Remote customer interaction - Uso di un'efficace comunicazione tra clienti online, customer center, filiali e promotori - Eudata
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Sandro parisi
EUDATA - Ceo
Alberto Guidotti
EURONOVATE - Ceo
remote customer interaction
Uso di un’efficace comunicazione tra clienti online, customer center, filiali e promotori
mission
Eudata helps Enterprises to realize the
business transformation process from
offline to online customers
Euronovate helps Enterprises to
realize the business process digital
trasformation
Financial Sector 11 Financial Institutes 1 Insurance 2 Banking Outsourcer 3 Large European Institutes Largest Italian Online Bank Do you need more to trust in US?
Good customer experience In 2013, 62% of global consumers switched service providers due to poor customer service experience 60% of consumers say that they would be willing to pay more for a better experience 70% of customers will do business with you again if you resolve their complaints
Digital channels in Customer
Service will overtake voice in
TWO years
2015
i numeri
2016
contano
Interazioni mensili Medie per clienti Finance Italiani dal 2014 alla stima
30000
22500
15000
7500
0
Bank B
1 ank 2 Bank 3
Can your company Act as One while dealing with Digital Customers?
Customers
BRANCH/SHOP MOBILE SOCIAL
WEB
CONTACT BRANCH EXPERT
CENTER EMPLOYEES
Eudata Solution enables
businesses to provide
an unified digital
experience while
engaging their clients
online or in store/branch
BIG Market Applauses
More than: 80.000/month session
3000/day Session
3000/day concurrent agents
15 Enterprise Companies
References:
Business Case: http://www.eudata.biz/case-studies/Video Chat for Customer Service “We consider our inclusion in the Cool Vendor report by Gartner a great confirmation of our mission to enable our customers in providing the greatest digital experience while engaging their clients using web or mobile devices,” said Sandro Parisi, CEO of “Eudata srl”.
La nostra strategia di prodotto
The Best
Technology What
Innovative 7%
29% Customer
Expects
Touch
8%
Right 10%
Price
11% What Businesses
Need
Flexibility
35% to Provide the
Right UXvalore ACT AS ONE: Un’unico punto di aggregazione per tutte le esperienze multicanale INCREMENTO DELLE VENDITE: miglior servizio si traduce in miglioramento dei prezzi. Il contatto diretto con i clienti favorisce l’upsell COST REDUCTION: riduzione di tempi, spostamenti. Miglioramento operatività delle filiali NEW BUSINESS MODEL: La piattaforma consente di creare nuovi servizi con un alto tasso innovativo
Euronovate VISION
Euronovate wants to become a worldwide leader in the Process Digital
Trasformation market offering a unique value proposition focused on an End-to-
End approach: legal support, process reenginering, full stack software platform,
hardware factory, cloud services
DTM
…
Banking Insurance Healthcare Hospitality Uitilities Others
15Euronovate - ABOUT US
• Euronovate is a Swiss company with a worldwide presence, a leading manufacturer of Digital
Transaction solutions with an end-to-end approach.
• It designs, develops and manufactures Signature Pad, Signature Tablet and Digital Scanner with
the highest safety standards and owns a software platform for signature and Interactive
Marketing (ENMarketing).
• Since its foundation in 2012, Euronovate has established itself as a market leader in Italy for the
banking market.
More than 6,2 million CHF in revenue in 2014 (+250% vs 2013, 12 times 2012) and 2015 Over 70 employees, 25 in Lugano (headquarters, R&D, design e hw and sw, production
More than 2,0 Million people sign with Euronovate solutions everyday.
estimated revenue at 11 Mio CHF. sw), 45 in the Far East (Shenzhen and Taipei)
16THE MACRO STAGES OF DIGITAL TRANSFORMATION
The more than 50 references in international banking groups , have allowed us to summarize the overall scheme of classification of the key stages of the digital transformation and highlight the main axes of development
1 2 axis- Cross- Business/industry
DIGITAL
IDENTIFICATION 2 1.
2.
Banking
Insurance
3. Personal finance
DIGITAL HUB 3 4. Other products factories
DOCUMENT COM-
4
POSITION
DIGITAL PROCESS
FLOW MANAGEMENT 5
The typical phases:
1 axis- Multichannel
1. Branch
2. Mobile (Agents, Wealth maangers, CIB accounts, etc.) MULTICHANNEL
3. Web/Mobile
DELIVERY 6
7
E-SIGNATURE
INTERACTIVE & DIGITAL
8
MARKETING
DIGITAL ARCHIVING
17use cases
Web and mobile customer service
Static or Proactive Click To
Action
Email, Fax, sms, Chat,
VideoChat, WebCall Back,
Web Form e Lead Profile
Sharing Capabilities
(Desktop, Documents,
Application, Web Page)
Mobile Ready
Automatic Follow Up
CRM e CTI IntegrationMy personal banker
Real Time Presence status
or based on Appointment
Chat, VideoChat, Async
Chat
Sharing Capabilities
(Desktop, Documents,
Single Application)
Mobile ReadySocial Customer Care
Aggregazione di differenti
Social
Blended Agent
Possibilità di gestione flussi
Customer Care e Marketingremote branch Video Service, Sharing
Controllo Device di
piattaforma (Printer,
Scanner, ATM,
Riconoscimento Documenti)
Sistema di firma elettronica
embedded
Doppio Monitor
Completamente
customizzabile
Riutilizzo di tutta le rete
agenzie (debranching) e
Servizio centralizzato
Pesonal Consulting
Extended Service HoursCustomer Online First Authentication
Best User Experience
Maximum Conversion Rate
Cutting Edge technology
State of the art WW solutionCustomer Online First Authentication
The wizard makes him/her
compile the personal data and
all generalities needed to
purchase the product/service
Self
Authenticatron
Assisted
The prospect decides
to subscribe a new Authenticatron
contractFinovate fall 2015
• Last week in New York we presented our last innovation in the most important Fintech event in
the world.
• Euronovate presented state-of-the-art identification through brand new proprietary Biometric
Fusion Technologies that combine more biometric data in order to establish remote 100%
identification.
• Euronovate has also launched the next generation signature pad, ENSign 10S featuring an
embedded webcam, high resolution screen and multitouch technology.
BIOMETRIC FUSION ID ENSign 10s
Embedded webcam
Multitouch technology
High
definition
screenThey’re talking About Us
Hype Cycle (2015 e 2014): Contact Center, Digital Commerce,
Customer Service & Customer Engagement, Business Process Services
Vendor Guides 2015: CRM & Digital Commerce
...citati in più di 15 documenti ufficiali GartnerGrazie
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