Multi-Channel Sales and Service Optimization

In the pursuit of service excellence, companies are taking a close look at existing customer service strategies, service channels, and operating costs and are looking for ways to significantly maximize the return on existing service channels.

The strategic drivers for service optimization include:

• Delivering a consistent user experience across all channels
• Leveraging common service and fulfillment capabilities across product/service lines
• Enabling service differentiation by customer tier
• Reducing operating costs through improved self-service portal capabilities and driving the appropriate customer behavior
• Transforming service interactions into an opportunity for cross-sell

Our services include:

• Design a profitable service delivery model for aligning customer service and advisory capabilities for each segment served
• Define service delivery expectations and channel preferences for each segment served
• Ensure a consistent customer service experience across delivery channels
• Enable the right balance of �high-touch� service with technology enabled advice
• Optimize contact center capabilities � assess opportunities for greater operational efficiency, improve service quality, enable greater self service
• Identify opportunities to improve service levels and/or lower costs by directing customers to more appropriate service channels
• Design/deliver integrated web portal capabilities to better serve customers, advisors, and customer contact personnel � capabilities include advisory tools integration, self-service transaction fulfillment and personalization
• Enable Services Based Architectures � which leverage common application services across multiple delivery channels to achieve a consistent user experience