Transcript Putting Voice And Web Into Your Contact Center

Simplifying Service Solutions™
Managing Logistics at the Speed of Sound –
Streamlining Processes Using Voice Applications
9-12-2003
SandCherry, Inc.
Speaker: Frank Szczepanski
 VP, Worldwide Sales, SandCherry, Inc.
 Previously,
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9-12-2003
VP, WW Sales, Ellipsus Systems
Regional VP, BEA Systems
VP, Syport Systems Engineering
VP, Interactive Telephone Co.
Global Accounts, Stratus Computer
Manufacturing/Engineering, Unisys & Burroughs
SandCherry, Inc.
Logistics – A Strategic Function
 Logistics is the alignment of product, workflow and
information among internal and external organizations
Logistics
Companies
Tracking
Manufacturing
Company
Sales
Customer
Service
Sales
Shipping
Customer
Service
Scheduling
Dispatching
Distribution
Shipping
Supply Chain
Sales
Customer
Service
Manufacturing
Supply Chain
Manufacturing
Component Suppliers
9-12-2003
SandCherry, Inc.
Visibility Is Key to Greater Efficiency
Six drivers to transform greater efficiency in supply chain,
logistics & distribution processes*
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Collaboration (Real-time data sharing)
Optimization (Streamline processes with new tools)
Connectivity (Many-to-many; standard apps/platforms)
Execution
(Improve T, D, I and O management)
Speed
(Real-time information; > responsiveness)
Visibility
(Manage, track & update info in real-time)
Visibility is critical for improving all of them!
*Cap Gemini Ernst & Young 2002 Logistics Report
9-12-2003
SandCherry, Inc.
Improving Visibility
 Information flow
• Comprehensive (end-to-end)
• Real-time accumulation of both structured and nonstructured data
• Multi-modes (multi-access) to data input, data
query, data updates
 Change management
• Event driven infrastructure
• Systems must accommodate change
• Exception notification; real-time decision capability
9-12-2003
SandCherry, Inc.
Voice Improves Visibility
 Increases access to information
• Phone vs. PC
• Cellphone vs. wireless data
• Use to extend, not replace other systems
 Improves event-driven data flow
• Real-time update where/when event occurs
(dispatch, loading, port entry, inspection, delivery)
9-12-2003
SandCherry, Inc.
Voice Improves Many Tasks
User
Before Transit
In Transit
After Transit
Internal and
Business
Partners
 Scheduling
 Ordering
 Dispatch
 Track
 Trace
 Monitor
 Inspection
 Reporting
 Billing
 Reconciliation
 Claims
External
Customer
 Quotations
 Scheduling
 Status
 Claims
 Payment
9-12-2003
SandCherry, Inc.
Voice and Web Are Similar
 Deliver 80-90% reduction in call handling costs
over live transactions
• Provide measurable ROI within 6-12 months
 Provide consistent, effective handling of low
value transactions
 Available 24x7 through pervasive devices
• 1.3 Billion telephones
• 270 Million Internet connected PCs
 More convenient, more efficient
9-12-2003
SandCherry, Inc.
Example Application
 Same application can be delivered to PDA or
phone…
9-12-2003
SandCherry, Inc.
Time Savings Add Up Quickly
 Port Example
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300,000 containers / year
Reduce container handling time by 2 minutes per container
10,000 hours / $350,000 a year saved
Savings don’t include ripple effect through other organizations by
having data visible
SandCherry, Inc.
Opportunities Today
 Automating call center services
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Quotations
Scheduling
Claims
Payment
Change orders
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Dispatch
Track
Trace
Monitoring
 Workforce and fleet management
 Telematics
• In-vehicle information portals (routing, alerting, maintenance)
• Integration with other in-vehicle systems (geo-location)
9-12-2003
SandCherry, Inc.
Conclusions
 Logistics is a strategic function
 Visibility is key to improving efficiency
 Using voice applications improves
visibility
• Real-time access to information
• Real-time event-driven data flow
 Voice offers compelling ROI
• Reusing web applications
• Improving a variety of processes and applications
9-12-2003
SandCherry, Inc.
What Indiana can Do
 Leverage its Strengths
• Location: Crossroads of America
• Brain Trust: Outstanding Universities
• Hands-on Experience
 Focus on Information Flow not just Goods
• Solve the Visibility problem
• Establish IT logistics businesses that are global
• Become: Crossroads of Information
9-12-2003
SandCherry, Inc.
Collaboration Challenge
 Can we form a Center for Logistics here
in Northwest Indiana? Yes
 Can we create Total, Enterprise-wide
Solutions for Logistics? Yes
 Can we service multiple industries? Yes
9-12-2003
SandCherry, Inc.
How do we get Started?
 Work together to address the issues
 Form an alliance within Indiana to create
a Center for Logistics => Center @
Extended Enterprises
 Interested partners can belong to a
consortium to build end-to-end, high
velocity business solutions
 The Opportunity is 10x existing GSP; 10x
more efficiency; 10x current market
9-12-2003
SandCherry, Inc.
Thank You!
Simplifying Service Solutions™
Frank Szczepanski
VP Worldwide Sales
[email protected]
9-12-2003
SandCherry, Inc.