【文章內(nèi)容簡介】 Rent Personalized Intra Healthcare Specifications Real Estate Policies Pay Violations Qualifications Laws Ethics Education Payments Directory Surveys Search Laws Yellow Pages Strategies Arts Travel Info Governments Shared Services Fund Transfers Highway Law Enforcement Education Revenue National Guard Civil Defense Airports G2G EGovernment Vision GartnerConsulting 169。 1999 Gartner Group, Inc. All rights reserved. Use external to Arizona Department of Revenue by terms of contract. Arizona Department of Revenue BRITS Phase I 020231470 Technology Trends Page 16 Section II. Technology Trends A. Customer Service B. Document Management C. Payment D. Decision Support E. Security F. CommunicationsOriented Technologies GartnerConsulting 169。 1999 Gartner Group, Inc. All rights reserved. Use external to Arizona Department of Revenue by terms of contract. Arizona Department of Revenue BRITS Phase I 020231470 Technology Trends Page 17 A. Customer Service Current and Target ? Current State: Supported by Antiquated Technology – Multiple, undifferentiated applications used by various parts of the anization – No contribution into centralized data repository – Call center agents confronted with a thicket of mainframe screens often requiring laborious steps to do simple tasks ? Future Ideal: World Class Customer Service – Having the right information at the right time, at the right place, delivered quickly, with a minimal number of keystrokes – Driven by: Customers finding new and exciting ways to demand service Enterprises continuing to raise the bar of excellence in customer service GartnerConsulting 169。 1999 Gartner Group, Inc. All rights reserved. Use external to Arizona Department of Revenue by terms of contract. Arizona Department of Revenue BRITS Phase I 020231470 Technology Trends Page 18 Customer Service Delivery Models ? Old Service Delivery Model ? New Service Delivery Model ? Citizen ? Business ? Visitor ? Employees Government Agency Government Agency Information System Information System ? Citizen ? Business ? Visitor ? Employees Web Interface Information System Information System Government Agency Government Agency GartnerConsulting 169。 1999 Gartner Group, Inc. All rights reserved. Use external to Arizona Department of Revenue by terms of contract. Arizona Department of Revenue BRITS Phase I 020231470 Technology Trends Page 19 Technology Trends Customer Service ? Customer Relationship Management (CRM) ? Customer Service and Support Applications (CSS) ? EService Suites ? Email Response Management Systems (ERMS) ? Video Kiosks ? Computer Telephony ? Contact Centers ? Citizen Facing Web Portals GartnerConsulting 169。 1999 Gartner Group, Inc. All rights reserved. Use external to Arizona Department of Revenue by terms of contract. Arizona Department of Revenue BRITS Phase I 020231470 Technology Trends Page 20 Customer Relationship Management (CRM) ? CRM is a business strategy, not an application – CRM aims to understand and anticipate the needs of an enterprise’s present and potential customers – To realize CRM, enterprises must foster behaviors and implement processes and technologies that support coordinated customer interactions throughout all channels ? Technologically, CRM involves: – Capturing customer data across the enterprise – Consolidating all internally and externally acquired customerrelated data in a central database – Analyzing the consolidated data – Distributing the results of the analysis to various customer touch points – Using this information when dealing with customers via any touch point GartnerConsulting 169。 1999 Gartner Group, Inc. All rights reserved. Use external to Arizona Department of Revenue by terms of contract. Arizona Department of Revenue BRITS Phase I 020231470 Technology Trends Page 21 Customer Relationship Management (CRM) ? Various enabling technologies, including front office suites and the Web, are required to execute CRM as a business strategy ? 3 major process areas: – Sales Force Automation (SFA) – Technology Enabled Marketing (TEM) – Customer Service and Support (CSS) GartnerConsulting 169。 1999 Gartner Group, Inc. All rights reserved. Use external to Arizona Department of Revenue by terms of contract. Arizona Department of Revenue BRITS Phase I 020231470 Technology Trends Page 22 Customer Service and Support (CSS) Apps ? Set of applications – Provides integrated customer service functionality ? 4 key areas – Call management (core function) Used to log all ining calls and transactions and to manage the transaction from initiation through closure Problem resolution, RMA, service activity management, escalation, trouble ticketing – Field service and dispatch – Interbased customer service (eservice) – Contact center GartnerConsulting 169。 1999 Gartner Group, Inc. All rights reserved. Use external to Arizona Department of Revenue by terms of contract. Arizona Department of Revenue BRITS Phase I 020231470 Technology Trends Page 23 Customer Service and Support (CSS) Apps ? Issues – CSS vendors missed the move toward ebusiness – No vendor is functionally strong in all 4 key areas GartnerConsulting 169。 1999 Gartner Group, Inc. All rights reserved. Use external to Arizona Department of Revenue by terms of contract. Arizona Department of Revenue BRITS Phase I 020231470 Technology Trends Page 24 Customer Service and Support (CSS) Apps ? Future Trends – By 2023, leaders will emerge – Increasing configurability – Flexible architecture to facilitate integration with telephony po