Donna Fluss, President of DMG Consulting discusses concrete practices and benefits of desktop analytics in customer service and back office environments to transform enterprise performance. Anna Convery, EVP OpenSpan, highlights the latest advancements in this technology along with several success stories from companies utilizing desktop analytics to improve business operations.

1. Aligning Desktop Analytics to Drive
Enterprise Performance
January 14, 2014

2. Aligning Desktop Analytics to Drive Enterprise
Performance
What to Expect Today
Introduction
The latest research in desktop analytics
Q&A
1
© 2006-2013 by OpenSpan, Inc. All rights reserved.

3. Meet the Speakers
Donna Fluss
Founder & President
DMG Consulting
2
Anna Convery
EVP, Strategy
OpenSpan
© 2006-2013 by OpenSpan, Inc. All rights reserved.

4. Customer-Focused Strategy, Operations & Technology
Desktop Analytics & Automation
January 14, 2014
Donna Fluss, President

5. Desktop Analytics
Desktop
Applications
Process
Automation
Employee Activity
Tracking &
Process Analytics
DESKTOP
ANALYTICS
Employee
Guidance
Staff
System
Performance
Analytics
Workflow
STRUCTURED OUTPUT
Improve
Improve
Identify
employee compliance &
system
performance reduce risk inefficiencies
Provide
employee
guidance
Streamlines Automate
servicing
manual
systems
tasks
© 2013 DMG Consulting LLC
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6. Employee Activity Tracking
EMPLOYEE ACTIVITY TRACKING
SCORE
Applications used by employees
Application usage by total time
Application usage by percentage
Screen usage by total time
Screen usage by percentage
Application usage by employee vs. department average
Time spent on the Internet
Actual usage patterns vs. expected process flow
% adherence to process flows
Application idle time
© 2013 DMG Consulting LLC
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7. Employee Guidance/Next-Best Action
Verify
Caller
Offer
X,Y, Z
Identify
Cell
Number
Fraud
Risk
High-value
Customer
Script
© 2013 DMG Consulting LLC
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8. Process Automation: Common Uses
Propagating data across applications and
systems
Cutting and pasting between applications
and screens
Embedding logic checks based on
business rules
Preventing employees from making errors
Launching other applications needed to
complete a case or work item
Enabling the creation of composite screens
Pausing and resuming recording for PCIadherence
© 2013 DMG Consulting LLC
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9. Workflow
© 2013 DMG Consulting LLC
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10. What DA Fixes
Disparate technology from merged enterprises
Non-integrated servicing applications
Complex and inflexible Siebel installations that
are expensive to update
Access to multiple underlying servicing
applications for agents
Access to information required to address
customer inquiries
Redundant data entry – cut and paste
Lack of spell check in outdated CRM
applications
Absence of CRM, servicing or sales
applications
Dependence on IT to make system changes
Limited life of existing servicing applications
© 2013 DMG Consulting LLC
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11. Takeaways
DA provides transparency into everything employees are doing at their desktop
DA is flexible, less expensive and quicker than trying to fix many underlying
servicing applications
DA should be applied to front and back-office operating environments
DA enhances staff satisfaction and productivity at the same time as it reduces
errors and improves quality
DA identifies process breakdowns and improves the customer journey
DA is a gift – it can dramatically improve service quality, staff productivity, the
customer experience, and differentiate your service
© 2013 DMG Consulting LLC
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12. Thank You!
6 Crestwood Drive, West Orange, NJ 07052
tel 973.325.2954 | cell 973.493.0120 | fax 973.325.2071 | donna.fluss@dmgconsult.com
© 2013 DMG Consulting LLC
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13. Business Insights
•
•
•
Find Inefficient Processes
Reduce Variability
Identify Training Issues
•
Measure Workers to Gold
Standard Behaviors
Incent Workers Based on
Goals and Outcomes
Operational
Efficiency
•
Worker
Performance
Application
Support
12
•
•
•
Capture Application Usage
Prioritize Maintenance
Record Error Steps
© 2006-2013 by OpenSpan, Inc. All rights reserved.

14. Business Insights
Track Internal & External Compliance
Measure Process Adherence
Fraud Detection and Prevention
•
•
Risk and
Compliance
•
•
•
Understand repeat transaction drivers
Correlate customer
satisfaction to behavior
Customer Acquisition Retention
& Growth
•
Customer
Satisfaction
•
•
Revenue
Generation
13
•
Understand repeat transaction drivers
Correlate customer
satisfaction to behavior
Customer Acquisition Retention
& Growth
© 2006-2013 by OpenSpan, Inc. All rights reserved.
Before
After

15. Q&A
14
© 2006-2013 by OpenSpan, Inc. All rights reserved.

16. Thank You for Participating!
If you would like more information, feel free to send us an
email or give us a call.
info@openspan.com
US/Canada: +1 (678) 527-5400, (877) 733-1136
UK: +44 (0) 207 043 3573
India: +91 80 40300 780
Join the OpenSpan conversation!
www.openspan.com
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© 2006-2013 by OpenSpan, Inc. All rights reserved.