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Digitaal Innovatie KvK e-adviseur
Rogier Schmit, Directeur Digital T-Mobile NL
DIGITAALCONTACT,KATALYSATOR VANINNOVATIE
Rogier Schmit, Directeur Digital
WATGOOGLEZEGT
@rogierschmit
EERST UW MENING
KLANTCONTACT T-MOBILE NL / JAAR
Social media
360k
conversations
115shops
8.4Mio
visitors
T-Mobile.nl
60Mio
visitors
CallCentre
2,5Mio
calls
KLANTCONTACT T-MOBILE NL / JAAR
Social media
360k
conversations
115shops
8.4Mio
visitors
T-Mobile.nl
60Mio
visitors
CallCentre
2,5Mio
calls
KLANTCONTACTVERSCHUIFTALLANGETIJDVANTRADITIONEEL
(BELLEN,IVR,E-MAIL,WEB)NAARAPPENSOCIALMEDIA
Share of service contact per channel
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Twitter
Facebook
Chat
Crowd forum
e-mail
IVR
My T-mobile APP
t-mobile.nl
call centre
SERVICECONTACTSTRATEGIEVOOREENUNIEKEPERSOONLIJKE
ERVARINGTEGENDELAAGSTMOGELIJKKOSTEN
IMPACT
COSTS
Web /
App
IVR
Crowd
Chat
Calls
Web
care
E-mail
Winkels
Costprice perchannel
DIGITAL
PERSONAL
SOCIAL
1 tomanySelf service
Human
assisted
Netto cost per Nov ‘15
T-MOBILE.NL/KLANTENSERVICE/CONTACT
REAL TIME FAQ
REAL TIME WACHTTIJDEN
YOUR
CUSTOMERS
DO
CUSTOMER
SERVICE,
FOR FREE!
EMPLOYEES
SELL YOUR
PRODUCTS,
without
COMMISSION!
PEOPLE IN IT &
BUSINESS ARE
HAPPY TO
WORK,
TOGETHER !
ORGANISATIES MOETEN ZICHZELF OP TIJD UITVINDEN
16
17
ORGANISATIE
BEWUSTZIJN
DOOR TE VINDEN WAT JE NIET ZOCHT, VERGROOT JE De kans
op ECHTE VERNIEUWING EN INNOVATIE
19
‘AFOOLWITHATOOLISSTILLAFOOL’
7
Happy employees
We take responsibility and
aim for collective success.
We learn by doing,
experiment, make mistakes
& stimulate customer contact
for all colleagues
Happy Customers
We enable best service = no
service, we collaborate with
our customers, actively listen
and follow up
Happy Shareholder
We grow the share and
value of Digital contacts
ONZE ‘DIGITAL’ MANIER VAN WERKEN
UNLEASHING GREATER HUMAN POTENTIAL
BOTTOM UP
INITIATIVE
LEARNING BY
EXPERIMENT
MAKE & SHARE
MISTAKES
ALL CUSTOMER
CONTACT
TRANSPARANT
IN = OUT
T-MOBILE FORUM IN 2009 GESTART
.ZONDER BUSINESS CASE
KLANTENANTWOORDEN52%VANALLEVRAGENOPHETFORUM
90% SMARTPHONE HELP CONTENT GEMAAKT DOOR KLANTEN
Saving 500k calls/year
DEPARADOXVANGOEDESOCIALESERVICE
Deze klant heeft nu
hulp nodig, hij heeft
gelijkt!
AHT staat onder
druk. Er bellen
maar een paar
klanten voor dit
issue

25
SOCIALMEDIAMAAKTFEEDBACKONGEFILTERDENREAL-TIME
ER ZIJN OOK TEVREDEN KLANTEN
KLANTCONTACTVAN‘ONDERAANDEPYRAMIDE’NAAR‘VOEDEN
VANDETOP’
 Goede training die iedereen fit houdt
 Feedback loop, begrip van klanten
 Juiste prioriteiten in je organisatie
 Bedrijf wint flexibiliteit en klantfocus
WEBCAREFORDUMMIES
IEDEREEN IS CEO BIJ T-MOBILE NEDERLAND
EXTERNESOCIALMEDIAALSLESMATERIAAL
ZERODEFECT?#FAILURENIGHT
NIEUWE TECHNOLOGIE ONTDEKKEN IN HET FUTURELAB
32
READY FOR SCALING
TO PRODUCT DEVELOPMENT
OPEN SOURCE T-Mobile.nl
34
PROJECTTONYMAAKTVANVIDEOHETNIEUWEPOWERPOINT
HETTEKENLABHELPTSAMENWERKING,CREATIVITEITEN
RESULTAATGERICHTHEIDBEVORDEREN
VISUEEL WERKEN IS NU OFFICIEEL UIT DE HAND GELOPEN
DIGITALEVAARDIGHEDENONTWIKKELENOPDIGITALCAMPUS
DIGITALE TECHNOLOGIE STELT ONS IN
STAAT OM ONSZELF OPNIEUW UIT TE
VINDEN.
Vraag niet hoe het kan, maar
geniet ervan.
THANKSFORYOURATTENTION!
DANKVOORJEAANDACHT!

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Digitaal Innovatie KvK e-adviseur