The company (a rapidly expanding telecommunications company) needed to REdesign its Customer Care PILLARS to ensure that it was able to support its planned growth.
ON Solutions proposes applying its methodology based on its Diagnostic and Operations and Master Plan. This approach reviews the client's situation, and the gap found with the Reference Model® and the desired TOM (Target Operating Model), resulting in a Master Plan that analyzes the various initiatives (organizational, strategic, and technological) required, prioritizing them based on their expected impact, difficulty, and cost.
The implementation of the VARIOUS initiatives made it possible to have a trained and motivated team, a workforce management methodology, a CRM integrated with the ACD and mail, a stable communications infrastructure and dashboards to analyze the activity, thus enabling the Customer Service department to support the company's rapid growth.
ON Solutions provides you with the support to overcome operational challenges. Contact us and find out how we can help you achieve your goals and improve your customer experience.
