EFinancial World, October 2006

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E-Financial World, October 2006
New Approaches to Enterprise Application
Roll-Outs for Workforce Adoption and
Compliance Effraim Herskovic Vice President,
Panviva
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The Problem

• Millions spent on new systems / processes
• Project failure rates / ROI unacceptable
• Training and change management programs not
  delivering
• Systems and processes still not being adopted

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Getting There
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Getting There with Help

• Maps
• Search and Memorize
• Up-to-Date?
• Complete/Relevant Info?
• Passenger Seat Navigator

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Todays End-User Support For Apps

• Lots of upfront training
• Classroom training
• Online training
• Simulations
• Training manuals
• Technical help desks
• Subject matter expert help lines
• Documentation on the intranet

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The Alternativelike a GPS
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Performance Support Systems

• Highly structured end-user documentation
• Context sensitive with applications
• Relevant to end-users role
• Personalized with their own notes
• Ability to send questions or feedback to the
  documents owner

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Case Study

• Australian financial services institution
• Businesses in Australia, NZ and UK
• Retail, business and corporate banking
• Wealth management and transactional services

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Case Study

• Lending Services
• 1,200 agents
• Siebel, Lotus Notes, proprietary applications
• Servicing banks CSRs
• Complex regulatory environment
• Many / complex products

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Case Study

• Lengthy hold times
• Call handling times staff costs
• Accuracy / consistency of answers to customers
• Stress on agents turnover rates
• High training and support costs

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Case Study

• Documented processes
• Added regulatory information
• Linked information to all of their business
  applications

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Results

• Customers get answers faster
• Agents under less stress
• Agents are giving out information quickly,
  consistently and accurately
• Reduced upfront training for new agents

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Applicable To

• Moderate to large number of employees
• Complex products / regulations
• Need to launch new products / services faster
• Multiple business systems
• Accuracy / compliance with processes is critical

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Dont Make the Wrong Turn
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Thank You

• New Approaches to Enterprise Application
  Roll-Outs for Workforce Adoption and
  Compliance
• Effraim Herskovic
• Panviva Inc.
• Visit www.SupportPoint.com
• 1-888-254-4025