Mobilisation Madness
We know the frenzy of mobilisation of acquisitions and mergers, the Customer Innovation team have been involved at Executive and Board level in start ups of some of the biggest rail franchises since 2004, in particular those reshaping and rationalising.
We know franchise delivery calls for demanding deadlines to deliver services, often at a time when the stakeholder clamour for information is at its loudest.
CIL are able to offer in conjunction with their programmers Virtual Zone Ltd, their web based natural language interface "Virtual Assistant", to respond to customer and employee questions, quickly and accurately with minimum demand on often already stretched resources.
The system can be brought to market within a matter of weeks, economically managed and simultaneously provide valuable analysis of what your stakeholders want to know, their issues and in some cases challenges. You are quickly able to build up a reliable database of responses that ensures consistency and clarity around the clock.
For external stakeholders CIL Virtual Assistant will:
- Provide real time responses to questions in natural language.
- Leverage your website (if available) investment to provide ease of navigation.
- Track frequency of questioning by subject and type to identify gaps or opportunity in marketing or corporate communication.
- Provide consistency of response, 24 hours a day 7 days a week.
- Greatly reduce the need for telephone response to routine enquiries thus reducing costs and allowing resources to respond to more complex customer issues and sales.
For internal stakeholders CIL Virtual Assistant will:
- Respond with consistent messages during a time of considerable change and sometimes on uncertainty for employees.
- Identify frequently answered questions, areas of anxiety and opportunities for the reinforcement of internal messages.
- Minimise unproductive debate and speculation.
- Provide consistent information on new products and services, ensuring a common understanding throughout the business of what your new franchise will offer.
- Operate multi-lingually if required.
- Work 24 hrs, 7 days a week if necessary providing response to the home as well as the work place.
- Greatly reduce the cost and drain on the traditional channels of human resources and corporate communication, during a demanding time.
Virtual Assistants have been successfully produced by Customer Innovation Ltd (CIL) and Virtual Zone Ltd. Clients already include National Rail Enquiries with lisa and major organisations throughout Europe. CIL Virtual Assistants can quickly be introduced to intranet, extranet and websites. CIL Virtual Assistants continually "learn" what your stakeholders want to know about. CIL understand the demands of mobilisation and the stakeholder, the need to respond quickly, efficiently and cost effectively.
Charges are scaled directly to the size of a organisation and potential interrogation with initial investment often being recovered inside the first year. Design to delivery can be achieved from £15K and in as little as four weeks. There is a full maintenance, start up support and monitoring packages immediately available.
There is already evidence that up to 20% of traditional calls to a call centre can be responded to by a Virtual Assistant, reducing costs or allowing services to be diverted to direct sales.
Try it for yourself - Virtual Assistant Demonstration