Call Center Solutions, Complaints Management Module, Contact Center Automation, Contact Center Solutions, CRM, Social Media Engagement

Empower your Call Center agents for quality services delivery

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For quality customer service across your touch points whether through mail, social media, call/contact center or walk-ins. You must, i repeat,  must empower your call center agents and relationships managers to succeed.

As a business analyst in several requirements gathering sessions and CRM road map planning, we have seen and documented a lot of shocking pain points that come up, when brainstorming with the end users themselves; the agents and their supervisors.

One agent in a Bank (i can’t mention the name) had to always open 5-7 different windows to handle a complaint. Only those in this line of business can understand the pressure these agents feel when an irate customer who is threatening fire and brimstone is at the end of the line. The funny fact is that sometimes if not most times, she wont be able to resolve the case on the call due to the banks policy. She would have to keep apologize with a promise of a 5 working days SLA and an email to the department concerned.  If the customer were to call again, he/she may have to speak to another agent and repeat her story.

One other agent  had to always stand up from her seat, go to a central system to get an information due to the bank’s policy.  The snags experienced in Email management and escalations is on another level that we do not have time ad space to cover! These pain points can cascade to heaven without automation. Bottom-line is that the business keeps suffering as quality will drop, customers will be unhappy and agents demotivated.

So, how can we help these agents to be at their best to render quality service?  The answers is “Agent enablement”

By Empowering your agents with tools(technology), guidance(business rules with SLA) and data they need to resolve issues on one call , they are enabled to offer quality services to your customers. So arm them with information of your customers and also their interaction history to ensure first call resolution. So that in cases of serious unresolved complaints, customer wouldn’t have to repeat their stories all over to different agents at different times of contact. Armed with the right tools, Agents can  speed  up resolutions and deliver a more personalized, effective level of support using service software that accesses all customer information in one place—even pulling data from systems outside customer service unit.

That service software is Microsoft Dynamics 365 for Service!

Agent enablement with Dynamics 365

With business  tools from Microsoft Dynamics 365 for services, we can bring all the information agents need to manage a customer to a unified screen through integration and business processes and rules that will

  • Support agents with a visual interface that delivers role-tailored experiences
  • Help Agents manage cases faster and provide differentiated levels of support
  • help reduce AHT with speed resolution using machine learning and advanced analytics capabilities

CRM case management dashboard

Do you want to find out how ?

Contact Scimitar Global Service Limited now by dropping your contact details here. We will follow up with you to agree on a discovery session with your stakeholders and business unit heads to look at your road-map and a roll out plan base on your areas of priority and quick wins .

 

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Microsoft Modern Business Solutions, sales force automation, Social Media Engagement

Empowering your Sales force to increase revenue!

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Sales and Marketing has transformed. Prospects have taken control of the purchasing process, venturing further down the sales funnel without ever speaking to a sales representative. They go online to create and validate their vendor shortlist—typically without assistance. Social media and eCommerce has created a change in the market and for this we seriously believe, that it is high time business owners, started re-evaluating the tools their sales team work with, that’s if you have not done so by now.

You need to empower your sales force with tools to work with and also provide  marketing structure to support their activities.  This is to avoid wasting resources in going around knocking on doors while businesses are flying over their heads. Ar them with current tools that speak the language of the day, meeting customers where they are and want to be served. Upgrade and maintain the old strategies that still works and discard the snags. Ensure to bridge the gap between them by fusing people, process and technology together.

One of the major tools we suggest you get is a CRM for Sales force automation, & Marketing automation and Call/Contact center automation ( Complaints management & telemarketing).

The benefits of a CRM can never be over emphasized as you may miss growth opportunities and lose revenue just because you’re not keeping tabs and maximizing your business relationships kept by your employees, no mater the size of your business.

Imagine misplacing customer contact information, only to learn that your delay pushed your client into the arms of a competitor. Or, picture your top two salespeople pursuing the same prospect, resulting in an annoyed potential customer and some unfriendly, in-house competition. Imagine missing a mention of a need on social media because you do not have a CRM monitoring that space. Without a centralized program where your people can log and track customer interactions, your business falls behind schedule and out of touch.

In a connected world, delivering a great customer experience is more essential than ever to differentiating your business, building loyalty, and maintaining your reputation. Win customers and keep them happy with Microsoft Dynamics 365 for Sales, which can help smaller businesses maximize opportunities, boost mobile productivity, and gain greater business insight.

Most businesses today know that delivering a great customer experience is essential to winning sales and differentiating themselves against their competition. This is where Microsoft Dynamics 365 for Sales comes in, but a lot of smaller businesses see it as too complex for their needs. Dynamics 365 for Sales offers the perfect solution because it can adapt to specific business needs, with the flexibility to deliver only the part of the solution that is right for the customer at a given time. In many cases, the best strategy is to focus on the basics and start small—for example delivering capabilities around a specific area like opportunity management, and then moving on to more advanced scenarios later.

Dynamics 365 for sales.jpg3 great reasons to get started now

1) It’s easier than you think. Employees catch on quickly with easy, familiar tools. You don’t have to worry about installing new software and systems. It’s all done for you and is backed by Microsoft.

2) It’s affordable. It’s in the cloud, which means no large capital expense for servers and software. You just turn it on and pay a low monthly subscription. Mobile apps are included too.

3) It’s time. Businesses who are up and running on Dynamics 365 for Sales never look back. They enjoy immediate gains in productivity, sales, and customer experiences that set them apart.

As a Microsoft partner, we are the boots in the field and trenches with you. contact us today for a discovery session with your stakeholders and business unit heads to look at your road-map and agree on a roll out plan from the areas of priority and quick wins .

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Call Center Solutions, Contact Center Solutions, Microsoft Modern Business Solutions, Video Engagements and Conferencing Solution

A CRM is the first step towards becoming a customer-centric company.

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Have you tried to speak with any of our Telco’s or Banks  either by telephone or walk in into their branches for a complaint or enquiry and the line drops or you finish the call or visit and on calling back to follow up later when your issue has not been resolved. You had to repeat your story all over again to the same person or another?  That Service provider does not have a robust CRM.

If you have called a service provier in Nigeria and the customer service person  or relationship manager greets you by your name armed with the latest update based on your interaction history available on her screen or tablet, to serve you proactively. That, in my opinon is customer centric company and they definitely have a robust CRM!

What is a CRM ? A CRM simply means Customer Relationship Management!  It can be a person, technology and process used by customer-centric companies who understand the need to capture, manage and track activities from lead generation in a sales cycle to close and support ( after sales) which also  creates repeat business.

A CRM is a multifaceted platform with data driven categories integrated to streamlined processes where everything crucial to developing, improving, and retaining your customer relationships are stored and available to employees.

CRM tools make the customer-facing functions of business easier. They help you:

  1. Centralize customer informationCRM report1
  2. Automate marketing interactions
  3. Provide business intelligence
  4. Facilitate communications
  5. Track sales opportunities
  6. Analyze data
  7. Enable responsive customer service

 

Running a successful business is no simple task.  With marketing campaigns, data analysis, meetings, customer care, and more all happen simultaneously, your business really need a robust and powerful CRM solution to bring all these activities and functions together in one environement. Not in silos or multiple applications , multiple screenss for diferent functions which makes it combersome to piece together information to serve customers.

As a Microsoft partner, Scimitar Global Services Limited offers Microsoft Dynamics CRM now called Dynamic 365 to Businesses. Microsoft Dynamics CRM is part of the Dynamics family that includes enterprise resource planning (ERP) products such as Microsoft Dynamics AX, Microsoft Dynamics GP, Microsoft Dynamics NAV and Microsoft Dynamics SL. All theses are now merged into Dynamics 365 as a cloud-based ERP and CRM enterprise system; built by Microsoft for maximum flexibility and extensibility.

Dynamics CRM comes out of the box with three modules of Sales, marketing and Customer Service and is available in the cloud (known as Microsoft Dynamics CRM Online) and on-premises, as well as in a hybrid cloud version.  You are to decide wht deployment option  you want based on your road map and requirements as well as budget and ROI expectations.

The Sales module is used for Sales force automation, Customer Service Module  is used for Contact center automation and complaints management as well as after sales support. The Marketing module on the other hand is for Marketing automation which syncs into the sales module with One data available across board. This is why it has the capacity to give customer-centric companies 360 degree view of their customers, ensuring efficiency, customer satisfaction and loyalty which definitely increase revenue and a return on your investment on a robust CRM solution like Microsoft Dynamics 365.

The benefits of a CRM can never be over emphasized as you may miss growth opportunities and lose revenue just because you’re not keeping tabs and maximizing your business relationships kept by your employees, no mater the size of your business.

Imagine misplacing customer contact information, only to learn that your delay pushed your client into the arms of a competitor. Or, picture your top two salespeople pursuing the same prospect, resulting in an annoyed potential customer and some unfriendly, in-house competition. Without a centralized program where your people can log and track customer interactions, your business falls behind schedule and out of touch.

A customer relationship management (CRM) system is designed to integrate and automate sales, marketing, and customer service and you need to speak to partners like Scimitar Global Services Limited (SGSL) to go over your CRM road map as there are so many other consideration than just purchasing software. At that level, what you have bought is called Vanilla solutions. No workflows, No business rules, No customization , No integrations and No Intelligent reports.

When planning to implement a CRM solution, you must choose the right solution and the right implementation method that will power up your business and enable you to achieve your strategic business goals. Implementation should be considered an ongoing program and not a project because of the dynamics  nature of both the customer and the market. Your business should be event-driven (customer triggered and System triggered) For example, a customer buys a product with his card, your CRM should trigger a workflow to the sales team to call him and pitch a loan or an installmental payments for the purchase.

Financial institiutions abroad are taking it further with Next Best Action (NBA)  in CRM from VeriPark (one of my Microsoft ISV partners for CRM), which is is focused on using sophisticated rules, analytics and algorithms to better predict customer needs and in turn offer more relevant actions and offers leading to improved wallet share and loyalty. It leverages Azure Machine Learning capabilities to recommend what to do next for a customer in context.​

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Microsoft Dynamics 365 delivers the full spectrum of CRM through five individual apps—Sales, Customer Service, Field Service, Project Service Automation, and Marketing —that work seamlessly together. So you can buy just what your business needs now, and add others as those needs grow.

Talk to us now for a discovery session with your stakeholders and business unit heads to look at your roadmap and agree on a roll out plan from the areas of priority and quick wins .

You can leave your details below. We will contact you.

By the way, ISV means Independent Software Vendor! it means the partner has patented a Microsoft software and #typeapprovedatredmond. I will b sharing some of their value adding FSI solutions in the coming days and weeks.

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Contact Center Solutions

Contact Center lease Service. An on-prem’ service option from Scimitar Global Services Limited(SGSL)

Do you need a standard contact center solution and worried about the high cost of implementing one for your organization with all the nice features without breaking the bank? Are you still using PBX and GSM phones and boxes as Contact center.agent.jpg

Do your customers have to repeat their stories every time they call your business?  CRM landing page.png.jpg

Do you have interaction history of your customers for complaints management and resolution?  CRM case management dashboardDo you have back office integration that supports your customer facing team for quick service delivery? How about historical data and reports with business insights about the voice of your customers and their interactions?

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 We have good news for you,  no more DOA Budget. Make a case with our OPEX model for mid-markets.

Sign up for our Contact center lease Service to own yours and use without huge investment in! implementing  your contact center solution with all the whistles and bells!

SGSL Contact Center Lease Service.jpg

Drop your details so that our solution consultants can connect with you for a best fit analysis and solution. You will be live in 3 weeks all things being equal within our terms and conditions.

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Contact Center Solutions

Contact Center lease Service. An on-prem’ service option from Scimitar Global Services Limited(SGSL)

Do you need a standard contact center solution and worried about the high cost of implementing one for your organization with all the nice features without breaking the bank? Are you still using PBX and GSM phones and boxes as Contact center.agent.jpg

Do your customers have to repeat their stories every time they call your business?  CRM landing page.png.jpg

Do you have interaction history of your customers for complaints management and resolution?  CRM case management dashboardDo you have back office integration that supports your customer facing team for quick service delivery? How about historical data and reports with business insights about the voice of your customers and their interactions?

CRM report1.jpg

 We have good news for you,  no more DOA Budget. Make a case with our OPEX model for mid-markets.

Sign up for our Contact center lease Service to own yours and use without huge investment in! implementing  your contact center solution with all the whistles and bells!

SGSL Contact Center Lease Service.jpg

Drop your details so that our solution consultants can connect with you for a best fit analysis and solution. You will be live in 3 weeks all things being equal within our terms and conditions.

Also get connected with our Social media Pages. Kindly Like and share, follow and Re-tweet our posts.  You stand a chance to win a mobile phone. Thank you😘😘😘

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Microsoft Modern Business Solutions

Simplify your business processes from quotation to cash without switching applications. #Microsoft Dynamics 365!

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Microsoft Dynamics 365 for Financials is a business management solution that’s connecting people and processes like never before. From day one, it makes ordering, selling, invoicing, and reporting easier and faster.

It centralizes your data from accounting, sales, purchasing, inventory, and customer interactions, giving you an accurate end-to-end view of your business. Add reports with a click. Create powerful dashboards to perform advanced analytics. And do it all from a familiar interface using the Office tools you already know, like Outlook, Word, and Excel. We’ve already helped customers connect their business to make better decisions using this cloud-based solution.

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Connect your people and processes with a single, unified solution, so data can be quickly and easily shared with key people throughout the company. Free your business and your people from the limitations of multiple, disconnected solutions and the inefficient employee workarounds that waste hours every week.  Automate critical processes with easy-to-create workflows and audit trails that secure processes without adding complexity. As you grow, it’s easy to add applications and configure Dynamics 365 for Financials to fit business needs or industry demands.

Functions like payroll, banking, and CRM systems are just as integrated, so your people can share the most current data and respond to customer requests faster with the most accurate information.RW6AMm.png

It’s time to rid your business of siloed systems that can’t talk to each other and waste your people’s time. We can help you deploy Microsoft Dynamics 365 for Financials—it’s a single solution that can manage your financials, sales, customer service, and operations. Easily connect to external systems and third-party applications like payroll, banking apps, CRM systems, or custom APIs.

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Scimitar Global Services Limited in partnership with Microsoft is bringing to your doorsteps an all in one suite which is a combination of both Office 365, CRM and ERP for a synergized business ecosystem. Our team can show you how easy it is to simplify your business processes when you can go from quote to cash without switching applications. Set up customers or vendors, create quotes, process orders, and submit invoices without leaving your inbox.

Growing businesses often outgrow their basic accounting software that are unable to keep up with increased inventory and transactions, lack integration with other line-of-business systems, and have reporting limitations. Customers using legacy ERP systems feel the pain around scalability and mobility.

Take a minute to identify if your financial system has what it takes to make the most of new opportunities.

Here are signs that your current financial solutions won’t be ready to handle additional growth.

  • Reporting is complicated and provides insufficient information
  • Duplicate data entry into multiple systems is a daily routine
  • Accounting occurs in Excel, not your financial system
  • Systems are disconnected and information is siloed
  • Lack of secure workflows and audit trails increase risk

A new solution doesn’t mean hours of training or disruption of key processes. By using familiar Office tools your people already know, everyone gets up to speed quickly and without extensive training. Applications like Outlook, Word, and Excel provide the comprehensive and reassuring experience that gives employees confidence. Dynamics 365 for Financials lets you handle the most common business processes from day one. There’s no need to slow down processes like creating quotes, invoices, purchase orders, or reports on current cash flow.

Microsoft Dynamics 365 is the next generation of intelligent business applications that enable organizations to grow, evolve, and transform. To help get you up and running quickly, Microsoft Dynamics 365 for Financials is sold by a network of reselling partners like Scimitar Global Services Limited that offers both technical know-how and industry expertise.
Request for a meeting and Demo of Microsoft Dynamics 365 for Financials now below.

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Microsoft Modern Business Solutions

Top 10 Benefits of Microsoft Office 365 for your Medium and Small Businesses!

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Are you a Small , Medium and Mid market business owner and do not want to invest so much in technology like the big enterprises in the financial services, Manaufacturing and oil & Gas Industries but need same business applications to do business in Nigeria on a 99.9% secured platform?

Scimitar Global Services Limited ( SGSL) in partnership with Microsoft Nigeria if offering you Microsoft® Office 365 for small businesses. This is an easy-to-use set of web-enabled tools that let you access your email, important documents, contacts, and calendar from almost anywhere and any device—including PCs, Macintosh computers, iPhones, Android phones, and BlackBerry smartphones. Designed to meet the needs of a diverse range of small businesses, Office 365 lets you choose which tools to use.

Scimitar Global Services Limited (SGSL) in partnership with Microsoft is offering flexible payment plans for Office 365 no matter the plan you choose. Contact us for  a best fit analysis for your business. I will outline below the 10 benefits Office 365 offers business.

It works seamlessly with the programs you already know and use, includingMSOffice365ProPlus

  • Microsoft Outlook®,
  • Microsoft Word,
  • Microsoft Excel®,
  • Microsoft PowerPoint®.

It’s easy to try and also simple to learn, and it works with your existing hardware.

Office 365 also offers improved collaboration capabilities, including a password-protected portal to share large, hard-to-email files both inside and outside of your organization. Powerful security features from Microsoft help protect your data, and when the service is released for general availability, it will be backed with a 99.9-percent up-time guarantee.

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Here are the top 10 benefits of Microsoft Office 365 Business Application: 

  1. Anytime, Anywhere AccessOffice 365 provides web-enabled access to email, important documents, contacts, and calendar on almost any device—including PCs, Macintosh computers, iPhones, Android phones, and BlackBerry smartphones. header_social_homeIt frees you to work where and when you choose, letting you respond to important requests right away, from almost any location. With the ability to access email and documents from your mobile device, you don’t need to hurry to the office or look for a WIFI hot spot. And if you’re traveling without access to Microsoft Office, Office 365 helps you view and edit documents from the most popular web browsers on PCs and Macintosh computers. Take control of when and where you work with Office 365.

    Professional Face for Your Business
    Using professional services like Office 365 tells potential customers that you’re serious about business. For example, you can impress your prospects by inviting them to a collaborative online meeting where you can review your latest proposal. With these state-of-the-art but easy-to-use collaboration, mail, and messaging services, you can set yourself apart from organizations that use free or ad-supported services. A custom domain name further enhances your branding, and Office 365 includes design tools to easily create a professional, public-facing website in minutes.

  2. Easily Communicate and Collaborate Inside and Outside Your Organization
    With Office 365, you can create a password-protected portal to share large, hard-to-email files both inside and outside of your organization, giving you a single location to find the latest versions of files or documents, no matter how many people are working on them. Send instant messages to colleagues and customers and invite them to participate in online meetings where you can review documents or take control of a desktop.
  3. Simple to Learn, Straightforward to Use
    Office 365 is easy to try, simple to learn, and straightforward to use. You don’t need to learn new software, install complicated systems, or learn new jargon. In just a few minutes, you can create a trial account and see how easily your business can be “in the cloud” with benefits usually found only in larger organizations.
  4. Email, Collaboration, and Online Meeting Solutions
    Microsoft has years of experience delivering scalable, secure online solutions. Enhance your Office experience with Office 365 features like a 25-gigabyte (GB) mailbox that accommodates attachments up to 25 megabytes (MB), calendaring, contacts, online meetings, instant messaging, document collaboration, and more. With Office 365, you can take advantage of these easy-to-use solutions and advanced features at a small-business price.
  5. Safety and Security
    Security is priority at Microsoft data centers. With Office 365, you can use the same systems used by Microsoft and other enterprises worldwide to help protect email, documents, and networks. These systems scan your messages and documents for spam and malicious software (also called malware) 24 hours a day, 7 days a week. Microsoft data centers help safeguard your data and are certified to meet several industry-standard certifications, including the ISO 27001 certification and the EU Safe Harbor seal.
  6. Seamless Coordination with the Tools You Already Know
    Office 365 works seamlessly with the programs you already know and use, including Outlook, Word, Excel, and PowerPoint. These tools provide the same great features you rely on as well as powerful capabilities in Office 365. With Microsoft Office 2010 and Microsoft Office Professional Plus, you can see if others are editing the document you’re using, synchronize documents with your desktop, broadcast PowerPoint presentations, and check documents in and out of your online document library. These and other features are automatically enabled when you use Office 2010 and Office Professional Plus with Office 365.
  7. No Requirement for Advanced IT Knowledge
    Office 365 administration is designed for organizations without IT staff, so you can easily set up and use the features, helping you focus on your business rather than on learning menus and technical lingo. Perform administrative tasks using an intuitive, web-based portal that is accessible only to people you designate. The online portal provides step-by-step instructions on how to add users and set up your account so your employees can quickly start using Office 365.
  8. 99.9-Percent Availability, Money-Back Guarantee
    Office 365 helps safeguard your data with enterprise-grade reliability, disaster recovery capabilities, data centers in multiple locations, and a strict privacy policy. The Microsoft data centers that deliver Office 365 are designed with redundant networks, power systems, servers, and continuous monitoring. These and other high availability safeguards provide the basis for the 99.9-percent uptime, money-back guarantee that are included with the service after the release for general availability.
  9. Flexibility for Your Business
    With Office 365, you get pay-as-you-go pricing options that give you predictability and flexibility for your business. Office 365 also offers great flexibility by allowing you to easily provide users with only the services they need, cost-effectively adding value to your business.

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Sign up with us today and pay in our local currency for monthly and annual plans. ( Terms and conditions apply.

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Uncategorized, Video Engagements and Conferencing Solution

Video Banking : The next chapter in Bank’s digital transformation! Ain’t we lagging behind as usual?

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In Q1 2016, Efma, a not-for-profit association of 3,300 retail financial services companies in more than 130 countries, and Vidyo, a leading visual collaboration provider Vidyo conducted a series of Think Tank meetings to understand the role that video banking plays in the digital transformation of banks. Sixty-three banking professionals from 24 countries participated in the meetings.
Additional quantitative data was collected regarding attitudes toward video banking via an online survey that was conducted in Q1 2016.Respondents included 136 bankers from 52 countries. This report consolidates the outcomes of these two activities and integrates primary information gathered from Vidyo’s experience in implementing video banking systems with banks around the globe.

The results of our survey strongly suggest that video bank solutions would be a welcome addition to existing options, with 93 percent of survey participants responding that they felt video banking would have a “Positive” or “Strongly Positive” impact on customer satisfaction.

This indication of consumer enthusiasm and high level of interest in video banking makes perfect sense considering how today’s free video conferencing apps such as Google Hangouts, Skype and Facetime are being embraced by the general public as a trusted and effective means of communication. The time is now for the widespread adoption of video banking…..” culled from a publication from Vidyo and Efma.

Bringing it back home they also stated that  “When customers and bank staff engage in banking transactions or consultations through remote video collaboration sessions, there seems to be an obvious solution as it offers more convenience to customers, since they can make their transactions from the comfort of their homes instead of traveling to the bank.

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A choice not available for non-resident Nigerians and like they rightly pointed based on the trends and adoption , the time is now! Providing live online video interaction to your customers enriches the customer journey and builds trust and brand loyalty. Using the VidyoWorks API’s and contact center reference design, We can video enable your high value client services in as little as a few weeks, without in-house video technology expertise. Ease of use and convenience flatten the adoption curve.
Employees are quickly proficient and there’s no intimidation factor for clients to interact over video. They simply click, join and have highly personal and effective interactions with your organization’s customer care professionals.

Vidyo banking 2

Video banking enables new and valuable engagement opportunities, such as the ability to include people who would not be able to attend in-person meetings, like remote subject matter experts or customer family members.

Verifiable Banking references according to the publication by Vidyo:  put Video Banking as the next best thing in Banking. Please read on:

“One successful early adopter of online video banking is IndusInd Bank, one of the fastest growing next-generation private sector banks in India. Induslnd launched their Video Branch service in June 2014, and made it available to their customers via desktop and mobile devices.
IndusInd Bank customers are now able to connect with their branch manager, relationship manager or with a centralized video branch executive. Patrons of the bank who are not residents of India are also able to experience this personalized video banking service from outside the country.

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“Our Video Branch ‘face-to-face’ online banking customer service, powered by Vidyo, is the next frontier of banking and brings our branch managers and centralized banking services closer to our customers with highly personal interaction. VidyoWorksTM is the only solution that could deliver on the promise of high quality connectivity from any location, on any device over any network and we are pleased to offer this very high-quality, easy to use service to our customers.”…….. Romesh Sobt (Managing Director and CEO,IndusInd Bank).

The offering encompasses all banking services that had previously been only available via IndusInd Bank Phone Banking. Additionally, Bank customers can choose to make other kinds of financial transactions such as opting for fixed deposits or recurring deposits, or transferring funds through NEFT and RTGS.
The Induslnd Bank launch was supported by an extensive nationwide advertising campaign and the new service is now positioned as a key innovation, creating a competitive advantage for the bank. Since the launch, IndusInd had seen a
massive ramp-up of the service and by mid-2015 the system was supporting 1,000 daily video calls and experiencing higher than 65 percent repeat usage.

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Also see the extract on another Video banking reference : “Barclays Bank. To provide a new, secure, video-based service so that their customers could engage in banking activities wherever and whenever, Barclays Retail Bank launched its Video Anywhere service in the U.K. in December 2014. Today, in addition to the availability of bank representatives in a growing number of Barclays branches, the 24/7 service offers customers to speak to a video banker that can be accessed via smartphone, tablet or computer at a time and place convenient to them. At Barclays, video banking has become a powerful tool in deepening relationships with Clients and Customer; allowing multiple video bankers to be in one place enabling quick and easy sharing of best practice whilst also providing workforce flexibility without the constraints of the traditional Retail Network operating times.
The Barclays Video Anywhere service, initially offered only to Barclays Premier customers, will soon be available to the broader Barclays customer base. The phased roll out over the next 6 months targeting specific customer profiles such as frequent retail network users, digitally savvy but nervous adopters and
customers with accessibility requirements”.

Simon Separghan, Director of Global Contact Centres & Omni Channels of Barclays Retail Bank was also quoted in this report that “Customers continue to demand human touch and empathy and there is significant benefit to provide not only a voice, but a face of Barclays. The majority of our customers who experienced video banking now demand that their future servicing activity takes place via a video interaction. And If I take a like-for-like servicing request via traditional telephony vs. video banking, the NPS is almost double. It has incredible value for us as an organization.”

Scimitar Global Services Limited (SGSL) in partnership with Vidyo and Granteq is offering  Video Banking solution to Banks in Nigeria and all players in the financial services industry to leverage this technology to add a face to face interaction in addition to the existing channels to maintain customer loyalty, trust and satisfaction which all assures revenue.  So feel free to contact us immediately for a demo and next steps. Our Business consultants will be very glad to come and and show the benefits of Video engagement in Banking. We strongly believe that adding video will reduce fraud.

Please drop your details below:

Credit to Efma_Vidyo_Banking _Report

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Uncategorized, Video Engagements and Conferencing Solution

Add Video to your contact center engagement and relationship management channels at no cost to your customers!

 

Would you consider adding Video to your contact center engagement and relationship management at no cost to your customer?

Would you want to add a personal touch to relationship management and contact center operations to elevate customer-agent/relationship officer & manager’s interaction at no cost to the customer?

Have you considered that with the trends and advent of budding cashless market, digital and omni-channel service delivery season that some customers may be more comfortable with a face to face alternative without visiting your branch or store or office location?

Vidyo home

If Yes, Scimitar Global Services Limited (SGSL) in partnership with Granteq and Vidyo is offering a reliable and easy to use video engagement solution both enterprises, mid-market businesses as an additional channel to customer engagement. This adds a human face to the calls and chats!  and we believe it will benefit all even our fellow citizens in diaspora who may need to access products and services  like financial , retail , legal etc

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Video engagement from Vidyo provides a personal touch to relationship management and contact center operations to elevate customer/agent/relation manager’s interaction. With communications and understanding improved through the use of video, agents and relationship managers can resolve tickets quicker, increase net promoter score and effectively meet other KPIs. The ability to share desktop applications from both sides of the conversation improves up-sell opportunities, all while delivering an added level of collaboration to high value customer and agent interactions. It transitions a voice, chat, and webpage interaction into a true Omni channel experiences at no cost to the end customer.

This experience is easily accessible from one of the following scenarios: webchat escalation of video, voice escalation to video, and click to video chat from webpage or mobile applications. Unlike other solutions, Vidyo delivers a high quality end user experience, regardless of available bandwidth. Providing content sharing, and the options to begin a video chat directly on a webpage without downloads or plugins, including multiparty video conferencing.

We now believe that a lot of consumers prefer self-service and can even pick up their phones and call their account managers, but when they need assistance, seeing and dealing with a person face-to face is best especially when the person is not within reach. Facial expressions and body language increase understanding to move quickly through a Simple sales process, and video conferencing is the most efficient way to achieve this goal.

Our video based customer engagement solution is designed  to service e clients and manage interactions  directly over video, thereby

  • improving net promoter scores
  • will Improve customer satisfaction,
  • increase revenue, and
  • reduce customer churn with high quality video Benefits

Vidyo helps agents, relationship officers and managers do their jobs better. Service organizations are able to add personal touches to high value requester and as fulfillers are able to escalate to video straight from contact center portal and other different forms with single click. This results in quicker first call resolution times, from visual trouble shooting and improved understanding through video. Plus the ability to multiparty video chat with an expert increases accuracy of calls, and streamlines issue mitigation.

With Vidyo, agents can support “See What I See” experiences for field service technicians or home consumers using network resilient video from smart phones, smart glasses and tablets. The agent will see the Vidyo call displayed in the familiar application and will be able to easily manage the video interaction, while also maintaining cases and incidents on Vidyo-based interactions.

Vidyo banking 2

The results of video-enabled field services are numerous:

  • a visual connection develops deeper customer relationships,
  • drives higher First Call Resolution rates (FCR),
  • reduce Average Handling Time (AHT),
  • increases operational efficiency and
  • provides a tangible competitive edge.

Thanks to a Vidyo’s API integration, it is now possible for Vidyo enabled contact centers, help desks portals and other applications to leverage market leading solutions and value-added services.  Video calls will be seamlessly integrated into the audio recording system, allowing the same monitoring, training and analysis applied to other communication channels to be applied to video engagement.

So if you are interested in adding video to your customer engagement. Kindly drop a note below and schedule  demo with our team in Lagos , Nigeria.

Also get connected with our Social media pages. Kindly Like and share, follow and Re-tweet our posts.  You stand a chance to win a mobile phone. Thank you😘😘😘

Twitter: http://twitter.com/scimitargsl

Facebook: http://www.facebook.com/scimitarglobalserviceslimited

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Call Center Solutions, Contact Center Solutions, Entrepreneurship, Microsoft Modern Business Solutions, Queue management, Small Business, Training , Development and Empowerment, Video Engagements and Conferencing Solution

Who we are and Why we are here!

Hi, my name is Chinedum Amachi , I am the MD/CEO of Scimitar Global Services Limited (SGSL).  I am a business solutions professional with over 12 years experience across Telecoms, ICT, BPO and engineering fields. wd.jpg I have worked with and led teams in accomplishing milestones in demanding environments.

Scimitar Global Services Limited (SGSL) was birth in December 2013 as one of the vessels to our treasure Island and we just set sail. Our voyage started officially in January  2016,  while I was in paid employment and by January 2017, I decided to go fully to grow the business to full potential. A decision i should have taken by January 2016.

Why am I here? Simply put, “To share value adding contets of our modern business solution to you”. So this is one of my “P” mixes; a channel to connect you with value adding contents on our modern business solutions for your business.

So I will be sharing best fit and value adding contents from SGSL about leveraging technology for your business as designed by our OEM partners. OEM actually stands for Original Equipment Manufacturers, the owners of the software application we carry.  I am hoping that you will see some value solutions that matches your pain points  and you will contact SGSL for scoping, implementation and support at it were.

Here are our value adding solutions to your business:

Microsoft Dynamics 365 (Sales force Automation, Complaints Management , Marketing management and Social Listening. )Microsoft 2.jpg

 

Contact Center Solution  (for Inquiries, complains management and Telemarketing)

contact-center-solution.jpg

Video Engagement Solution (conferencing, Online meeting , Diaspora support)

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SmartMessaging Omni-marketing Platform ( SMS, email, Chat, social media)

SGSL SmartMessageMarketingPlatform_CHATBOTS

Queue Management Solution

Queue mgt1.jpg

Automated Transport Management Solutions (No 1 Online Bus Booking automation)

Ticket 1

As your systems Integrator and modern business solutions partner, i promise to provide you with technology driven solutions to improve your sales revenue and customer loyalty to your business and sector.  our model of engagement will give you more time to focus on your core business; facing other pressing needs for your satisfaction while we support you.

Our team of professionals (both local and foreign) are trained to look at the entire business and to design solutions that are specifically suited to your unique business needs within our technology and solutions space.

As the captain, my responsibilities are to launch, grow and support the SGSL brand, build business strategies and relationships with strategic direction, performance and sustainable development to maximize revenue generation for SGSL, our technology partners and you our customers.

Our vision is to be your to go-to partner for Microsoft Business Solutions and Contact Center applications. Contact us today : info@scimitarglobalserviceslimited.com

 

For personnel development and training, please fee free to invite me for your strategic Sales and Marketing development sessions. nasme 1I am available for training services for your  sales,  marketing and customer service teams both at management and shop floor levels.

Values proposition in our training engagement are :

  • lead generation and Client relationship in sales and  marketing,
  • Corporate affairs and Administrative functions across target markets and businesses
  • Strategy development and management
  • Corporate Sales
  • Key account management
  • Customer relations and retention management
  • Problem solving strategy

I am a call away. Just dial 08035510280 or send a mail to info@scimitarglobalserviceslimited.com

Also get connected with our Social media Pages. Kindly Like and share, follow and Re-tweet our posts.  You stand a chance to win a mobile phone. Thank you😘😘😘

Twitter: http://twitter.com/scimitargsl

Facebook: http://www.facebook.com/scimitarglobalserviceslimited

Google: https://plus.google.com/scimitarng

Instagram: https://www.instagram.com/scimitarglobalservices

LinkedIn: https://www.linkedin.com/company-beta/10966281/