Scaling and
institutionalizing
analytics to enhance
customer experience
a business perspective
Sumit Mitra
Managing Director- Central Business Services
The Next Generation 2
What is our customers telling us?
Our customers tell us that we need to:
Be easy to do
business with
Deliver predictab...
“Major branch has gone down!!”
“Where is my circuit when are you
“The site is NOT in my inventory!!”
“Grow change contr...
Delivering the next generation of Service from BT
People Tools and Systems Processes
Contract delivery shared service
•...
Customer experience – single source of truth through analytics
Orders
Inventory
Billing
The Next Generation 6
Drilling down to the next level- Supplier Performance
Dashboards Benchmarking
• Supplier dashboards coverage extending f...
Analytics at the heart of customer centricity- “Getting the smell of the customer”
Customer centric Dashboards
• 360 deg...
Time for questions
Thank you
The Next Generation 9
of 9

NASSCOM BPM Summit 2014 : Panel Discussion Scaling and institutionalizing analytics to enhance customer experience: - Sumit Mitra, VP - Contract delivery shared service, BT Global Services

Presentation by Sumit Mitra, VP - Contract delivery shared service, BT Global Services in NASSCOM BPM Summit 2014
Published on: Mar 3, 2016
Published in: Business      
Source: www.slideshare.net


Transcripts - NASSCOM BPM Summit 2014 : Panel Discussion Scaling and institutionalizing analytics to enhance customer experience: - Sumit Mitra, VP - Contract delivery shared service, BT Global Services

  • 1. Scaling and institutionalizing analytics to enhance customer experience a business perspective
  • 2. Sumit Mitra Managing Director- Central Business Services The Next Generation 2
  • 3. What is our customers telling us? Our customers tell us that we need to: Be easy to do business with Deliver predictably Keep our customers informed • Strong and trusting relationships • Market Leading Online Capability • We speak our customers’ language • Our customers know what to expect from the off • Our output is slightly more than we promised • Customers have certainty of cost and timescales • Proactivity both in action and communication • Communications are relevant to the customer’s business • Our comms are tailored to the customer whilst consistent across all channels The Next Generation 3
  • 4. “Major branch has gone down!!” “Where is my circuit when are you “The site is NOT in my inventory!!” “Grow change control revenue” delivering?” “Why do I need to call a different helpdesk?” “Didn’t get a response on my quote!!” “what is our total spend across BT!!” THE CONFUSION CREATED WHEN ONE’S MIND OVERRIDES “You didn’t meet my obligation!!” THE BODY’S BASIC DESIRE TO CHOKE THE LIFE OUT OF SOME PERSON WHO DESPERATELY NEEDS IT !! Where we started from “I am not paying my bills!!” “Supplier doesn’t deliver on time!!” The Next Generation 4
  • 5. Delivering the next generation of Service from BT People Tools and Systems Processes Contract delivery shared service • Single consistent way to manage our top 1500 accounts globally – right people at the right place at the right time at the right cost Continued insourcing core activities • Focusing on Core services like Field Services, reducing risk whilst increasing reach Investing in Global Hubs • Industry leading attrition rates, India running at 11% annualised with half that driven by BT • Highest level of people engagement scores across BT Continued investment at $50m pa for systems transformation New assured service level agreements (SLAs) • For customers’ applications and network infrastructure More proactive and pre-emptive service • Linkage of orders-inventory – fault management • 70 % of all fault reporting will be proactive Online – My Account • User-defined reporting, access using and customer credentials, new forecasting and modelling tools, configurable contact list, ‘non logged in’ ticket notification to any device Real time jeopardy management and workflow automation Enhanced NOC (to address eNSI) deploying for business outcome monitoring (BOM) • Mapping service events to business outcomes Automation for device configuration correction and CPE discovery Delivering e2e SLA and application guarantees • Across multiple vendors Active management of 3rd parties • Increased use of balanced scorecards to a further 80 suppliers Improved cycle times by 30% yoy Increased online self-service management • BT contact list live • Mobile view incident tracking & single view incident management Bringing it all together via a central business service model Innovating through Analytics Predictive network analytics Visualisation for capacity planning Supplier performance analytics 360 degree view across customers The Next Generation 5
  • 6. Customer experience – single source of truth through analytics Orders Inventory Billing The Next Generation 6
  • 7. Drilling down to the next level- Supplier Performance Dashboards Benchmarking • Supplier dashboards coverage extending from top 100 to top 200 suppliers • Alliance methodology Green • Supplier performance comparisons drive improvement and selection • Assures regional performance for customers Tier 1 Supplier Magic Quadrant APAC MQ Americas MQ EMEA MQ The Next Generation 7
  • 8. Analytics at the heart of customer centricity- “Getting the smell of the customer” Customer centric Dashboards • 360 degree view of customer • Single inventory for fault management and orders • Pro-active network capacity planning Customer intimacy–industrializing and scaling analytics • Consistent experience globally • Single strategy on analytics • Fully aligned Bid to In-life life cycle view • Scaling it across our global hubs Customer billing analytics • Clear breakdown and transparency • Clarity on management information • Immediate query resolution Customer driven investments • Systems and tooling • eBonding • Predictive network analytics The Next Generation 8
  • 9. Time for questions Thank you The Next Generation 9

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