Most customer service failures can be attributed to the enterprise’s inability to align service strategy with the brand promise. The risk of taking a decision without a structured approach results in poor investment decisions that lead to deteriorating customer experience. This is the core thought process that strengthens the consulting arm of Servion.
Customer Interaction Management Blueprint (CIM - B) is a methodology to assess the maturity of contact management in an enterprise. It determines a series of measures in the form of business and technology design blueprints to align customer interactions with business needs.
Servion’s approach to building exceptional customer experience is based on 3Ds – Discover, Design, and Deliver. 'Customer Experience. By Design.’ is how we create outstanding and consistent customer interaction management solutions.
Our secret lies in tailoring the experience on the basis of a brand’s promise to its customers. Then comes our technology expertise and our ability to interface customer engagement platforms with back-end systems.
With every interaction a customer has with an organization, they have an expectation of the interaction. We help organizations understand what their customers expect by discovering hidden opportunities they have at their customer touch points during the start of the engagement.
The moment of truth in every customer touch point is at the point of interaction. It is at this point, that businesses live or die. It is at this stage that we help differentiate an organization from the other by designing customer interactions that offer compelling experiences.
In every customer interaction, there exists a gap between what customers expect and what they ultimately get. We bridge this gap by delivering an interaction strategy that provides an experience in line with your brand promise.
We offer a set of mature consulting-led assessment modules to evaluate the enterprise's progress based on customer experience journeys. It encompasses the following:
We provide an assessment framework based on a compendium of global practices that are structured as standard, best and next practices. CIM indexing framework determines the cost, revenue and experience variables to index the customer interaction practices of the enterprise.
The following steps are involved:
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