Omnichannel Customer Experience

The types of contact channel used and their ease of access shape the customer experience. We help you to construct this experience using a simple, pragmatic method that makes implementation easier.

“Web & Social” Customer Service

We look at the challenges facing your business and the aims of your digital strategy in order to make recommendations on the social platforms, web assistance technologies and skills profiles that are best suited.

Voice of the Customer Programme

After assessing the maturity of your listening skills, we identify together the aims to be achieved and key performance indicators (KPIs) and we then recommend the most suitable skills and technology.

Customer Relations Excellence Programme

We identify, with you, the aims to be achieved and the KPIs in order to evaluate them, then we help you in raising your customer relations team to a level of excellence. We deliver an implementation plan containing recommendations, a method and a breakdown of the resources required.

Operational Excellence Programme

We help you to identify untapped sources of economic performance and to measure the satisfaction of your customers. We map your existing procedures, provide figures for potential savings and deliver a ready-to-deploy action plan.

Fraud Detection and Prevention

Following an audit of your current system, we assess the risk of fraud for your business (the probability and financial impact) and put forward a prevention plan that includes the appropriate methods and technologies for the challenges you face.

Opportunity and Impact Study

Following an audit of your current customer relations management, we assess whether outsourcing would be appropriate based on positive business or organisation-related feedback.

Test & Learn Pilot

We offer a test phase where we co-invest within a defined customer relations perimeter, over a limited period. Once completed, we evaluate the results together and gain valuable insight from it.

Modelling Business Forecasts

Based on business volume history, we analyse flow “behaviour”. We identify standard, seasonal and anomalous flows and offer you forecast models by the year, month, week, day or half-hour, according to your needs.

Resource Sizing and Planning

Through more reliable forecasting and knowing your response speeds and rates, we help you to plan the allocation of your resources precisely, especially for the periods when demand from your customers is highest.

Modelling Flow-Management Strategy

Whether your customer relations operations are based at one or more centres, we help you to decide on flow distribution tactics to optimise resource usage and regularly achieve your response time targets.