Our customer service design and transformation serves companies from first tier response to multi-tier case management. Our service process design and transformation services include:
INTEGRATED SERVICE PROCESS (RE) DESIGNWe work cohesively with your team to document the current customer service solution and recommend an effective and integrated solution to match with your operational processes, hosted applications and on-premise systems. Our end-to- end service process documentation provides accurate role definitions, deliverables from everyone involved in the process, SLAs, process cost and metrics for your entire service process.
Our data analysts conduct a comprehensive review of your customer service data extracted from different systems to gather the data correlations and emerging trends. We develop a 360-degree view of the customer experience and their sentiments with respect to your products and services. Our executive report summarizes the overall customer experience and cost of service to help you guide for the future.
Our process consultant and technical analyst in conjunction with your team review your current processes and system’s capabilities before making the suitable recommendation in the form of a set of metrics to provide a clear outlook of the service demand, quality of service and the cost of service. We make use of a vast pool of structured and unstructured data from your internal platforms and external social platforms such as Twitter, Facebook, and LinkedIn to provide suitable suggestions.
Our Service Dashboard provides a deep insight into the performance of your service team, quality of overall customer experience, resource forecasts (people, data, etc.). Our service process consultants work cohesively with your internal team to better understand your peculiar business needs. Our dashboards use integrated data from your on-premise systems, hosted applications and external social platforms such as Twitter, Facebook, and LinkedIn to sync with your overall corporate strategy.
Our Service Methods and Procedures are intended to understand your service eco- system, including your customer profile, company culture, structure, systems, and processes. Based on the available information, we build a service playbook which outlines your various processes, methods and procedures to manage and solve your customer’s issues within the cost-effective model to enrich the customer experience. Our service playbook best captures the internal best practices, integrate industry best practices and develop procedures based on your system capabilities.
Our Service CRM Strategy and Governance provides comprehensive solutions to match intricate needs of your organization. The service CRM strategy typically includes the tool management, data management and analytics, and integration of service CRM with other tools and business processes. The governance model includes the organizational structure, metrics, deployment and maintenance processes, and leadership roles.
CUSTOMER SERVICE CRM AUTOMATIONOur Customer Service CRM Automation Solution integrates with your legacy application and technologies. It accurately documents your service CRM needs and evaluate the customer service tools to match your intricate needs. Our technical and functional expertise supports the successful implementation of Microsoft Dynamics and Salesforce.com Sales CRM solutions.
