Transcript Diapositiva 1

Global Information Services
GIORGIO SACERDOTI AWARD 2008
QUICKLY – KNOWLEDGE ON DEMAND
World Computer Congress
Milan, 9th September 2008
Global Information Services
PROJECT OBJECTIVES
Our need: to improve Network efficiency, giving people an innovative
tool for solving procedure problems
• An easy and user-friendly tool, available for every single user…
• a tool able to give just in time access to updated and trustable information…
• easy to explore and problem solution oriented information, straight from the desk…
• a quick unified approach to the training of the new users.
Global Information Services
WHAT IS QUICKLY?
It is:
• a place where documentation, normative, rules and experience are collected,
through a technological platform (KANA IQ), in order to make Company
Knowledge accessible in a simple and quick way
• a self-help tool that provides solutions to the users’ questions about errors due
to the lack of knowledge or due to a non correct use / functioning of the
applications
• a problem solving oriented tool that gives:
• direct solutions (FAQ, compilation of masks instructions)
• indirect solutions (addressing toward other structures, chat)
• InFormation (the merge of Information and Formation)
Global Information Services
HOW TO ACCESS?
UniCredit Intranet Portal
The homepage of Quickly is accessible from the Support Area of the Intranet
Portal. Every user can see different Knowledge Bases according to the
Company he belongs to
Help on-line
Users working on a procedure can directly reach the needed information - and
its linked subjects - by simply clicking on a button integrated in the menu of
the application they are using
Norm@net
Users reading Rules Circulars on Norm@net (UniCredit normative
application) can find a button that drives them directly to the knowledge base
that is strictly connected to the subject of the Circular
Bank Business Portal
On this portal there is information about bank products and users have a
search function in this site. Each result related to a subject included in Quickly
is directly linked by a button to the Knowledge Base.
Global Information Services
THE SYSTEM STRUCTURE
2
N
e
t
w
o
r
k
NO
YES
Chat on-line
Remedy
solution
3
YES
solution
NO
Chat/Ticket
Remedy
?
PU/DT
solution
Contact
“O”
Bank
solution
Center
1
Procedure problem
Knowledge
Base
 Solution found within the KB
 Straight solution with the help of a CC operator via chat – KB updating
 Solution with the intervention of a PU-DT / Bank Organization Service and – if possible – KB updating.
Global Information Services
QUICKLY TREND
5000
Risposte
giornaliere medie
(op+ivr)
Ticket in rete
giornalieri medi
4500
4000
3500
Quickly
3000
Chat gionaliere
medie
2500
Quickly al netto
delle chat
2000
Lineare (Risposte
giornaliere medie
(op+ivr))
Lineare (Quickly)
1500
1000
500
0
1Q
05
2Q
05
3Q
05
4Q
05
1Q
06
2Q
06
3Q
06
4Q
06
1Q
07
2Q
07
3Q
07
4Q
07
1Q
08
2Q
08
Help via Phone / Quickly Trend
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The total amount of daily help requests is almost steady, but with a reduction of the help requests
via telephone and an increase of the accesses to the Quickly Knowledge Bases
the number of chats grows much more slowly than the accesses to Quickly. This means that most of
the times, Quickly satisfies its users by itself: without the necessity to involve a Contact Center
operator in the process.
Global Information Services
QUICKLY EFFICENCY
HELP CHANNELS
What Quickly users choose for their 1° inquiry


About 47% of the Bank users’ favourite
channel is Quickly
they are as many as the ones who still
use telephone to ask for help on the
Bank applications.
Which part of the Quickly users don’t need to ask a Contact
Center operator for further support.
EFFICIENCY


82% of Quickly users are satisfied with the
simple research within the knowledge base;
only
18% need to chat with a CC operator for more
specific details or for the lack of the information
Continous updating of knowledge base allows
these important efficiency standards!
The migration to EuroSIG was
significantly
supported
by
Quickly from the point of view of
help and assistance.
Banca di Roma Migration
UGIS Contact Center accesses trend
10000
8000
6000
4000
2000
0
Telefono
Ticket
Quickly
di cui chat
18
/0
8/
20
20
08
/0
8/
20
22
08
/0
8/
20
24
08
/0
8/
20
26
08
/0
8/
20
28
08
/0
8/
20
30
08
/0
8/
20
01
08
/0
9/
20
03
08
/0
9/
20
05
08
/0
9/
20
08
Global Information Services
FOCUS ON CAPITALIA INTEGRATION PROJECT: UNICREDIT BANCA DI ROMA
UGIS Contact Center Accesses
45%
Telefono
50%
Ticket
Quickly
5%
More than 5’000 daily contacts
on average and immediate
solution of the problem in 80% of
them (without using the chat).
This experience shows that it is
possible to have interesting
results in the field of help and
assistance by using Quickly
since the beginning of the training
phase (just in time detailed
information, no need of manuals,
very clear and simple description
of
the
application
and
organisational
aspects,
less
waiting time in the contact) as
well as a better approach to end
users in the delicate phase of
change management, without
any additional cost.
Global Information Services
FIGURES AND OTHER CHARACTERISTICS
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Released KB: over 100.
average daily Quickly accesses (before EuroSIG migration in Capitalia Banks): 2.700
average daily Quickly accesses (after the EuroSIG migration in BiPop Carire / Banca di Roma ):
7.500
monthly accesses (before EuroSIG migration in Capitalia Banks): 43.000
monthly accesses (August - after EuroSIG migration in Capitalia Banks): 105.000
percentage of users satisified with Quickly: over 80%
ratio of the daily Contact Center activity faced with a KB: 40%
COST
SAVING

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
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

QUALITY
IMPROVING
TIME
SAVING
Phone calls decrease / growth of Quickly accesses (with stability of the number of chats)
reduction of the waiting time for the users / optimization in terms of time and quality of
the CC service
translation of the users’ interest towards the use of the knowledge tool
elimination of traditional and uneasy-to-update manuals
gradual release of Quickly on the X-Frame applications (Help online), the release of new
KBs that cover further procedures and applications, will sensibly improve the
telephone operators’ work
An effective tools / support in change management phase (Information / Learning)
Global Information Services
NEXT STEPS
FROM QUICKLY TO QUICKLY²
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Non interconnectable KB (vertical
vision)
procedure view only
help online on few procedures
information over-writing
no re-usability of knowledge atoms
company profiling
link to Norm@net application
Intranet - Extranet access








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Unique integrated KB (“Cross” vision)
procedure - commercial - normative/org view
(automatically recognized by the system with
the access channel)
help online on every procedure
archiving of all the deleted and updated
information
no duplication of knowledge atoms
user profiling (company, role, language, etc.)
certified Circular (parallel updating between
Norm@net / Quickly)
Internet – Intranet – Extranet access
e-mail / sms delivery for warning about new
releases