Progetto Verde Overview

1
Progetto VerdeOverview
6 Marzo 2012, Milano
2
Service Bands numbers and dedicated service models
USIM

8 (36 rev)
Customer Value
80 delle revenues
21 (44 rev)
-
100
3 Customer BaseConsumer Business
CB reshuffle every six months
3
Main principles in Service Bands management
Guiding Principles
Service Bands
Improve caring
Increase Value
Retain Customer
Reduce Costs
Delight Defend
Contact with the Cutomer is an opportunity to
exploit
Develop Upgrade
Manage as Mass try to upgrade
3 STARS
Contact with the Customer is a cost to minimize
Migrate to Mass
2 STARS
4
Service Bands numbers and dedicated service models
USIM
Service Model

Dedicated Pool Free access No IVR
8
Inhouse
Customer Value
Dedicated Pool Free access
Outsourcing Italy
21
Outsourcing Offshore
AS IS like Service
-
3 Customer BaseConsumer Business
CB reshuffle every six months
5
CRM Structure "Green Project"
5 star Contact Centres
5 Star Customer

• 5 Call Centres in Italy 900 FTe
• 2 Call Centres in outsourcing in Italy 500 Fte
• 2 Call Centres in outsourcing in abroad
• 200 Fte in Argentina and Romania

4 Star Customer
3-2 Star Customer
6
Service model details by Service Band
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Service model details by Service Band
The whole new operational model is enabled by
re-alignment of processes, systems and resource
management enablers.
v
-
8
5 star service a new system to manage the
Customer
to a new model that focus on a specific pool the
management of the Customer from every channel
From a model where every contact is managed by a
different structure..
with excellent service levels!
fax
Milano
email
Free and live access
fax
call
email
Genova
Fast response time
call
Romania
Fast resolution for crytical issues
Claim management within 2 days indipendently from
the channel
Roma
Cagliari
Palermo
9
Win for Customer Rewarding Tool
Explicits mission and strategy
Makes strategy an input for the daily work
Aligns organization to strategy
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Incentives structure
Scores calculation
Ranking criteria

• Score assigned to pools according to
• Performance on each indicator
• Relative importance of each indicator

• 4 wave a year
• Jackpot is defined according to the position in
  the Ranking
• The first 20 pools of each market are rewarded

KPI Severity
Deact High
CSI Low Score Medium
Collection SLA Medium
Claim CSI Medium
Claim AHT Low
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Projects main results CSI (giu 2011)
1
3
5
4
3-2
1
2
5
4
3-2
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