Performance Driven Customer Engagement
Concentrix Corporation
President
Chris Caldwell
Japan Concentrix K.K.
President
Toshiyuki Namiki
2
Agenda
1.
Breaking New Ground through Thought Leadership and
Innovation
2. How Customer Business Objectives are Changing
3. New Requirements for Customer Engagement
4. Proven Success: Thought Leadership Case Studies
© 2014 Concentrix Corporation 4
Building, Integrating, Expanding for over 40 years
Delivery Centers 1 ~5 15+ 50+ 1973 1983 1991 2000 2004 2005 2006 2007 2009 2010 2011 2013 Genelco Founded B2B Insurance Advisor and Software
45,000+ Staff
BSA Sales Founded B2B Sales and Technology Products
Concentrix Founded B2B and B2C Sales, Marketing and Customer Support
Daksh e-Services Founded (India)
SYNNEX Acquired BSA Sales
IBM Acquired Genelco
IBM Acquired Daksh
SYNNEX Acquires Concentrix
Concentrix acquires link2Support - Philippines Concentrix Acquires Occidental Business Services – Costa Rica
Concentrix Acquires Encover & Aspire - US / UK
Concentrix Acquires GEM - Belfast SYNNEX Acquires IBM Customer Care business
Concentrix Acquires Intelligent Outsourcing -Nicaragua
Concentrix Acquires e4e Teleservices - India / US
Global Consistency, Local Intimacy
Ireland Argentina United States Mexico Canada Uruguay Costa Rica Brazil Nicaragua Bulgaria United Kingdom Hungary Portugal Slovakia India China Japan Malaysia Singapore Australia New Zealand Hong Kong Philippines Spain Sweden UAE Colombia Korea Peru6
Concentrix – High Value Business Services Delivered
Concentrix blends innovation, experience and flexibility to provide
unparalleled solutions for customer engagement and business
transformation
Leading companies are driving new revenue, improving customer experiences and
lowering costs through a focus on customer interaction. Every customer interaction
Operating Principles
Visibility
throughout the organization allows us to
quickly see and address problems and
opportunities
Velocity
lets us quickly adapt to, even anticipate,
change in the marketplace and your business
Value
to our staff, clients, and shareholders is
considered and upheld in all we do
Our value as a strategic partner
How we operate: The 3 Vs
• We are passionate about your customers, product, and brand
• We invest in technology and innovation to grow your business
• We are actively involved in your business at all levels of the organization
• We view each client relationship as a partnership, where we learn and grow together
• We build solutions built on decades of deep industry experience
elocity
alue
© 2014 Concentrix Corporation
Changing Customer Requirements in the Digital Age
Changing Customer Requirements
*The Social Customer Service Year in Review for your 2014 Strategy *Conversocial **Return Path
*** PwC 2014
**** Gartner, “Predicts 2014: E-Commerce Becomes Digital for Those That Can Adapt Fast”, Penny Gillespie et al, 26 November 2013
Implications of the Digital Age
63%
of consumers think companies should
offer
social customer support
55%
now
expect
it*
Communication shift from private to
public/social – often linked to identities
through social profiles*
Speed and convenience continue to trend;
average aggregated device connectivity
speed will be 4X greater in 2015 than 2011***
By 2018, organizations that have fully
invested in all types of online personalization
will outsell companies that have not by more
than 30%.****
41%
of consumers
buy more from
retailers
who
send personalized
emails
based on past buying behaviors**
Nearly
40%
of
Internet activity
is
carried out on
mobile devices
*,
Differentiation in Your Ecosystem Improves Business Outcomes
Industry Vertical Expertise Customer Lifecycle ManagementImproved
Business
Outcomes
Customer Engagement Strategy
Every customer interaction in your ecosystem presents an opportunity, enabled by Concentrix people, services and technology.
• Operational
excellence
• Customer
experience
• Customer
advocacy
• New business
revenue
• Ecosystem
performance
• Operational
excellence
• Customer
experience
• Customer
advocacy
• New business
revenue
• Ecosystem
performance
Our People – Passionate about your brand Technology Innovation Process Optimization Customer Engagement Speed & Flexibility Global coverage, local knowledge Business
Services
+
+
=
10
Improved Business Outcomes are Critical to
Meet Changing Customer & Business Requirements
A differentiated customer experience across multiple channels Advocacy, loyalty and deeper relationships Clear insight Cost reduction and operational excellence New customer acquisition and revenue High quality interactions High quality execution
• Complex support needs • Complex service activation • Multi-channel active
• High loyalty and high expectations
• Complex support needs • Complex service activation • Multi-channel active
• High loyalty and high expectations
Digitally
Digitally
-
-
enabled
enabled
consumer
New Requirements for Customer Engagement
Evolution of the Customer Lifecycle Requires the Evolution of the
Supporting Ecosystem
Process Optimization and Performance Improvements are More Critical as
Customer Requirements Evolve
There is a Mandate to Leverage Advanced Technology Platforms,
12
[Namiki-san Part]
1.
Concentrix: Breaking New Ground through Thought Leadership
and Innovation
2. How Customer Business Objectives are Changing
3. New Requirements for Customer Engagement
4. Proven Success: Thought Leadership Case Studies
< Recap >
The Important 3 Trends in Customer Care BPO in Japan
The change of customers
Customer Experience in every interaction is the most
influential element for the decision making of purchasing
The testimonials by family and friends are more powerful
information for customers
The change of clients
Increase the demand to get the business results, rather
than Cost reduction
Shift from payment for work to outcome based payment.
The change of BPO service providers
Appear of the Global Players
The Practical Approach by Concentrix for The Customer New Trend
Customer Experience focus value delivery
Provide the service to Maximize the
value in every interaction
(Support)
2
Enhance the customer to
“Fan”
(Renew)
3
1
Understand customer and find the
value for them
(Acquire)
Campaign Management Cross-Media Marketing Demand Gen Direct Sales Data Management Technical Support Customer Care e-Support Billings Concierge Evergreen Contact to Close Service Revenue Generation Loyalty Campaign Management Cross-Media Marketing Demand Gen Direct Sales Data Management Technical Support Customer Care e-Support Billings Concierge Evergreen Contact to Close Service Revenue Generation Loyalty
Provide the best customer experience in the every interaction with customer
Product focus value delivery
Plan Develop Marketing Sales Support& Service
Product oriented marketing approach
Appeal product function and spec
One way message delivery for broader target audience by Vendor
Customer Reference :
The transformation of Customer Engagement
After
Customer Develop Integrated Customer DB Target Customer List Up Integrated Information Management with Partner/ResellerAuto Renewal quotation
Integrated Contract Negotiation management with Customer Up-sell/Cross-Sell Get new contract and issue bills
Before
Sales Div Support Div Partner/Res eller Customer Customer Machine ContractPromotion & Campaign
Maintenance Contracts
Ad hoc customer contact by division Integrated customer contact and support process
【Issue】
Down renewal rate and increase the sales cost to aquire of new customers, therefore profitability was getting worse.
【Actions and results】
Establish the end to end process Acquire〜Support 〜Renew( Deployed Renewal Manager) Improve renewal rate from 50% to 75%（Large Electronic Parts Vendor)
Increase up-sell rate by 30% (Healthcare Solution Provider） Increase warrantee contract rate by 43%
Former BPO Model
Focusing on the Cost reduction
The Latest BPO Model
Focusing on the Business performance and outcomes
Variable price based on the agreed KPIs
►Customer Sat
►Revenue of Cross- Sell
and Up-Sell
Outcome Based Fee System Variable price based on the
usage ►Contacts volume ►Transaction volume ►Operating Time Usage based Fee System
Evolution of the Partnership
Realize the new service model “Outcome Based Payment” service.
The Practical Approach by Concentrix for The Clients New Trend
Man hour based Fee System
Fixed price
► Man hour base (Plan) ► Man hour base (Actual）
Process Optimization model:
Improve Productivity Cost cutter model：
Reduce the unit price of workers
Innovator model： Achieve transformation
Customer Reference :
The Outcome Based Fee System by Concentrix
Credit Card Industry
Electric Power company/Insurance
Retail & eCommerce
Consumer Electronics
•Usage based fee system by examination transaction volume •SLA by Net Promoter Score（Penalty /Incentive）
•Usage based fee system by productive operation work time and Web page production numbers
•SLA by Customer Sat Score (Penalty /Incentive）
•Outcome based fee system by Up Sell Revenue amount
•SLA by response read time to customer in multi channel environment
（Penalty ）
•SLA by Customer Sat Score (Penalty )
•Usage based fee system by contract change / renewal transaction volume •KPI by prospected customer opportunity pitch number to Field Sales
Client Relationship・Contract(Japan)
Management/Support（India） Analytics Center(US)
Former BPO Model
Back Office (China） Japan Reception China Reception Europe Reception US Reception ・・・・
Concentrix BPO Model
Manage by Global
Back Office（Ph） Client Focal Management Client Focal Management Back Office Reception for Europe Back Office Reception for US A社 C社 Client Focal Management Back Office Reception for Japan Ｂ社 Client Focal Management Back Office D社Manage by Country
The Practical Approach by Concentrix for The BPO Service Provider New Trend
Global governance, local intimacy
Receptionfor China
The new approach and proposal by Japan Concentrix
Small start and grow together
Trial approach, step by step
Analyze the result
Analyze current status and define issues by quick assessment program
Call Center productivity
analysis
Web Operation Analtsis
Assessment
Execute Trial
（PoC）and
get the quick Win
Run a few months Trial
and proof of concept
Visualize the ROI
Test the SLA to optimize
Trial
Provide outcome based
fee system BPO service
based on the PoC results
Apply outcome based fee
system
Set the Incentive/Penalty by
SLA
Set the KPIs to contribute to
Revenue Max
