Michigan Office of Retirement Services

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CALL CENTER CUSTOMER SERVICE
Using Integrated CRM Software By Jon Seeger
John Donovan
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AGENDA

• MICHIGAN OFFICE OF RETIREMENT SERVICES OVERVIEW
• WHERE ORS STARTED
• WHERE ORS IS NOW
• HOW ORS GOT THERE
• PROJECT VISION
• IMPLEMENTATION METHODOLOGY
• NEXT STEPS
• QUESTION ANSWER

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ORS Mission Vision

• The Office Of Retirement Services Administers
  Retirement Programs For Michigans State, Public
  School, Judges And State Police Employees.
• Mission Statement
• We Deliver Pensions, Related Benefits And
  Services To Promote The Future Financial Security
  Of Our Customers.
• Vision Statement
• Provide Fast, Easy Access To Complete And
  Accurate Information And Exceptional Service.

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ORS Overview

• 400,000 Active Members, 200,000 Retirees,
  1,200,000 Inactive
• Call Center Opened In 1997
• 25 Call Agents
• 250,000 Calls in 2004
• 5,500 Walk-Ins in 2004
• 12,801 E-mails in 2004
• 18,160 Service Credit Billings Generated in 2004

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Where ORS Started

• Legacy Retirement Systems
• Call Center Agents Standalone Tools
• Staff Fulfilled Own Forms Requests
• No CRM Contact Information
• No CRM Ticket Information
• No Telephony Integration
• Cassette Recorder Infrequent Monitoring Of
  Agents

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Business Scenarios

• Call Routing - CRM
• Basic Call Routing
• Asked Caller For Retirement System
• Provided Some Information Based On Selection
• Octel Voicemail For Basic Requests
• No Intelligence
• Agent Did Not Know Who Is Calling
• Agent Did Not Know If Caller Had Previously
  Called
• Agent Did Not Know What Information Was
  Previously Provided

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Business Scenarios

• Billing Requests
• Paper Form Was Filled Out
• Paper Form Routed To Appropriate Unit
• Billing Was Completed Using A Spreadsheet
• Billing Mailed To Customer - Copy Routed To Paper
  File
• Call Agent Had No Idea If/When The Work Had Been
  Completed
• Duplication Of Effort

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Business Scenarios

• Retirement Application Status
• Customer Inquiring About Application Status
• Call Placed To Application Processing Staff
• Physical File Needed To Be Located
• If File Located, Customer Was Provided Answer
• If File Not Located, Researched And Call-back

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Where ORS Is Now

• Siebel Call Center Applications - CRM
• Clarety Retirement Applications Including Filenet
• Integration With Legacy Systems
• Tight Integration Siebel/Clarety
• Computer Telephony Integration - CTI
• Avaya Interactive Voice Response System
• Nice Monitoring Recording System

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Project Timeline

• Staged Project
• Stage 1 July 2002
• Siebel 7.0 Clarety Retirement Database
  Implemented
• Stage 2 January 2003
• Clarety Replaced Legacy Membership Databases
• Siebel Upgrade To 7.5 Mid-Year
• Stage 3
• Genesys Computer Telephony Integration June
  2004
• Avaya Interactive Voice Response June 2004
• Nice Monitoring Recording November 2004
• Siebel/jClarety/workflow Enhancements April
  2005

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Stage 1 Siebel 7.0 Clarety

• Overview of the System
• Functionality Included
• Systems Integrated With Legacy Systems in Batch
• Systems Integrated

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Stage 1 Siebel 7.0
Siebel Contacts Screen
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Stage 1 Siebel 7.0

• MPSERS Member Information

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Stage 1 Siebel 7.0

• Business Scenario 2

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Stage 1 Siebel 7.0

• CPP Page 1

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Stage 1 Siebel 7.0

• CPP Page 2

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Business Scenarios

• Call Routing - CRM
• Basic Call Routing
• Asked Caller For Retirement System
• Provided Some Information Based On Selection
• Octel Voicemail For Basic Requests
• No Intelligence
• Agent Did Not Know Who Was Calling
• CRM Improvements
• Agent Knew If Caller Had Previously Called
• Agent Knew What Information Was Previously
  Provided
• Agent Had Caller Information More Readily
  Available

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Stage 1 Siebel 7.0
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Stage 1 Siebel 7.0

• Business Scenario 3

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Business Scenarios

• Billing Request
• Ticket Was Captured In Siebel No More Paper
  Forms
• Ticket Was Routed To The Appropriate Unit
• Work Was Completed Using A Spreadsheet
• Mailed To Customer, Copy Routed To Paper File
• Ticket Updated In Siebel Manual Process, Not
  Reliable
• Still Some Duplication Of Effort

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Stage 1 Siebel 7.0

• Interaction View

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Stage 1 Siebel 7.0

• Ticket View

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Stage 1 Siebel 7.0

• Business Scenario 3 Screenshot

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Business Scenarios

• Retirement Application Status No Change
• Customer Inquiring About Application Status
• Call Placed To Application Processing Staff
• Physical Filed Needed To Be Located
• If File Located, Customer Was Provided Answer
• If File Not Located, Researched And Call-back

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Stage 1 Highlights

• Moved To Electronic Environment For Tickets No
  Paper Forms
• Ability For Staff To Communicate Within One
  Application
• Reduced The Number Of Applications Staff Accessed
  For Information
• Reduced Duplicate Data Entry
• Captured Stored Call Information In One
  Application
• Distributed Electronically Generated Tickets
• Integration With Legacy Systems

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Stage 2 Siebel Clarety Integrated

• Upgraded To Siebel 7.5.3 With Customized
  Enhancements
• Membership Information Migrated To Clarety
• WANG Legacy Replacement
• (EAI) Real Time Siebel Clarety
• Workflow Processes Tickets
• Connection Dashboard
• Persistent Dashboard
• Data Synchronization
• Filenet Introduced

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Stage 2 Siebel Clarety Integrated

• Stage 2 Content Here

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Stage 2 Siebel Clarety Integrated

• Stage 2 Content Here

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Business Scenario

• Call Routing - CRM
• Basic Call Routing
• Asked Caller For Retirement System
• Provided Some Information Based On Selection
• Octel Voicemail For Basic Requests
• No Intelligence
• Agent Did Not Know Who Was Calling
• CRM Improvements
• Agent Knew If Caller Had Previously
  Called/Cautionary Note
• Agent Knew Information Previously Provided To
  Member
• Agent Had Caller Information More Readily
  Available
• Better Integration With Clarety
• Single Application For All Member Information
• Correspondence, File Information Available Online
  Going Forward

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Stage 2 Siebel Clarety Integrated

• Screenshot 3 FileNet

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Business Scenario

• Billing Requests
• Ticket Information Recorded In Siebel
• Ticket Printed Routed To The Appropriate Unit
• Workflow Initiated In Clarety
• Work Completed In Clarety Workflow Updated
• Billing Mailed To Customer
• Agent Able To Determine Ticket Status - In
  Clarety
• Improved Ability To Know Status Of Workflow

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Stage 2 Siebel Clarety Integrated
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Business Scenario

• Retirement Application Status
• Customer Inquiring About Application Status
• No Call Placed To Application Processing Staff
• Application Imaged
• File Processing Information Imaged
• Less Contact Between Agent Retirement Processor
  For Status

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Application Contact Log Screen
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Stage 2 Highlights

• Automatic Workflow Introduced
• Front Back Office Able To Share Information
• Forms Fulfillment Consolidated Within Siebel
• Navigation From Siebel To Filenet Clarety
• Membership Information Migrated To Clarety
• All Bills Generated In ClaretyNo Spreadsheets
• Pension Estimates Generated In Clarety
• Demographics Updated Automatically In Siebel From
  Legacy Systems

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Stage 2 Highlights - Continued

• More Detailed Interaction Ticket
  Categorizations
• Values Default Based On Member Information
• Assignment Of Interaction Or Ticket To Supervisor
• Notes Flag
• Persistent Dashboard Automatically Updated
• Organizations (Schools) Linked To Contact
• Data Synchronization

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Stage 3 Telecommunications

• Requirements
• Screen Pop Based on SSN
• Call Monitoring Recording
• System Chosen to Provide
• Avaya Interactive Voice Response (IVR) USC1000
• Genesys Computer Telephony Integration
• Nice Systems Monitoring Recording

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Stage 3 CTI

• The Systems Integrated
• Avaya Private Branch Exchange (PBX)
• Avaya Automatic Call Distributor
• Avaya Conversant
• Genesys CTI 50 - Framework
• Siebel 7.5.3
• Siebel Communications
• Octel Voicemail Systems
• Peripheral Equipment (Wallboards, Centrevu,
  Hardphones)

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CTI Design Considerations

• Preserve Existing System Design (Wallboards,
  Centrevu, Octel)
• Streamlined Software Utilization (Octel Prompting
  Moved to IVR)
• Simple Easy to Use GUI
• Contingency (Ability to Continue Use of Existing
  Equipment)
• Local Placement Ownership (Technical
  Logistical)
• Not Over-engineered Design
• Local Administration for User Needs
• Minimize Maintenance Support
• Systems Off Critical Path (Delivery of Calls
  Continue at All Times)

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Department of Management Budget, ORS
02/18/2003
R12X 1 EFT
2 Others 0
Leave name address
800-381-5111 322-5103
Retired
Leave name address
VDN26966 ACD18/Vec21
830am - 500pm (Attendant Schedule 5)
No match
Business Hours
Leave name address
MPSERS Active
1-Member 2-Employer 3-Other
UBI 1 All Others
0
Query SSN
After Hours
SERS Active
VDN25307 ACD18/Vec21
Closed Message
UBI 1 All Others
0
Leave name address
Disconnect (In the future access information via
IVR)
VDN26690 ACD18/Vec21
1- Web Reporting 0 - All Others
SPRS/JRS
VDN77036 ACD205/Vec205
Query Employer id
If not available
Leave name address
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CTI Toolbar Functionality

• Softphone Capability
• Dynamic Toolbar
• Customized Toolbar For Integration With Siebel
• Integrated to Hardphone Phone Status Updates
• Administration of Users Recordable Message
• Wireless Headset Capability
• Removal of Explorer Buttons

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CTI Screenshot

• CTI Screenshot 1 Siebel with Toolbar

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CTI Screenshot

• CTI Screenshot 2 Administrative Screen

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CTI Scenarios

• CTI Scenario 1 Call In
• Screen-Popping
• Auxiliary Mode
• Softphone Use

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CTI Benefits

• Ability to Know Who Is Calling
• Better Call Routing to Provide Caller More
  Customized Messages
• Screen Pop Led To Reduced Call Time
• Capability for Updating Messages Open/Close
  Call-center
• Softphone Is Available On Agents Desk-Top
  Integrated With Siebel
• Screen Pop Able to Move With Call
• Online Phone Directory
• Designed to Integrate With Call Monitoring
  Solution
• Growth Potential for Increased Calls and
  Increased Agents
• Voice Self-Service Potential

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Stage 3 Call Monitoring

• The Systems Integrated
• Avaya Private Branch Exchange (PBX)
• Avaya Automatic Call Distributor
• Avaya Conversant
• Genesys CTI 50 - Framework
• Siebel 7.5.3
• Siebel Communications
• NICE Monitoring Recording System

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Call Monitoring Design Considerations

• Record All Incoming ACD Calls
• Ability to Capture Voice and Screen
• Primary Objective To Coach Agents
• Ability to Track Call From Beginning to End
  Transfers
• Limit Recording of Personal Calls
• Systems Off Critical Path

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Call Monitoring Screenshot

• Call Monitoring Screenshot 1 NICE Universe

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Call Monitoring Screenshot

• Call Monitoring Screenshot 2 Call Monitoring
  with Screens

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Call Monitoring Screenshots

• Call Monitoring Screen Shot Evaluation forms

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Call Monitoring Benefits

• Random Selection of Calls to Monitor
• Screen Capture Can Include After Call Time
• All ACD Calls Available If Necessary
• Ability To Self Monitor
• Ability to Team Monitor
• Ability to Calibrate Call Evaluations
• Ability To Use for Training Agents To Identify
  Training Needs
• Ability To Identify Procedural Issues
• Integrated With CTI Solution

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Stage 3.3 Integration Enhancements

• Electronic Tickets
• Automated Workflow Requests to Back Office
  Support Staff
• Paperless Requests for Work
• Status of Requests Are Immediately Available to
  Agents
• Tighter Integration Between Siebel and jClarety
• Cautionary Notes
• Connection Dashboard
• Demographic Updates

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Stage 3 Siebel Clarety Integration
Enhancements

• Screenshot 1 - Siebel

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Stage 3 Siebel Clarety Integration
Enhancements

• Screenshot 2 - Clarety

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Stage 3 Siebel Clarety Integration
Enhancements

• Screenshot 3 Connection Dashboard

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Stage 3 Siebel Clarety Integration
Enahncements

• Screenshot 3 FileNet

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Stage 3.3 Integration Enhancements

• Call Routing - CRM
• Call Routing Based on Member Account Information
• Messages Are Customized to Customer Situation
• IVR Used for Call Prompting
• Octel Voicemail for Customer Messages
• Intelligent Routing Based on Member Account
• Agent Knows Who Is Calling
• CRM Improvements
• Agent Does Know If Caller Had Called Before
• Agent Does Know Information Previously Provided
• Agent Had Caller Account Information More Readily
  Available
• Enhanced Integration With jClarety Including
  Ticket Status
• Single Application for All Member Information
• Correspondence, File Information Available Online

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Stage 3.3 Integration Enhancements

• Billing Request
• Ticket Captured in Siebel
• Ticket Electronically Routed To Appropriate Unit
• Work Completed On jClarety
• Billing Mailed to Customer
• Ticket Status Updated Automatically In Siebel
• Now Have the Ability to Manage SLA Between Units

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Stage 3.3 Integration Enhancements

• Retirement Application Status
• Customer Inquiring About Application Status
• No Call Placed to Application Processing Staff
• Application Imaged
• File Processing Information Was Imaged
• Less Contact Between Agent Retirement Processor
  For Status

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Stage 3.3 Integration Enhancements

• Additional Functionality in Stage 3
  Enhancements
• Cautionary Notes Added To jClarety
• Ability to Re-index/Re-assign Work
• Ability to Index Correspondence Directly To
  Account
• jClarety Usability Enhancements
• Connections Dashboard Direct Links Within
  jClarety
• Siebel Notes Moved to jClarety With Electronic
  Tickets
• Integrated Data With Web Applications
• Ability to Seamlessly Share Information With Back
  Front Office
• Enhanced Filenet Functionality

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Project Purpose

• Implementing New Processes Efficiency Gains
• More Effective Communication With Our Members
  Employers
• Member Self-service
• Employer Web Reporting
• One Database Of Record

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Project Details

• Organization Process Based
• As Is/To Be Mapping
• Requirements Definition
• Bid Process
• Project Delivered In Three Phases
• Stage 1 SRVS Replacement Fast Response Projects
• Stage 2 Foundation System Projects
• Stage 3 Enhanced System Projects

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The Development Methodology

• Requirements Definition
• Functional Analysis Design
• Conference Room Pilots
• Technical Analysis Design
• System Build
• System Test
• User Acceptance Testing
• User Training
• Deployment

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Stage 3 Next Steps

• Member and Retiree Web Self-Service
• Common Pension Payroll Replaced by jClarety
• Backfile Conversion Filenet
• IVR Self Service
• Enhanced Call Routing

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Questions and Answers