The Customer Interaction Management (CIM) blueprint enables interaction management decisions across all layers - business, financial, functional and operational technology.

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  • Assess

    Assess the landscape of customer interaction management based on an interplay between a plurality of parameters including customer experience, customer accessibility and capacity to deliver.

  • Analyze

    Analyze the gaps between current and ideal states using a construct which leverages cost, revenue and experience metrics. Most often this gap is equivalent to the gap between expectation and experience.

  • Design

    Arrive at a business design with a bill of improvement plan built through the top-down approach to deliver business expectations. Align technology with business for successful implementation of design.

  • Assist

    Assist implementation of business and technology designs by removal of bottlenecks, competency augmentation, audit / calibrations, program management and training.

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