OnePlace knowledge base solution

OnePlace is used in the Service Desk department of ČEZ ICT Services as Information Database to support the service of all users and employees of the multinational group ČEZ. The solution enables them to insert data and search information via categories and full text. There are also further functionalities saving time and training costs.

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Operational optimization of Service Desk department

Our consultancy team also cooperated with ČEZ ICT Services to generally optimize the Service Desk department providing support to all employees of ČEZ group. The proposed system of monitoring the performance of individuals and rules for operational management caused higher efficiency of all the team. The consultancy service also included preparation of responsible staff for the new concept of managerial roles. Thanks to clear results the project was also positively assessed by the contracting entity.

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Customer satisfaction survey

OpenOne does on a regular basis a customer satisfaction survey of the Customer Care department and invoice department for ČEZ Zákaznické služby. The staff feedback was obtained through tailored electronic questionnaires with anonymity guarantee. The result assessment includes comparison with the latest assessed period and expert recommendation what to do in order to improve results in critical areas.

Improvement of the use of operational reporting

Within ČEZ Zákaznické služby OpenOne consultancy team participated in preparation and controlled implementation of specialised workshops focused on the improvement of operational reporting for direct management and assessment of operational situation. The aim was to involve the entire team of supervisors in all locations providing a contact centre. The workshop also included an outcome mapping feasible changes of current reporting documentation and recommendations for staff skills development. Half-day workshops were highly interactive with specifically defined topics and large impact on the real operation.

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OpenOne consultancy team performed an audit of the Contact Centre. It focused on all main aspects of its operation. OpenOne consultants performed reporting analysis, specialised interview with the operation manager and interviews with supervisors/team leaders, they were present in the operation. Finally they analysed ascertained information and produced a final detailed audit report.

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OnePlace knowledge base solution

Československá obchodní banka uses in its Client Centre OnePlace knowledge base solution for registering information by about 540 agents. Except for standard functionalities for searching, the complex work flow, news functionality and instant messages and instructions functionality is also used for inserting information.
To use the solution in the best way and to ensure the highest efficiency for the bank we provided the Client Centre also with expert consultancy. Its aim was to find a specific recommendation for improvement of the process of inserting information and simplification of all information in the knowledge base.

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Consultancy with phone sales

OpenOne, represented by Tomáš Dočekal, performed within two weeks analysis of successfulness of Bankinsurance. The final outcome of the analysis contained recommendation divided into three key areas and listed according to priorities. ČSOB team obtained clear and quickly implementable recommendations what to focus on to achieve required increase in sales of this product.

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Wallboards for contact centre management

OpenOne consultants performed a business assignment definition of operational wallboards optimization for individual CC departments. The aim was to modernise them and to increase their benefits in practical operator capacity management.

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Active call centrum

OpenOne consultancy team was responsible for the suggestion of most suitable changes, adjustments and suggestion of new processes that enabled ČSOB Pojišťovna to use better the business potential of its customers. Within the creation of the Concept, OpenOne performed analysis of bases / current state of the service call centre, detected company priorities in the field of active calling, aims, timing, etc. Furthermore it prepared a capacity plan, calculated cost and profit model, performed analysis of technological solution for a new call centre, created a list of conditions and activities necessary for a successful launch of the call centre and prepared an overall implementation project plan.

Support of building Service Desk in the company CICTS

OpenOne helped the internal team of Dataspring from the KKCG group with building their own Service Desk focused on support of delivery of ICT services. The cooperation included creation of the description of a general map of processes, preparation of requirements for job applicants for posts of SD Specialist and SD Supervisor and comments to description of detailed processes for new department operation. The cooperation was performed by personal consultancies and workshops. All outcomes were prepared to be used immediately in the process of Service Desk building. 

Multichannel processing of all customer requirements

The solution supports processing of requirements from all communication channels – emails, web forms, faxes or letter communication as well as inbound and outbound calls. OneSolution completely automates distribution of non-telephonic requirements, supports their processing and related monitoring, escalation and checking. Thus the service centre has improved the quality of processing customer requirements and significantly shortened reply time.

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Inserting data into knowledge base for E.ON Customer Service Centre

OpenOne consultants helped E.ON internal methodologists to optimize the usage of existing sets of information and their coherent presentation within the chosen SW tool. Every month new product and process information come up for operators and it is necessary to process them systematically and include them logically into the knowledge base structure.

Adaptation process

Together with E.ON call centre internal team we had a few ideas how to increase efficiency and customize the process to a very tight labour market. A part of the project was also detailed evaluation of practical steps in trainings, adaptation and allocation of operators into teams.

Setting of the motivation system for outbound calls operators

OpenOne consultancy team customized a suggestion for motivation system for Customer Service Centre for efficiency and result increase of Active Call team. The proposed motivation system takes into account experience with incentive systems in contact centres and unambiguously reflects specific conditions of E.ON Česká republika team.

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Consultancy help with preparation of the knowledge base content in E.ON call centre

The aim of our cooperation was to focus on systematic support of responsible internal employees and to find the best-arranged and logic system of categorizing informations for knowledge base filling and at the same time to outline how to publish the data for operators.

Analysis of call centre information share

OpenOne consultancy team helped to the management of E.ON Customer Helpline to revise the methodology of processing informations together with defining responsibility and follow-up optimization of the whole process. The aim was to accelerate and streamline informing operators and thus also E.ON customers.

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Customer Care Centre operation analysis 

OpenOne consultancy team analysed Customer Care Centre in E.ON Česká republika and proposed a remuneration method based on a time regarding of the day, data analysis, staff efficiency analysis and analysis of work quality evaluation method.

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Satisfaction survey project of wide platform of employees of Customer Service Centre

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Management of the contact centre in peak times

The aim was to help with practical steps focused on optimization of management call peak times caused by seasonal or technological influences.

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Complex CRM solution

OpenOne participated in implementation of a complex CRM solution for Essox, focused on leasing and consumer loans.

The implemented solution for handling Essox customers is based on Microsoft Dynamics CRM (MS CRM) platform, an integrated part of which is OneSolution. The result of the whole project is a unique integrated solution offering a unified view of the customer and covering all customer agenda, from the arrangement of leasing or consumer loan to possible debt recoveries from a unified environment.

Benefits of the new CRM application were appreciated by Essox representatives Kateřina Kolafová and Tomáš Klíma in this way:

"According to expected increase in the number of clients we had to look for an application that would fully substitute the existing one and at the same time would improve the customer service comfort, increase work productivity and enable a unified view to a customer across the whole company during the whole life cycle of their contract. We have achieved their aim by implementing MS Dynamics CRM and OneSolution integrated solution and we have created space for further development in this field. Cooperation with Cleverlance, Microsoft and OpenOne specialists enabled us in a very short time and high quality to implement the solution that was very well accepted by our users, and we believe that it will lead to a higher satisfaction of our customers and partners. For the success of the project it was also important that it was not a delivery of three contractors, but a very good cooperation of a project team built from representatives of all four companies."

Operation improvement of ESSOX contact centre

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Optimization of operational activities of Soft Collection department 

OpenOne consultancy team implemented a project of optimization of operational activities of Essox Soft Collection Department. The aim of the project was mainly to find very specific recommendations and practical steps to improve further work organization area, efficiency measurement and evaluation of operator working time.

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Optimization of verification process

OpenOne consultants helped Europ Assistance internal team to find further possibilities of improvement and optimization of one of key processes connected with servicing customers. Their aim was to find specific and fast feasible changes that would accelerate and simplify the process. The external approach and excellent cooperation of the internal team helped to achieve expected results and change stimuli.

Demanding payments/sending reminders to debtors.

OpenOne implemented in Generali insurance company its solution OneSolution (before OpenMinder) primarily for the area of demanding payments /sending reminders to debtors. Implemented functionality enables on a daily basis automatically assess information about debtors and create queues for asking clients, based on the client type and existing contact connection type send automatically text messages to clients, email recapitulations to branches and to generate queues for active calls.  

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Call Centre and Customer Service sales processes analysis

The aim of cooperation with OpenOne was to analyse the potential of sales processes in the internal call centre and customer service departments and to bring specific recommendations for sales increase based on the knowledge of phone sales processes in other segments.

Full usage of PBX functionality

Within the performed analysis OpenOne consultants came across the fact that call centre and customer service did not use fully technological possibilities of PBX. The following project had to analyse in detail processes executed by these departments and recommend customization of these processes with regard to PBX possibilities on one hand and on the other hand customization of PBX setting. The final benefit is streamlining of executed processes of these departments.

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In-depth analysis of Home Credit Contact Centre efficiency

OpenOne consultancy team implemented a project for Home Credit that targeted at in-depth analysis of setting and management of Home Credit Contact Centre in the Czech Republic. The outcome of the cooperation was a list of specific arrangements for Contact Centre efficiency increase and quantification of its financial benefits.

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Audit of Contact Centre operational situation

OpenOne consultants performed the operational situation audit of the ING Bank Contact Centre in December 2010.
Except for standard efficiency the audit focused on sharing information and result reporting. OpenOne consultancy team specific suggestions helped to optimize the system of remuneration of individual operators according to their personal efficiency. Thanks to complex perspective and recommendations in the motivation system, general targets of individual teams and their follow-up cohesion into motivation of managing staff could be also taken into account.
The consultants also checked possibilities of active service offers within the scope of the Contact Centre.

Business logic for customer and distribution web portal

OpenOne implements and extends business logic for customer and distribution web portal in companies of innogy group in the Czech Republic. The company further uses OpenOne solutions for central solutions of electronic readings via emails, text messages and web portals.

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Unified desktop for phone bankers

The bank management decided to support, streamline and improve client service by a unified application interface for phone bankers. OpenOne together with one of its telephony sub-suppliers supplied OneSolution, a complex solution of a unified desktop, that connect in one application processing of inbound calls, inbound emails and outbound phone campaigns. OneSolution is integrated with primary CRM system and users can see from one spot or quickly access any client data. A detailed client card and complex communication history including the possibility of replaying the recorded calls is a commonplace.
Efficient client service is also supported be OnePlace knowledge place, which is OpenOne original solution.

OpenOne consultants implemented here Analysis of its internally created CRM tool from the perspective of the insurance company customer service. The aim of it was to reflect experience from dozens of other similar operations in the Czech Republic into the list of requirements and to evaluate these requirements independently.

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Processing of client email communication

Processing of client email communication
OneMail solution (a module based on OneSolution platform) supports processing of client requirements coming via email messages. OneMail helps them to sort out automatically emails according to their content, then allocates individual requirements to processing and at the same time supervises adhering to needed SLA. This eliminates a lot of manual work of the contact centre and thanks to partial automation of client requirements processing,  the whole process is more efficient.
Contact centre management has general reporting at its disposal. Furthermore, the data are provided to other analytical tools of Kooperativa for follow-up processing.

Support of multichannel customer care.

OneSolution helps in MetLife insurance company with complex customer care. It supports client requirements processing at phone and email communication channel, it supports recording of visits and outbound phone campaigns (retention type). In all these processes OneSolution provides needed information about complete communication history and information needed for processing customer requirements (mainly detailed client information). Operators have a guide for optimal customer requirement processing. The support of email requirements also includes functionalities of categorization (automatic recognition of email content), their queuing (based on the content and skills of individual operators and priorities of the specific requirement) and support with the use of templates.

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Contact centre audit

OpenOne consultants performed an independent audit of the contact centre operation of Mondial Assistance. They evaluated the existing situation completely from the perspective of utilization of working hours in the technical assistance department, work with information was stressed, mainly its efficient use. The outcome included also comparison with Best Practice within the current market of service contact centres.

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MND mines information in OnePlace

After a thorough and careful selection, MND decided on OnePlace knowledge base. Thus, up-to-date and relevant information is drawn on not only by the contact centre and the network of sale representatives, but also by other parts of the company. OnePlace standard version met all requirements for functionality, so the customization dealt with practically only a perfect adaptation of the application to MND corporate design. In the same way, the OneCoach knowledge test module has been established in MND, which, thanks to its functionalities, helps with memorization and subsequent verification of real knowledge.

Sales efficiency analysis

MND prefers also the highest sales success possible at inbound calls. We looked at the current state (MND uses external call centre of company Informační linky) and compared it with our experience and knowledge. And prepared specific recommendations for adjustments in all relevant areas influencing sales efficiency. Our work included e.g. interviews with submitter and implementer representatives, observations in operation and calls quality check, data inspection and performing mystery calls.

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Cooperation in choosing outsourcing partner for providing Service Desk and Desktop services

OpenOne consultants cooperated with Net4GAS in specifying and evaluation of offers of potential suppliers in the area of knowledge base management.

OnePlace knowledge base

NN Životní pojišťovna uses OnePlace knowledge base for its contact centres servicing customers from the Czech Republic and Slovakia. NN Životní pojišťovna uses OnePlace solution as a Service. The solution is placed in a modern data centre. Thanks to OnePlace solution NN Životní pojišťovna succeeded in unifying all materials, guidelines and procedures used daily by operators of contact centres and saving them at one place. Operator work was successfully streamlined and information provided to clients specified. Our work included also workshops and consultations for creating of inserted information structure, from setting the category tree to designing the content of a specific topic.

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Complex analysis of Contact Centres

OpenOne consultancy team performed a complex analysis of contact centres in the Czech Republic and Slovakia.

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Client satisfaction survey via SMS

We provided the company O2 Česká republika in the form of a service with the support of the client satisfaction survey. We used OneWay solution, an original solution by OpenOne. Customer satisfaction was enquired by text messages to clients who call customer lines or visited O2 shop. The solution offered a user-friendly import of data, sending of enquiries and automatic sending of replies and reporting of all results. OpenOne also analysed clients responses and used them for continual improvement of the solution.

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Optimization of Operation Management Processes

In a follow-up project OpenOne focused on optimization of operation management processes, streamlining of ordered processes and setting rules for cooperation with external supplier of call centre staff.
The key outcomes of the project delivered by OpenOne consultants included also methodology of the change of measured KPIs, specific rules for internal communication including the definition of roles, work flow and responsibilities, a suggestion for implementation of One – Stop – Shopping procedure, specific suggestions for changes in contract and process documentation of cooperation with external supplier of capacities or suggestions for changes of IVR setting of the particular product.

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Solving more first contact client requirements (FCR)

OpenOne performed a project targeted at solving more first contact client requirements and thus increase measured indicator FCR. OpenOne consultancy team performed a complex analysis focused on identifying weaknesses and suggestions of specific arrangements for improvement of FCR.

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European Customer Support Centre supervisor development 

OpenOne consultancy team performed a customized programme of professional skills development for Olympus team of supervisors that provides a unique European Customer Support Centre, dealing with service and technical requirements of customers from most European countries. The programme focused on specific needs of individuals and contained reporting work, result assessment, but also quality and efficiency work of individual operators. Thanks to OpenOne experience from other operations, supervisors could quickly master important skills and useful habits for their efficient work. The programme also included workshops and online coaching with entirely practical tuning of habits and approaches of supervisors.

Following the previous successful cooperation in the area of supervisor skills development, our consultancy team performed another intense part of supervisor development. This time the cooperation focused on providing feedback to subordinates, assessment of operator work within a calendar trimester and reporting work.

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The aim of the project was to increase efficiency of S2S process of the European customer centre. The project focused on changes and embedding of the sales process and everything related to it and also shadowing of supervisors during providing feedback to operators. After the project sales results of S2S process increased by tens of per cent.

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Operational situation audit in European Customer Support Centre

The project targeted at the audit of operational situation in European Customer Support Centre. It enabled the manager who had taken over the operation to get unbiased assessment of the current state in the team in many aspects (organisation, allocation to administration, sharing of information, operators workload, capacity planning, motivation, etc.). It was a complex checking and assessment of opportunities. The project also contained assessment of opportunities for development of key employees at lower managerial positions.

Consultancy services in the HelpDesk area – creating of an operational audit and capacity plan

The outcome of OpenOne consultants activity was creation of a complex perspective of the HelpDesk PFČS operation and capacity plan for a following year.

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Optimization of Customer Line capacity utilization

The aim was a strongly operation-oriented review how to go on in the area of capacity planning to achieve operational targets and to contribute to customer satisfaction. The cooperation included data analysis, operation observation and workshops.

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Preparation for the introduction of employee evaluation by KPIs

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Analysis of process and rules suggestions focused on customer retention

Consultancy in the customer retention process

The aim of this project was to provide an open feedback to the current state of the customer retention process and to suggest recommendations for maximal optimization.

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Preparation of operation of Customer Line Active Team

OpenOne consultants participated significantly in creating Active Phone Team within the Customer Line of Pražská energetika during the whole trimester. They helped to define processes, guidelines and methodologies.

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OnePlace knowledge base

OpenOne implemented OnePlace knowledge base into the environment of Pražská plynárenská through the company ISE-Informační služby energetika, a.s. The solution serves to contact centre operators who can quickly and in a well-arranged way search information provided to customers.

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OneMail – text communication processing and automated operation management

UPC decided to improve its processes of offline communication processing of clients at the contact centre. The company chose OneSolution – OneMail module, substituting several operator applications. Centralising of communication to one space, setting of rules for its processing and automation of activities significantly shortened the time of processing requirements coming via web and email.
According to feedback of the project team, OneMail solution has become popular with operators and they appreciate comfortable, synoptic and intuitive application environment. The contact centre management is very pleased with the fact that all key expectations of the project were fulfilled.

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SMS Satisfaction Survey

OpenOne provides SMS satisfaction surveys for Raiffeisenbank and their clients. Raiffeisenbank sends daily SMS queries to its clients who have contacted the call center, visited a branch office, mortgage center or solved a complaint. With few questions, client feedback is identified on a specific "experience" with the bank. Authorized users have online reporting of results with "alert" capabilities to dissatisfied clients who can then be contacted by retention team. At the same time, SMS outcomes are taken into account in the results of staff as a direct feedback from the client to a specific employee of the bank.

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Analysis of operational situation in SAZKA contact centre

OpenOne performed analysis of operation of Sazka contact centre that serves end customers of the company and its business partners. The analysis of the operational situation showed the strong points of the operation and also evaluated and named the most interesting opportunities for its functioning improvement. The evaluation included operational results, technologies, work organization, reporting, information sharing, motivation, quality and efficiency control and many other areas.

Unified desktop OneSolution and OnePlace knowledge base

SAZKAmobil uses OneSolution for the support of processing inbound communication via phone, email and web. The agent has immediately available all information needed for processing of the customer requirement, e.g. prepaid credit amount balance, the number of sent text messages, the data utilization, an overview of activated services and complete history of calls, orders or topping-up credit and communication with the contact centre. An integral part of the solution represents detailed online result reporting.
In case the operator does not know, he has a OnePlace knowledge base where he quickly finds the right and valid information.

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Consultations for setting of contact centre motivation system

OpenOne consultants in cooperation with the contact centre management of Solutions and Services, operated for the support of Veolia customers, performed a revision of the setting of the motivation system for remuneration of operators and supervisors. The aim was to simplify the system and to increase its attractiveness for operators. Motivation systems reflecting current monthly budget appear more and more often in contact centres.

Contact centre operational audit

The aim of the audit was to verify the efficiency of the operational model of different parts of the contact centre and follow-up processing of the suggestion for optimization.

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Development of communication skills in the Service Desk department

The subject of the project was a customized training for employees of the company Státní tiskárna cenin working in the Service Desk department. With respect to their frequent communication with callers in crisis or difficult situations the training was aimed at mainly managing those situations.
The innovative approach of OpenOne including frequent personal involvement of individual participants, calibration of live recorded calls and other unique methods brought very positive reviews by the participants and the company.

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Customer centre consolidation

The main target was to set standards for operational management and motivation of individuals in the team. Rules for online and offline monitoring of operational results and communication with operators were set. Based on the task assignment a significant extension of team-leader skills by the form of training was reached. Strengths and weaknesses were identified and the plan for further development was prepared.

Design of a general concept of the customer centre

OpenOne implemented a project for UniCredit Bank Czech Republic, the aim of which was to prepare a complex design of an overall concept of the bank customer centre.

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Design of a general concept of direct sale

OpenOne implemented a project, the aim of which was to prepare a complex design of direct sale, i.e. service and sales with the help of direct distribution channels. The concept included processes: X-sell, Up-sell, Retentions, Building of loyalty and Unified service space. All these processes followed the existing sales and service channels and thus created a logic synergistic unit.

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OneSolution as a unified desktop for Call Centre operators

Call centres of UNIQA pojišťovna in the Czech Republic and Slovakia use OneSolution as a main desktop application for operators in which they process client requirements. The solution is used for the support of processes of registration of loss occurrences, for the support of collecting contact data of UNIQA pojišťovna customers, for the support of customer processes of medical assistance, for the complex support of processing customer emails and web messages and last but not least for management and executive of outbound phone campaigns.

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Concept of conjoint management of contact centres of Uniqa pojišťovna in the Czech Republic and Slovakia

The aim of the project was to define detailed concept of the transformation and conjoint management of contact centres in Liberec and Košice based on in-depth analysis of the current state and understanding of strategy plans of the company. The final concept describes proposed changes in detail that allows to implement them immediately.

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Help with building of a new call centre focused on sale

Our consultancy team participated in building of a new sales call centre of Uniqa pojišťovna. Its aim is to create and then supervise the detailed project plan of the task.

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Development strategy of the Client Centre

We developed a study of an optimal option of the scope of client and advisor support and specification of the related technology and financial sources.

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The company newly established a centralized contact centre for servicing insurance company customers in 2015. One of the main areas the VZP management chose to deal with is the motivation system for their employees. We led several workshops with key employees and based on them we step-by-step created a specific description of the remuneration system. We had to keep in mind not only our experience a specifications of the VZP contact centre, but also the requirement for a long-term utilization of the proposed from the perspective of the process itself and from the current and expected future development of the department.

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Processing of email requirements of Wüstenrot customers

We implemented OneSolution in Wüstenrot – OneMail module. OneMail temporarily substituted existing solution for email communication processing.
OneMail solution became popular among Wüstenrot representatives thanks to functionalities, such as automatic evaluation of the content of inbound emails, distribution of emails for processing based on their priority with automatic supervision of escalation rules, intuitive processing of emails including templates and available attachments, well-arranged communication history and online reporting.

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Concept of charging the line

In cooperation with internal management team of Wüstenrot, OpenOne created a concept of transformation to a charged line. All aspects were taken into account, several models for simulation of benefits and demands were prepared.

Operation analysis of Yello Energy Customer Line

We looked at operational functioning of their Customer Line and discussed all its important aspects. We focused on capacities, quality, efficiency, control mechanisms, feedback and methodologies. Yello Energy consciously builds upon high quality of communication with customers and upon in the energy area exceptional helpfulness and attention to customer needs. The analysis also brought several ideas for further improvement and development of a Customer Line built in a modern way.

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Contact Centre concept

The concept became a basis for internal decision about the potential that the contact centre can have for the company. The project included also preparation of the model of expected costs connected with creation of the contact centre. The project outcomes became a direct basis for direct decision about the creation of the contact centre.