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Result Expected

Next steps

System Outage Process (Sales & Service)

Inbound call from client

Mr. (client), I apologize, our systems are currently unavailable, however let me assist. What were you hoping to do today?

Existing Client

New client/line of business

  • Bernie Group to assess DGIG situation with understanding of IT systems

  • More detailed analysis of areas where tangible advancements could be made

A design concept that will result in concrete tools and tangible evolution of our performance management approach

Continued on next slide

KPI - Dashboard

KPI Dashboard

Partnership opportunity with Bernie Group

Key Topics for discussion

Objective

http://www.roch.edu/dept/et/wheel/wheel.html

To identify opportunities for DGIG to accelerate improvement in our KPI reporting and dashboards. The scope is both in terms of evaluating content and delivery of information.

  • Bernie Group high level overvieanalysis conducted and proposal of November 2014, as well as brief history of working on projects with clients under similar conditions

  • IT Systems evolution at DGIG (NEXT) and realistic abilities to improve in short term

  • Reflection on DGIG current KPI Dashboards and delivery methods

  • Open questions period

System Outage Callback Form – Lotus Notes

System Outage Process (Sales & Service)

Call back Agent

System Outage Callback Form – Lotus Notes

System Outage Process (Sales & Service)

System Outage Callback Form – Lotus Notes

System Outage Process (Sales & Service)

System Outage Lotus notes

System Outage Process (Sales & Service)

System Outage Process (Sales & Service)

Tools for your Agents

Continued from previous slide

Inbound call from client

Online Client Services

Internet quote (Auto)

Mr. (client), I apologize, our systems are currently unavailable, however let me assist. What were you hoping to do today?

System Outage Process (Sales & Service)

Online Client Services

Existing Client

New client/line of business

If low priority

The client can process the following transactions online :

Client’s request can be processed at later date. Advise client to call us back the following business day.

Process the automobile quote using the internet quoter online with the client and explain this is an initial estimate only.

Advise the client that once the system is functioning, the quote will be reviewed.

If the internet is unavailable, go to the next step below.

If the internet is unavailable or the client is not interested in Online Client Services or the client’s request is for something else, determine the priority.

System Outage - Process

Tools for your Agents

Sales and Service

If HIGH PRIORITY

Client’s request must be processed within 24 hours or the client requests a callback from us.

Continued on next slide

Insérez ici le nom de votre unité

System Outage Process (Sales & Service)

Continued from previous slide

Online Client Services

The client can process the following transactions online :

Client’s request can be processed at later date. Advise client to call us back the following business day.

If the internet is unavailable or the client is not interested in Online Client Services or the client’s request is for something else, determine the priority.

If HIGH PRIORITY

Client’s request must be processed within 24 hours or the client requests a callback from us.

System Outage Process (Sales & Service)

System Outage Process (Sales & Service)

System Outage Lotus notes

System Outage Callback Form – Lotus Notes

Online Client Services

Complete the System Outage Callback Form on Lotus Notes.

Location: DGI home- Common-Forms Lotus Notes-Sales-All-System Outage Sales-System Outage Callback Form

If Lotus Notes is unavailable, complete the paper copy of the form (see your SM for instructions).

If low priority

System Outage Process (Sales & Service)

The client can process the following transactions online :

Inbound call from client

Existing Client

Client’s request can be processed at later date. Advise client to call us back the following business day.

If the internet is unavailable or the client is not interested in Online Client Services or the client’s request is for something else, determine the priority.

System Outage Process (Sales & Service)

Call back Agent

*Delete the original form from the Inbox which is now in black:

System Outage Process (Sales & Service)

If Lotus Notes is unavailable, complete the paper copy of the form

Paper form will be made available

Follow up – Who will the dispatcher dispatch to?

What are your next steps?

Train your agents by Sept 25,2014

Obtain System Outage Call-back forms

Send confirmation of training to:

Natalie Daly

What’s next from Corporate Communications?

Communication to come from Kim Sutch to all agents.

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