Inbenta Case Study. September 16, 2014

Transcription

1 Inbenta Case Study September 16, 2014

2 Introduction Strong Customer Solutions How did Schlage Improve Keep it Updated! Results Q & A 2

3 The Corporation - Allegion at a glance 8,

4 A legacy of innovation and leadership 1920 Schlage wins the first patents granted for the cylindrical lock and the pushbutton lock 1942 Steelcraft Doors, established in 1927, develops the first massproduced hollow metal door 1974 Ingersoll Rand acquires Schlage, including Von Duprin, and LCN brands 1996 Acquires Steelcraft 2000 Acquires Interflex 2001 Acquires Kryptonite 2008 Acquires XceedID 2010 Acquires Fusion Hardware Von Duprin, is awarded the first exit device patent 1926 LCN creates the door closer 1926 CISA devises the first electrically controlled lock 1997 Acquires Newman Tonks, including Briton, Legge, and Normbau brands NORMBAU 2005 Acquires ITO, Astrum, Bricard, CISA and Bocom 4

5 Introduction Why Schlage? 5

6 Our mission Mission Pillars OUR MISSION To create the strongest and most technologically- advanced products to help consumers secure and monitor their homes OUR ORGANIZATION OUR PRODUCTS CHANNEL PARTNERS CONSUMERS 6

7 Brands Product categories Hang the Door Hinges Secure the Door Locks Handlesets Deadbolts Home Automation Protect the Door Kick Plates Lock Guards Edge Guards Style the Door House Numbers Door Knockers Mail Slots 7

8 STRONG consumer ratings June 2014 Ranked #1 in Electronic Connected Locks Schlage Touchscreen Deadbolt with Alarm (BE469) Ranked #1 in Electronic Locks Schlage Keypad Deadbolt (BE365) * June 2014 Consumer Reports Best electronic door locks, 8

9 STRONG brand awareness Ranked #1 in top- of- mind brand awareness 26.4% What is the name of the first security brand that comes to mind? 18.3% 5.4% 2.4% 2.2% 2.2% 1.1% 0.7% 0.5% % First Mentions 9 * Top-of-Mind Brand Awareness Study March 2013

10 STRONG brand preference Ranked #1 preferred lock brand by Homeowners*** Ranked #1 most preferred lock brand by Builders** Ranked #1 by consumers for: Makes best all-around products available* ü ü ü ü Quality* Durability* Security* Trust* *** NOORO, Company Sponsored 2012 ** Builder Magazine * Homeowner Survey, Company Sponsored

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12 Introduction Strong Customer Solutions How did Schlage Improve Keep it Updated! Results Q & A 12

13 Challenges Significant Staff Increase Quickly Changing Information Improve Customer Experience with Consistency across all Customer Touch points What about the Future? 13

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15 Solutions Fully integrated Inbenta search at Schlage.com Integrated Inbenta Natural Language Search Replaced Contact Us Page & Added Inbenta Widget Implemented Knowledge Tool with Zendesk Integrated Inbenta at us.allegion.com Transferred existing Commercial knowledge center to Inbenta COMING SOON! Fully integrated Inbenta search at kryptonite.com 15 At Schlage, we know customer support is important, that's why we give customers options that fit their lifestyle.

16 Introduction Strong Customer Solutions How did Schlage Improve Keep it Updated! Results Q & A 16

17 Implementing Virtual Assistants Apply search analytics to call center IVR Leverage knowledge database collaboration space with partners and vendors Applying natural language search technology for end users and agents Natural Language Technology Dynamic FAQs Instant Answers 17

18 Innovative Knowledge Management 18

19 Introduction Strong Customer Solutions How did Schlage Improve Keep it Updated! Results Q & A 19

20 Help is on the way! What questions are customers asking that cannot be found? What questions are customers asking but result in the wrong answer? Inbenta backstage 20

21 Constantly Improving Did this answer your question? Inbenta backstage 21

22 I can t find it! Unaware that there were many questions (which then translated into tickets/ s about bike locks. Before Inbenta, our agents would continue to answer this frequently over and over. Inbenta Virtual Assistance/ NLP Search technology quickly called this to our attention and an answer was created. 22

23 Introduction Strong Customer Solutions How did Schlage Improve Keep it Updated! Results Q & A 23

24 Schlage Answers Unlock Your Solution Using natural language technology; our customers get the precise answer when they need it! 60% 50% 55% 40% 40% 40% 40% 30% 20% 22% 10% 0% Clicked % Without a Click % Unanswered % Integrated schlage.com 5% Improved results by 88% Oct-12 Nov-12 Dec-12 Jan-13 Feb-13 Mar-13 Apr-13 May-13 Jun-13 Jul-13 Aug-13 Sep-13 Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep Why do it? Improved Customer Satisfaction and Employee Engagement

25 Real-Time Information 25

26 Introduction Strong Customer Solutions How did Schlage Improve Keep it Updated! Results Q & A 26

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