1. De waarde van een geïntegreerd klantbeeld Emile van de Klok Amsterdam, 22 januari 2009 Sr. Product Manager – Human Inference

3. Wat hebben we nodig?

5. Wat is de waarde van een geïntegreerd klantbeeld? Bron: Gartner, Creating the Single Customer View with Customer Data Integration, January 2006

7. Call Center Portal Bill Degado Search System: Order Admin Record: A – 113 - 5 laptops, delivery status: sent today Good morning, how can I help you? Good morning, Bill Delgado speaking. When can I expect my laptops? Please hold on the line sir, I’ll check the order. Search Bill Degado We have send the laptops today so I expect you to receive them tomorrow. Ok that’s great! Thanks for your call and have a nice day. Another thing. I send you my broken router and it took a week before it was fixed, while I needed it to be fixed straight away. I’m not too happy about that. I’m sorry to hear that, but I can’t help you with that. You can call our Service Department on telephonenumber: 0123456789 Ehmm. OK. William Delgado, 34 Legget Drive Ehmm… Did he say Degado or Delgado? Lets try Degado… I’m sorry but I can’t find you in our system. Could you please spell your name? It’s D E L G A D O Once again, thanks for your call and have a nice day. System: Order Admin No Match Found Delgado Call Center Employee Customer Order Admin Operational System A A - 113 RING RING

9. Call Center Portal Bill Degado Search System: Order Admin Record: A – 113 - 5 laptops, delivery status: sent today System: Service Record: B – 76 - 1 Router, service status: fixed 3 days ago System: Marketing Record: C – 986 - Mailing Subject: “Express Service” Mailing Sent: yesterday Good morning, how can I help you? Good morning, Bill Delgado speaking. When can I expect my laptops? Please hold on the line sir, I’ll check the order. Search Bill Degado Request detailed Info Source Systems A-113, B-76, C-986 Return detailed Info Source Systems A-113, B-76, C-986 We have send the laptops today so I expect you to receive them tomorrow. Ok that’s great! What about your router? I see it has been fixed a couple of days ago. Does everything work fine now? Yes, thanks for asking! Only problem is it took a week before it was fixed, while I needed it to be fixed straight away. I’m sorry to hear that, but have you received our mailing we sent yesterday about our new offering “Express Service” - repair within 24 hours? Yes sound actually very attractive. Would you like me to register you for this service Mr. Delgado? William Delgado, 34 Legget Drive Ehmm… Did he say Degado or Delgado? Lets try Degado… Is your address: “ 34 Legget Drive”? That’s right! - Bill is a nickname for William - Degado should be Delgado Yes please. Ok. Thanks for your call and have a nice day. Call Center Employee Customer Communication Infrastructure Data Storage Single Customer View Order Admin Operational System A Service Operational System B Marketing Operational System C C - 986 A - 113 B - 76 RING RING William Delgado A-113 B-76 C-986 William Delgado A-113 B-76 C-986

12. Eenvoudige waarde berekening Dit voorbeeld omvat slechts één van de vele value generators in het call center scenario Uurloon call center medewerker € 35,- 100 Aantal call center medewerkers X X 12 Gesprekken per uur / per medewerker 15% X Percentage gesprekken vertraagd door foutieve, gefragmenteerde of dubbele klant data Gemiddelde vertraging 120 sec X Zonder geintegreerd klantbeeld Met geintegreerd klantbeeld Verspilde call center kosten per uur € 210 = € 35,- 100 X X 12 6% X 120 sec X € 84 = Kosten besparing per uur door geintegreerd klantbeeld: € 126 Uren per jaar (40 * 52): 2080 Jaarlijkse kostenbesparing call center: € 262.080