CUSTOMER INTERACTION MANAGEMENT BLUEPRINT

• US 20120316928A1
• Filed: 06/08/2011
• Published: 12/13/2012
• Est. Priority Date: 06/08/2011
• Status: Abandoned Application

• Current Assignee: Serviont Global Solutions Limited
• Original Assignee: Serviont Global Solutions Limited
• Inventors: SHANKARAN NAIR, GOVINDAN, KOVILAKAM, PARAMESWARAN EDAVANNA, YEGNARAMAN, MANU, JAMES, VAISHALI, MAYANIKAR, VISHAKHA, BHAT, GAURI, KRISHNASWAMY, KESHAV KUMAR
• Application Number:
  US13/155,834
• Publication Number:
  US 20120316928A1
• Time in Patent Office: Days
• US Class Current: 705/7.38
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/0637 Strategic management or analysis, e.g. setting a goal or target of an organisation; Planning actions based on goals; Analysis or evaluation of effectiveness of goals
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

The various embodiments of the present invention provide a Customer Interaction Management (CIM) blueprint methodology to assess the maturity of contact management in an organization and determine a series of measures in form of business and technology design blueprints to take the contact management to a desired position as per brand and business needs. The method of providing a CIM blueprint process includes assessing the current position of the customer interaction management, analyzing the gaps between the current and ideal states of the customer interaction management, advising a suitable blueprint to cover the gaps and assisting in the implementation of the blueprint to the customer interaction management. The customer interaction management blueprint cascades customer interaction management decisions using a plurality of decision making layers comprising brand layer business layer, financial-functional layer, operational layer and technology layer.

Claims

1. A method of providing a Customer Interaction Management (CIM) process comprising steps of:

assessing a current position of a customer interaction management in an organization;

analyzing gap between the current position and an expected position of the customer interaction management;

advising a blueprint to cover the gap between the current position and the expected position of the customer interaction management; and

assisting in the implementation of the blueprint to the customer interaction management;

wherein the customer interaction management blueprint cascades customer interaction management decisions using a plurality of layers comprising brand layer business layer, financial-functional layer, operational layer and technology layer.

2. The method of claim 1, wherein the method of assessing the current position of the customer interaction management is based on an interaction between a plurality of parameters comprising:

customer experience;

customer accessibility; and

capacity to deliver.

3. The method of claim 1, wherein the method of assessment of the current position of the customer interaction management comprises at least one of a series of assessment techniques including:

customer interaction management positioning;

customer interaction management indexing;

activity based costing;

business process mapping;

customer experience management;

customer behavior analysis,

capacity modeling;

process and quality management; and

technology assessment.

4. The method of claim 3, wherein the customer interaction management positioning for the assessment of the current position of the customer interaction management, comprising:

understanding parameters used for creating strategies of the organization by discussing with key stakeholders of the organization;

understanding a manner of creating the parameters getting implemented in the processes of the customer interaction management, from the key stakeholders of the organization;

linking the parameters to the manner of creating the parameters to arrive at a key positioning statement for the customer interaction management; and

converting the key positioning statement into a set of objectives for the customer interaction management to identify a role of the contact management.

5. The method of claim 3, wherein the customer interaction management indexing for the assessment of the current position of the customer interaction management, comprising:

understanding the current position of the customer interaction management against a customer interaction management indexing framework.

6. The method of claim 5, wherein the customer interaction management indexing framework for performing the assessment of the current position of the customer interaction management comprising:

providing a brand adapted to drive a strategic positioning of the contact management;

identifying the strategy to drive practices to be applied on processes; and

determining the extent of usage of the processes which impacts the interaction at a point of contact;

wherein the CIM indexing framework determines cost variable, revenue variable and experience variable to index the contact management practices of the organization.

7. The method of claim 3, wherein the activity based costing for the assessment of the current position of the customer interaction management, comprising:

analyzing operational inefficiencies in the current position of the customer interaction management; and

providing instructions adapted for implementing technologies and processes required for improving efficiency of work flow.

8. The method of claim 3, wherein the business process mapping for the assessment of the current position of the customer interaction management, comprising:

finding a point of initiation and a point of conclusion of the processes analyzed through a customer interaction management framework; and

creating business process maps for the processes in the customer interaction management.

9. The method of claim 3, wherein the customer experience management for the assessment of the current position of the customer interaction management, comprising:

assessing objectives implemented to improve the customer experience and objectives linked to the strategic organization objectives at the organization level;

assessing customer experience objectives understood by stakeholders;

translating the strategic organization objectives into the customer experience objectives;

implementing the customer experience objectives in processes and policies of the customer interaction management; and

employing reviewing metrics to measure effectiveness of the improved customer experience processes.

10. The method of claim 3, wherein the capacity modeling for the assessment of the current position of the customer interaction management, comprising:

matching workload forecasts with the customer interaction management capacity forecasted for a period of time;

examining a balance period between workload and capacity forecasted, wherein the workload and capacity are modeled with a set of inflationary and deflationary parameters; and

assessing capacity of the customer interaction management based on the balance period.

11. The method of claim 3, wherein the customer behavior analysis for the assessment of the current position of the customer interaction management, comprising:

identifying the self service potential of the organization using work elements, wherein the work element includes at least one of a self-service foot print audit, self-service traffic modeling, mystery shopping, self-service analytics and cross channel views.

12. The method of claim 3, wherein the process and quality management for the assessment of the current position of the customer interaction management, comprising:

assessing at least one current operation setup at the customer interaction management; and

comparing the current operation with standard practices; and

identifying the critical points in the customer interaction management processes to provide improved customer service.

13. The method of claim 3, wherein the technology assessment for the assessment of the current position of the customer interaction management, comprising:

assessing a performance of a current technology and a current architecture used in the customer interaction management with industry benchmarks and trends.

14. The method of claim 1, wherein the method of analyzing the gap between the current position and the expected position of the customer interaction management, further comprising:

identifying problems in the positioning of the customer interaction management from the series of assessment techniques;

categorizing the identified problems;

using the CIM indexing framework to arrive the problems having highest impact on positioning; and

providing substantiation for the identified problems.

15. The method of claim 1, wherein the method of advising of a blueprint to cover the gap between the current position and the expected position of the customer interaction management, further comprising:

providing solutions for identified problems;

listing the solutions for the problems in positioning of the customer interaction management;

building a business design having a set of improvement initiatives for the solutions;

building a technology design for the solutions identified in the business design, wherein the technology design refers to concept and technologies of the customer interaction management.

16. The method of claim 1, wherein the method of assisting in the implementation of the blueprint to the customer interaction management, further comprising:

implementing bottleneck operations in business and technology designs of the customer interaction management;

processing competency augmentation, audit and calibrations in business and technology designs of the customer interaction management; and

modifying the blueprint according to requirements added in the customer interaction management framework.