Rentokil Initial Investor Day Presentation Deck
A Revolution in How People Are Getting in Touch
8
Customer Contact Mix
Rentokil
Initial
A significant mix change, with digital
comms channels now accounting for
an average of 40% of contacts*
Chat rated as the
number one tool for
researching suppliers
in b2b space**
RI internal ticketing system
** McKinsey 2020 study - how b2b sales have changed during COVID-19
*** State of the Connected Customer - salesforce.com
DO
Prospects & customers have a choice on how
& when to get in touch, using a combination
of humans & technology
?
4.5x
more likely
4.8x
more likely
2.4x
more likely
Even before lockdown, people
were searching outside of
"standard" office hours
Real-time messaging when I
need service
Self-service tools
leg. account portals, FAO)
Custurner service that corres torne
(.e. mobile service agents with the same Information and
capabilities as those in a call center)
5.0x
more likely
5.2x
more likely
3.2x
more likely
Quick responses required, regardless
of when people are asking**
In Initial (as well as a number of RI businesses) people are continuing to use chat throughout 2021 for getting in
touch, even though they're not in lockdown any more
Customer
Contact
Revolution
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