Mark Margolis's Blog

One of the most satisfying parts of my job is going back to an implementation after the licences have been purchased and the software implemented to review the success of the project. The success of our customers is paramount to everyone at Microsoft and we are all incentivised to make sure that our customers use our services and that they achieve the maximum business benefits.

Seeing how our customers implement our business applications in less time and at half the cost (on average based on a study from a 3rd party – more on this later) is something to be proud of but really getting under the hood and seeing the ROI and business metrics really makes you realise how we are able to help our customers transform their businesses.

I put the slide above as an example of how we can communicate the value we can bring to our customers based on real case studies from existing implementations. I have grouped Return on investment stats with economic benefits aligned to typical use cases and workloads. This is really a small snapshot and I will add to this in the future. I can’t share the customer names right now but I am seeking permission to do so and hope to get this soon. However some of these stats with customer names are available on my case study post.

Multichannel client lifecycle management & single client view

• Reduce cost of mistake – avoid fines
• Lower cost of sales
• Higher net profitability of customer
• Increase product penetration per customer

• Productivity savings of 16 man-hours per month
• Increased call handling by 50%
• Contributions per customer increased 85%

Client service management & complaints handling

• Increased customer service productivity. Save staff costs
• Lower cost of service per customer
• Reduce cost of mistake – avoid fines
• Reduce customer churn

• -80% in customer escalations, -25% customer complains,
• -22% of cost per incident.
• 15% increase in Csat & rising to #2 in the rank for customer service

Call / Contact Centre

• Winner European Contact Centre of the Year and UK Customer Experience of the Year
• First Call Resolution (FCR) rate has improved from 77 to 93%
• Complaints has dropped from more than 600 to just 44 over 18 months.
• 95 % Customer satisfaction rating
• 55% of calls within 20 seconds and their abandon rate is under 2%.
• In the first 24 days, operators served 117 thousand depositors, plus 30,000 customers who used the self-service feature on the web portal.
• Reduces Customer Support Call Times by 50 Percent
• 18000 Help-Desk requests per month
• 75% via self-service (300% increase)
• analysts handle 15% more support tickets
• 80% less costs than competitors
• 2.5M calls/month to 3,000 CC agents

Client account planning

• Increase client portfolio value
• Increase forecasting capability & revenue per client
• Increase deal size

• Migration of customers to higher value segments takes on average 20% less time
• Increased cross selling by 20%

Client & product on boarding

• Reduce time to value
• Reduce cost of mistakes – avoid fines
  Reduce customer churn
• Reduce cost of lower value transactions
• Increase employee productivity

• Call centre productivity by 30%, online subscriptions 75% faster
• Reduce quote time by 30%
• Reduces time to approve loans by 80%

Deal teams, collaboration & sales productivity

• Reduce cost of mistake – avoid fines
• Reduce time to value and sales lifecycle
• Increase user productivity

• Increased sales productivity of 25%
• Acceleration of sales conversion cycle by 50 percent
• Reduction of proposals by 10%

Mobile and app development

• Lower costs and effort to customize the solution
• Ease of integration with other business technology systems, improving process efficiencies

• 243% ROI in 4.1 months
• 4 month implementation

Integrated marketing automation

• Marketing cost savings due to more real-time insights and analytics
• Increased campaign ROI and reduction in customer complaints through more targeted campaigns

• cost savings of more than $200,000 (risk-adjusted over three years

This post was originally published on https://markmargolis.wordpress.com. This posting is provided “AS IS” with no warranties, and confers no rights.