D105: Speech Drives CRM SpeechTEK 2007 Voice CRM at Generali Group – Europes leading Insurance Company Christian J. Pereira email@example.com
Agenda – VoiceCRM at Generali Group • Introduction • Motivation and Objectives • Project • Results and Lessons Learned
First Place International Best Practice Award D+S solutions develops and operates speech automation solutions • Hosting on „Best-of-breed“ infrastructure • Leading VoiceXML-Interpreter • Leading Speech Recognition and TTS • Phone Application Management • Award winning Hosting (Hosted / Managed Service) • Award winning application development • Sector specific products (Voice Portal Suite)
Generali Group (Volksfürsorge) • Generali Group, founded in 1831 in Trieste, is one of the most significant participants in the global insurance and financial products market. • Generali is now present in 40 Countries, with significant market shares in Germany, France, Austria, Spain, Switzerland as well as Israel. • Employees of the insurance sales force are mostly independent and part time workers who sometimes are bound to a single organization but very often represent a set of insurance companies depending on the type of service. • The sales force is crucial for company’s success but due to the independent status of the partners there are limited options for centralized IT-solutions.
Can the self-service process be extended to the telephony channel? • Will this channel be accepted in a B2E environment? • Can this experience lead to an additional B2C self service channel? The starting point – from IT implementation to usage • Generali invested in an innovative CRM infrastructure already (SOA architecture / IBM). • This infrastructure was opened for browser access but most sales representatives just called the service center to get their individual customer data and sales quota information. • This process occupied agents and still led to the high costs of a media gap.
Motivation and Objectives Motivation • Cost reduction and leverage of the CRM investment • Case study for multi-channel self-service Objectives • Cost reduction within 6 month after project‘s start • ROI within 15 month • Customer satisfaction (sales force) • Use of existing ITC infrastructure • Data protection / data security Fast implementation of an accepted speech portal Seamless integration in existing infrastructure Best-of-breed access control for the voice channel
Integration with hosted infrastructure TC-Integration IT-Integration Q.SIG (Leased Line) SOAP/XML (VPN) SIP VoiceXML https … SIP-Gateway Application Server (Phone App Mgmt) Media-Gateway (VoiceXML) SOA (CRM data) HiPath ASR TTS Media-Gateway Genesys VGP ASR / TTS IBM Websphere Voice Phone App Mgmt VoiceObjects 7
SV-Protection Auto Attendant(agent) CRM-data(self-service) eMail response Project – application
Roll-out-acceptance • CSO commitment • Marketing material • Kick-off event • Roadshow: introduction / motivation • Monitoring of mass adoption
Results and experiences Development and integration Roll-out • project in time / in budget • Hosting integrated fast and seamlessly • Technology problems solved • Marketing support and road show supported success • Pilot helped to solve initial problems Acceptance and ROI Next steps • 69% choose self-service • Channel mix is highly accepted • Biometry is accepted but … • Cost reductions and improved SOA-implementation ROI • Improve reporting (CDR) • More functionality on B2E • Extension to B2C
Any questions? D+S solutions GmbH Im Mediapark 6A D-50670 CologneGermany Christian Pereira, Managing Director firstname.lastname@example.org www.dssolutions.de