E-mail

E-mailmarketing

1

Reporting

Trinicom T5™

[The Solution: Trinicom T5™]

  • Advantages
  • Reducing Costs
  • More service
what does trinicom do
[What Does Trinicom Do?]
  • Dutch company, active since 2000
  • Producer of multi-channel customer interaction management software T5™
    • Web self-service (Internet)
    • E-mail response management (inbound e-mail)
    • Chat (inbound service chat)
    • Agent support (call logging and scripting)
    • Analysis (business performance measurement)
    • E-mail marketing (outbound e-mail)
  • Development, sales, implementation and support
  • Market leader in the Benelux > 130 installations
  • 25th in Deloitte Technology Fast 500 EMEA 2005
slide13

Ask a question

Don’t find the answer?

slide15

Thanks!

You’ll get an answer within…

slide16

[any questions?]

[start here]

Trinicom Belgium NV

Interleuvenlaan 62

3001 Heverlee

Koen Prikken

Business & Decision

Omwentelingsstraat 8

1000 Brussel

Valerie Viverette