KPI - Dashboard
Transcript: What are your next steps? Train your agents by Sept 25,2014 Obtain System Outage Call-back forms Send confirmation of training to: Natalie Daly What’s next from Corporate Communications? Communication to come from Kim Sutch to all agents. System Outage Process (Sales & Service) *Delete the original form from the Inbox which is now in black: Continued on next slide KPI Dashboard Existing Client Result Expected Online Client Services Bernie Group to assess DGIG situation with understanding of IT systems More detailed analysis of areas where tangible advancements could be made System Outage Process (Sales & Service) System Outage Process (Sales & Service) System Outage Lotus notes The client can process the following transactions online : Online Client Services System Outage Process (Sales & Service) System Outage Process (Sales & Service) Online Client Services The client can process the following transactions online : Inbound call from client System Outage Callback Form – Lotus Notes KPI - Dashboard System Outage Process (Sales & Service) If HIGH PRIORITY Client’s request must be processed within 24 hours or the client requests a callback from us. System Outage Process (Sales & Service) Call back Agent Key Topics for discussion System Outage Process (Sales & Service) System Outage Callback Form – Lotus Notes Sales and Service Complete the System Outage Callback Form on Lotus Notes. Location: DGI home- Common-Forms Lotus Notes-Sales-All-System Outage Sales-System Outage Callback Form If Lotus Notes is unavailable, complete the paper copy of the form (see your SM for instructions). Partnership opportunity with Bernie Group System Outage Process (Sales & Service) Online Client Services Next steps System Outage Callback Form – Lotus Notes If low priority If low priority A design concept that will result in concrete tools and tangible evolution of our performance management approach If the internet is unavailable or the client is not interested in Online Client Services or the client’s request is for something else, determine the priority. System Outage Process (Sales & Service) System Outage Process (Sales & Service) If the internet is unavailable or the client is not interested in Online Client Services or the client’s request is for something else, determine the priority. System Outage Process (Sales & Service) Mr. (client), I apologize, our systems are currently unavailable, however let me assist. What were you hoping to do today? System Outage Callback Form – Lotus Notes System Outage Process (Sales & Service) To identify opportunities for DGIG to accelerate improvement in our KPI reporting and dashboards. The scope is both in terms of evaluating content and delivery of information. Process the automobile quote using the internet quoter online with the client and explain this is an initial estimate only. Advise the client that once the system is functioning, the quote will be reviewed. If the internet is unavailable, go to the next step below. Client’s request can be processed at later date. Advise client to call us back the following business day. Tools for your Agents System Outage Callback Form – Lotus Notes Continued from previous slide System Outage Process (Sales & Service) Continued on next slide System Outage Process (Sales & Service) Existing Client System Outage Process (Sales & Service) System Outage Process (Sales & Service) If the internet is unavailable or the client is not interested in Online Client Services or the client’s request is for something else, determine the priority. Inbound call from client Internet quote (Auto) Call back Agent System Outage Process (Sales & Service) System Outage Process (Sales & Service) Inbound call from client System Outage - Process Objective System Outage Callback Form – Lotus Notes Client’s request can be processed at later date. Advise client to call us back the following business day. Client’s request can be processed at later date. Advise client to call us back the following business day. New client/line of business System Outage Process (Sales & Service) Continued from previous slide If HIGH PRIORITY Client’s request must be processed within 24 hours or the client requests a callback from us. System Outage Lotus notes Bernie Group high level overvieanalysis conducted and proposal of November 2014, as well as brief history of working on projects with clients under similar conditions IT Systems evolution at DGIG (NEXT) and realistic abilities to improve in short term Reflection on DGIG current KPI Dashboards and delivery methods Open questions period New client/line of business Tools for your Agents System Outage Process (Sales & Service) If Lotus Notes is unavailable, complete the paper copy of the form Paper form will be made available Follow up – Who will the dispatcher dispatch to? http://www.roch.edu/dept/et/wheel/wheel.html The client can process the following transactions online : Mr. (client), I apologize, our systems are currently unavailable,
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