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Gartner: Customer service perspective on social media

Despite the hype, the integration of social media client services companies still marginal. And also by the fact that Gartner which considers however that the situation will rapidly evolve in the next two years.

According to industry analyst firm, only 5% of organizations have now taken advantage of social networks and other collaborative tools to improve their customer service process. While the dedicated offers (infrastructure and software) are starting to grow and that awareness of the potential these new channels arrive at the highest levels of companies, are still most often the marketing departments that deal with social media, with a strategy of brand visibility.

Even so, users are taking advantage of every opportunity offered to them to make contact with their "suppliers": it is not uncommon to see requests for service or support to put "community managers "who manage accounts on Twitter or Facebook (or other) marketing, which often respond more quickly than conventional contact centers. This situation, except for now, risk push itself to the introduction of social media in the toolbox of customer service teams.

Although Gartner believes that 30% of companies have taken the plunge in the next 2 years, this adoption process is not easy . First, existing solutions are still young and have not been proven, are "automatically" set aside by the majority of organizations that are not at the forefront of innovation. In addition to these, current efforts often focus on process optimization and cost reduction, both of which do not facilitate the establishment of new solutions. Other major obstacle, the rapid transformation of the technological landscape (think SecondLife there are 2 or 3 years ...) casting doubts on the choice.

The first steps made by a few companies (also in France) are just sketches of what may become the "customer service 2.0. After the opening of new channels of support, typically operated by specific teams and independently of other channels, the next step is to fully integrate social media tools and customer service processes in order to improve the efficiency. Then comes the ultimate target when the first level of support will be provided by the community of users ("P2P"). Gartner predicts that 40% of the 1,000 largest companies reach this goal within 5 years. Optimistic?

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A week already

And yes, the passage of the canal is already history! We must now learn to know the city of Panama City. Not very easy indeed to spot it and move on foot, many bridges connecting, so we have to take taxis ... that we unfortunately take for "Americanos! We will have a large refueling to be done, we must think of the nav a week to go to the Galapagos and that about 3 weeks (hopefully) between Galapagos and the Marquesas, hope that we will not sink Keops !

contrast between the old city and modernism

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Fidora Bank, a "true" community bank

It has existed since late 2009, but if you do not know, it is always worth a visit: Fidora Bank, based in Munich, has completely overturned the traditional model of a bank, making the funds a true community experience. The concept of " 2.0 bank" takes on another dimension, away from ad hoc initiatives of institutions often usurp the traditional way ...

Matthias Kröner, CEO, is also not kind to the competition, he accuses [ YouTube link] easily be focused on selling products that they are useful or not customers. It is true that in Fidora, it is rather the customers who make the law, through the community that forms the heart of its strategy. Materialized by a space to look like social network, it allows everyone (customers or not) to share "tips" (including the competing banks) to ask questions and meet others to suggest new products or services ...

Any "active" to the community translates into premium (in euro hard cash) and participates in enhancing the customer profile, thereby establishing its credibility and reputation.

And for the bank, it is also a source of innovation since it is the users who offer new products and services and it is they who give their opinion on the suggestions, thus emerge The most popular applications, which deserve to be implemented.

The community does not, however, boils down to a espace de discussion. Les participants ont, par exemple, la liberté de négocier des prêts et emprunts entre eux (en "P2P") sans l'intervention de la banque (sinon pour les transferts de fonds entre leurs comptes). Fidor propose ses propres solutions de crédit (elle possède une "vraie" licence bancaire) mais laisse le choix aux clients de la meilleure solution pour chaque besoin. Dans tous les cas, la "solvabilité" de l'emprunteur sera évaluée non seulement sur son profil financier mais également sur son activité sociale.

Autre particularité de Fidor Bank, qui ne propose pas de carte de paiement : à chaque compte courant est associé un moyen Payment baptized FidorPay , which reproduces the model of PayPal payments by allowing P2P (peer to peer) or from a network of thousands of traders with a unique identifier for an email address, a mobile number or Twitter account.

After a year of existence, Fidora had 7000 customers and 70 million euros in deposits. The community brings with her 25 000 participants who have already asked over 3000 questions, each of which has averaged more than 5 answers, and who evaluated 1800 banking products and services. a success that can seem modest, but undermines the persistent belief (in Germany as in France) that money is not a subject of public discussion ...

Thank @ emmanuelps for drawing my attention to Fidora Bank! It would certainly be much to write but, unfortunately, my mastery of the language of Goethe is not quite at the level ...

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Hlookup () and Vlookup ()

At about the same period as the second form of research () , Excel users have got two new features, "cousins" search (): Hlookup () and Vlookup () .

The primary objective of these two functions was to solve the problem of users who do not understand that this is the last column or row of the matrix that provided the result.

The second objective was to no longer depend on finding the shape of the matrix: Vlookup always performs a search and vertical search Hlookup always horizontal.

The syntax of these functions are = VLOOKUP (value, matrix, no collar) and Hlookup = (value, matrix; No. lig) . The third argument says no (in the matrix) of the column or row that will provide the result.

The algorithm used by these functions is the same as the search function (), presented on February 21.

we see above is an example with a list of names, names and salaries. The objective is, after entering a name in E14 to get the family name and salary in E15 E16. We see in comment forms that were used for this purpose.

Note 1 - We note that the list of names complies alphabetical order: it is essential that the functions search () or rechechev () work well in this example.

Note 2 - The two functions refer to the same matrix D3: F11: This is not a problem because the third article, by specifying the column in question, correct shooting ...

Note 3 - It turns out that Two "Gilles" in this example. According to the algorithm described in the article of February 17, is always the last "Gilles" comes out with the formulas given above.

Note 4 - If for salary, for example, we used the formula = VLOOKUP (E15, E3: F11, 2), it would not work because the column E is in row alphabetically.

We discuss in the next section the possible fourth argument of these two functions, which arrived a few years later still ...

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Manilla, single portal for all accounts, bills, loyalty programs ...

Presented at the DEMO conference Spring 2011, the platform Manilla , unveiled (in private beta) by the media group Hearst Corporation, offers a new perspective on PFM (Personal Finance Management or "personal finance"), in a market always is bubbling with creativity.

Rather than develop, like other actors, functions becoming more sophisticated, which may only appeal to the technophiles, its designers chose to make a Manilla portal "universal" management of all " accounts " the average American household, without frills.

In its current version, the dashboard that serves as home page includes four areas: Accounts banks, invoices, loyalty programs (in the travel industry) and subscriptions (press group requires Hearst). If partners are currently present are still few (but already includes the most important, for example Citi and Comcast), the objective is to bring together all service providers in this space.

The benefit for users is the simplicity . Once their individual "accounts" integrated, they have a single space (and behind a single password) access to all their banking services, consultation and to pay their bills, the receipt of tenders and other letters from their suppliers ... Manilla is especially available to registered unlimited space and permanent storage of all documents they receive. The

dematerialization is also central to the strategy of the platform, constituting its main selling point for providers. Indeed, access is free for consumers and what are the partners that fund platform. Besides the savings they can generate in relation to items of print, they also have the freedom to disseminate offers or advertisements in public areas reserved for them on the portal.

While in France, the PFM is still in its infancy and no serious platform for comprehensive management of invoices has emerged Manilla would tend to dream ...

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MDM strategy at BNP Paribas

With what seems to be the strangest press releases I have ever read in a long time, BNP Paribas outlines its strategy in the field of MDM ( Master Data Management or reference data management).

strange because the MDM is not a normal part of the priority topics of corporate communications of a bank. This does not, however, withdraw its interest, at least for me (and hopefully some readers).

Like all companies that seized on the topic, the MDM is considered by the bank as a transverse approach that allows reliable, secure and more effective collection, validation, administration and distribution of baseline in (computer) systems that operate them.

To address these issues, BNP Paribas has set up a Shared Service Center (PSC) whose role is to provide support to all the group entities that wish to establish a new repository (or, can we assume, use, and possibly expand an existing repository). As befits any viable approach to MDM ( cf. a previous article on this topic ), the CSP is not only a vision "technical" and he also has the burden of hosting a community representatives of project management and project owners concerned.

tooling side, BNP Paribas has selected the solution " MDM Server PIM for "IBM, but also and above all, the platform more generic" EBX.Platform "of young French company Orchestra Networks. This choice comes from a partnership" active " between teams of the bank and those of the publisher, allowing both parties to advance the solution together. It is now used for 7 benchmarks in areas as diverse as risk, human resources, real estate, suppliers ...

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PEMCO, insurance 2.0

companies have realized the importance of social media in their relationships with their customers, present or future. An article of "Insurance & Technology" gives us the example of PEMCO Insurance, a small insurance companies in the northwestern United States who has embarked on an initiative "intelligent" to remain faithful to its strategy based on customer relations.

Before acting, the insurer began with " listen" to what was said about its brand. Unlike other sectors, including banking, customers of insurance products have only very rarely contact with their company, only for contract changes or claims. More "serious" yet, they do not want to talk about insurance, would never have to take out a policy and prefer never to "use" those they have ... The context is rather difficult to start a conversation ...

PEMCO started his project with the opening of a micro-site, PEMCO Wally ("We're a Lot Like You, a Little Different"), which are presented on the "profile types" ( somewhat caricatured) by area residents. The idea was to attract the public on a subject likely to interest them: their neighbors and local stereotypes. Visitors can also submit their own models and are invited to share these profiles on Facebook or Twitter. According to the director of marketing, it was enough to initiate discussions around the brand on social networks.

Various tools have been implemented to analyze interactions thus generated, including those of Radian6 to measure the "feeling" on social networks or Omniture to determine the cause of visits to the site of insurer. These tests will allow progressively refine its strategy and improve its image. After all, data processing and statistics are just the core business of insurance ...

In the opening exchanges with others, PEMCO does not limit itself to social networks. Another of his initiatives was the establishment of a rating system and rating (with the Bazaarvoice solution ) on his site, open to all customers or not. The initial fear of seeing an excess of negative views were quickly swept away. Not only the majority of comments it is positive but the content is generated and also invaluable in identifying the difficulties faced by consumers and can best meet them.

Companies Insurance may legitimately question the relevance of a presence in social media. But the example shows that PEMCO some original approaches may make sense and provide significant value in the customer relationship. And, anyway, openness and transparency are good value for all companies in the "web 2.0" ...

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comScore: 2010 Side Rails

The research specialist comScore Marketing publish a full report on the state of the market mobile United States, Japan and five European countries (including France). This document will be essential reading for all businesses that carry a mobile strategy, providing all information necessary to know the preferences of equipment and consumer use. Here are some salient data.

first observation, the use of "media" Mobile is still growing: In December 2010, nearly half the European subscribers adopted 3G services, almost one third have a smartphone ( model equipped with a system RIM, Apple, Microsoft, Google, Palm or Symbian ) and 61% of them have a phone with a web browser "Complete". In France, comScore estimated that more than 12 million the number of owners of smartphones .

Overall, the trends among mobile operating systems are no surprise: in Europe, Symbian (Nokia) continues to dominate but saw its market share fall dramatically to less than 50%, IOS (Apple ) and Android (Google) are in progress at 20% and 12%, respectively. Microsoft, despite the launch of its new "Windows Phone" still losing ground, while RIM (BlackBerry) remains stable.

The consumption of "media" mobile for 41% European users with a near balance between access to web and application use. More generally, the main uses are for sending SMS (to over 80% of consumers) access to social networks (still more than 18%, with a high prevalence of Facebook), to access information (32%), web browsing and application use (28%), games (24%) or mail (only 22%). At the bottom of rankings, are still 8% of mobile users who access services online banking and all who seek financial information.

The first conclusion from these data is that the frenzy around the iPhone apps should be tempered. Even if the success of its iPhone and AppStore is confirmed, it should not neglect or other systems or consumers of mobile web, which remain a majority.

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The second search syntax ()

search function () original pose problems for many users of Excel. Some had trouble understanding it was in the rightmost column, or the lowest line of the matrix that we took the result. Others complained that - with its algorithm - we had to find the right result (vertical array) or bottom (horizontal array): they wanted to find a result to the left or above ...

So a dozen years later, Microsoft added a second syntax for this function: = search (value, vector research; result vector) .

In the example below, compared to that presented four days ago, we switched the blocks A2: A10 and B2: B10, with rates before the weights.

The formula in cell B13 shows the direct application of the new syntax to the two vectors of the vertical array. The new algorithm is as follows: we identify in the search vector position of the last value less than or equal to the value sought (see route in blue), then there is the position of this value, then the vector result, we identify (See red line) the value of having this position.

Nothing prevents then, if one has the spirit a bit twisted - would it be me? - To as B13, which we conduct research in the vertical vector B3: B10 and find the result in the horizontal vector A17: H17!

This works perfectly well, but it's not really recommended for readability of your models:)

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Viva el Pacifico!

The adventure of crossing the Panama Canal is as it was the idea: impressive and special, because this channel is obviously made for the huge cargo ships and not for sailboats! In fact, 44 cargo ships (22 in one direction, 22 in another) pass each day. The canal employs 9,000 people, working 24 to 24. We have gone with our friends Mojito and a catamaran Estonian (crew not nice at all for that matter). To access the Gatun Lake, one must spend 3 locks us up by 9 meters each time. Right out of the third lock, we moored on a mooring for the night: us it was 1:30 in the morning ... another pilot returned at 06:30 at night so short! At 07:00 in the morning, we resumed the navigation on the lake for a period of about 5:00 to be at noon in front of the locks, they will allow us to get down ... the Pacific Ocean! We are currently moored next to Isla Flamenco, which is connected to the mainland and we can see the skyscrapers of Panama City.

Arrival of the first pilot - Finally ... entering the lock

The doors close on the Atlantic! - Exit on Lake Gatun

Navigation on Lake Gatun

Miguel Lock ... I smell the Pacific!

Bridge of the Americas, which connects North America with the South - Important excavation, because in 2014 the expansion of the canal and locks must be finished

Miraflores Lock: the output of the ocean the world's largest

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3 days in payments

The news is always so frenetic in the field of payments, especially mobile. Over the last 3 days, and 7 are ads that have caught my attention. Bids are increasing, competition becomes fierce between players, new opportunities open up ... Overview.

The World Bank launches a new program (" Fellowship"), inviting leading experts to share their experience, knowledge and vision with the organization and the participating governments.

The first guest of this initiative is none other than Michael Joseph, former CEO of telecommunications provider Safaricom , credited the tremendous success of M-Pesa , the mobile payment solution that already attracted 15 million Kenyans (about 21 million mobile phone users). Its mission is to World Bank will guide strategies in Africa and beyond, for the development of banking and mobile payments.

M-Pesa is also a key player in an ad of OpenWay, the payment solution WAY4 just been adopted by one of the largest financial institutions in Kenya , Equity Bank.

The bank will thus have an offer allowing it to integrate card payments but also (and especially) the interactions with the M-Pesa accounts. The information is especially significant that Equity Bank is the banking partner with whom operator Orange has launched (late 2010) its own mobile payment solution Orange Money (which one may suspect that it does not meet the expected success ...).

Let then quickly on the "startup mobile payment" of the week: Paydiant raised funds to accelerate development of its solution, which we know nothing yet, if is that it should be available later this year.

eBillme system and its online payment "invoice" gain visibility with the announcement its integration into the platform for merchant sites Discover Network, which makes it immediately accessible to all e-tailers that have adopted it.

For the record, when the consumer chooses the eBillme payment method to pay for purchases on the Internet, an electronic invoice is sent by courier. It can then settle the transaction on its online banking site (via bill payment services are widespread in the U.S.) or in cash, in one of 75 000 points of sale "natural" partners of the startup .

In France, Orange entering a new phase in its investment strategy by providing payments for the first time in Europe, the regulation on the telephone bill applications downloaded on the "Windows Phone MarketPlace.

Like all telecommunications operators, the French will benefit from the commercial bonanza that represent new uses of mobile phones. In the applications area, we had seen so far attempts to create "AppStore" dedicated ( doomed to failure, in my opinion ). Orange tent is a much simpler approach to implement, it will take a revenue share of the download almost effortlessly ...

the midst of this turmoil, Paypal continues to expand its offerings, particularly on mobile.

Without this constitutes a very important step forward, the announces the integration of the function "call for entries" from FundRazer (itself connected to Facebook) in its application for the iPhone demonstrates the the specialist will address all market segments and remain on the front of the stage payments.

Terminons, provisoirement, avec Visa et le lancement , en Russie et en Ukraine (dans un premier temps), d'une fonction de paiement P2P (de pair à pair) exploitant son réseau d'échanges VisaNet.

Ce système permet à tous les porteurs de carte de transférer des fonds, en fournissant simplement le numéro de carte du bénéficiaire.

Outre la facilité d'utilisation, Visa met en avant la quasi-instantanéité de ce mode d'échange d'argent, par rapport aux virements interbancaires classiques. Avec ce nouveau système, le spécialiste des cartes tente visiblement de concurrencer PayPal on its site.

Walking this news of payments, a question arises: where are the banks ? Indeed, only one is present among these 7 listing. If she does not want to fall behind in the current wave of innovation, it is time they react ...

Announcement: I am 17 and March 18 next, the show e-Commerce One-to-One in Monaco, with Mobino for a presentation on online payments and mobile, which will aim to summarize the major industry trends and give some clues to identify leaders of tomorrow.

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news agency that never closes, through videoconferencing

So I just discovered the ATMs of Citibank Japan, it's Russia that we arrived [1] a new original application of videoconferencing in the banking sector. The "Банк Москвы " (Bank of Moscow) recently opened a "digital agency" in which customers can perform all the operations, 24 hours on 24 and 7 / 7 by contacting the center Appeal multimedia ATMs that are available to them provision.

Consultation accounts, payments, transfers, and even subscription products and services, and are now permanently available in Moscow, that advisers are present or not.

The bank says the project took only four months , to prepare for the inauguration, and it already provides the generalization of videoconferencing in all its branches in the capital and in areas where implementation is possible (the restriction is probably related to the availability of an adequate network connectivity).

At a time when video conferencing is available on all PCs (which benefits Monabanq example) and even, increasingly, on mobile phones, appeared on ATMs can raise the skepticism . Nevertheless, this initiative is not totally meaningless, because it provides a new point of contact between the bank and its customers (especially one that is not a fan of online services) and could also inspire institutions located in emerging countries where rates remain low personal technology equipment.

[1] Link to the press in Russia. See also the Avaya, provider of the bank.

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WeBank embarks a perilous exercise of open innovation

" 6 weeks, 6 experts, one application " is the subtitle of " WePad Project" launched by the online bank in Italy WeBank past few weeks. The principle of operation is to collect six figures to ask them to imagine an application (banking) revolution for the iPad in 6 weeks. With the help of a seventh expert, represented by the "crowd" of Internet users.

To a large extent, the approach WebBank respects the "golden rules" of the kind : a clearly established (to avoid dispersion of efforts), a limited duration (to maintain the commitment of participants ), awards (as iPad offered to contributors the most "deserving"), the involvement of persons outside the core business of the bank (openness) and public participation (for wealth of viewpoints).

Yet surprise some choices, justifying the label "dangerous" that I adopt The title of this article. For example, the presence of a small team dedicated to "brainstorm " combined with an open approach to the public seems to say the least ambiguous, that might create an imbalance in the contributions, which might frustrate users.

Meanwhile, the selection of "experts" all more or less specialists in Internet risk as a "sclerotic" creativity, while radically different response profiles (eg imagine the participation of a socioloque or an astronaut!) would be more likely to produce revolutionary ideas expected.

Among the regrets, also include public opening limited to the publication of ideas, suggestions or comments (which lead to some discussion), without giving him the opportunity to invest more in the process of innovation (eg by offering them the opportunity to "vote" for the best deals). In addition, the criteria for selecting ideas of Internet users are not very explicit and may seem arbitrary (depending on the preferences of the "experts").

Finally, the bet becomes extremely WeBank bold when you consider that once the completed phase of creativity, it will achieve the result, within a reasonable time and with an application that is truly revolutionary!

Despite the doubts I express, I'm looking forward discover more: what solution will emerge from the "pot"? When will there be on the AppStore? Does she respond to the expectations of bank customers? Will it really different from existing solutions? The good news is that we can have concrete and objective answers to these questions ... Stay tuned for the Final!

Thanks to Christophe Langlois ( Visible Banking ) for introducing me to this initiative (to follow)!

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Well now, after three days running in all directions tonight we have an appointment at 19:00 with the pilot ... and after it moves to the first lock. We will be in couples with Mojito to pass the 3 locks. You must climb to reach the Gatun Lake, where we anchor for the night. Tomorrow morning at 06:00, the pilot went on board to accompany us on the lake within a marked channel for 25 nautical miles to reach the 3 locks on the Pacific side to back down. Normally, tomorrow evening we anchored in Isla Flamingo!

You can see us crossing Thursday, 24/02, the last lock, "Miraflores". Indeed, there are surveillance cameras and we spend between 11 and 14:00, local time, between 17 and 20h French time. We will try to prevent the blog from our theoretical time of passage, the pilot from Thursday morning will tell us what time our passage is expected.

The website is pancanal.com. Hasta luego amigos

, the "other side"!

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Citibank Japan brings videoconferencing over ATM

For Citi, the Japan is a land of innovation: after the opening of two high-tech agency in central Tokyo and Osaka, the bank is continuing to roll of ATM ("ATMs") original, most recently just opened at the luxury hotel "The Peninsula Tokyo.

These new aircraft, dubbed "Citi Station 360" combine the traditional functions of ATM with the consultation of the range of products and services of the bank, while taking a touch interface and a large wall screen (for information). But their real specialty is to offer customers a videoconference support, 24 hours over 24 in English and Japanese.

Without details, it is assumed that this function is (unfortunately) limited to requests for assistance in using the ATM. However, one could easily imagine to use videoconferencing to contact a counselor bank and thus be able to handle more complex operations than those proposed by the camera or even purchase one of the products presented on the screen, as seen currently appear in several banks, a different scale ...

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Open an account in 15 minutes? Welcome to Metro Bank!

When " Metro Bank" opened in London last July, boasting of being the first UK retail bank opened in 100 years, it has also created a sensation with some Disruptive ideas: agency open 7 days on 7 and 8 to 20 hours (weekdays), online banking and call center available permanently, water bowls and biscuits for dogs clients (!)... and account opening 15 minutes, with immediate delivery of checkbooks and credit cards! An article

of Bank Systems & Technology, based on an interview CEO of the bank, Craig Donaldson, tells us more about the underbelly of this feat, made possible by modern technology . It is indeed the adoption of STP ("Straight-Through Processing ", a concept difficult to translate: real-time processing?) In all computer systems allowing reactivity unknown in other institutions.

When a new customer opens account as and as the advisor enters the information on the various applications perform the necessary checks in the background: rules against money laundering, KYC (know your customer) , credit checks from special schools ... Once the entry is completed, the application is ready to be validated and there remains only print the checkbook and the customer's card in two minutes. The heart

systems is based Metro Bank on the bid package Temenos and hosted by a specialized service provider. The engine decision FICO Blaze manages the rules of real-time decision. Scanning tools can take a picture of the customer and record (electronically) all supporting documentation provided. And all the bank's computer, almost completely outsourced, is managed by ... 4 people, who care to "assemble" the process and oversee the technology providers.

In a world where consumers expect instant results, the technology of Metro Bank gives it an incomparable competitive advantage, while providing tremendous efficiency. The adoption of modern tools is certainly easier for a new facility for those who have built applications and software aging, difficult to replace. but it would still be time for our "old" banks also spend the 21st century !