The Experience Factory
Just like manufacturing a product, creating a memorable customer experience requires knowledge and skills on the part of operations managers who must manage multiple concepts and dimensions: managing people, their needs and conflicts; measuring and monitoring quality; planning to have the necessary resources at the right time; developing clear and detailed procedures ; training…
The experience occurs at all touchpoints between the customer and your company: at the point of sale, during service delivery, during installation,during customer service, during billing and collection, and during the retention and deregistration process.
And it occurs across all channels: served by people or through bots and virtual assistants; in the office and through face-to-face encounters; over the phone, or through chat, email or social networks.
ON Solutions is the consulting firm specialized in designing, building, diagnosing, and improving your experience factory. Let’s talk. We are specialists in operations.
Manufacture a MEMORABLE experience...
The experience is built from the operations areas. For the experience to be memorable, all dimensions and competencies to manufacture that experience must be coordinated in a balanced way.
STRATEGY
The Employee Experience is the result of good management by the organization and throughout the entire Employee Journey: from selection, welcome and training, compensation and recognition, development and dismissal.
PEOPLE MANAGEMENT
The Target Operating Model (TOM) develops the design criteria for the processes, organization, service channels and systems needed to ensure the experience we have envisioned for our customers and that we will deliver in our areas of operations.
CUSTOMER-SUPPLIER RELATIONSHIP
The Relationship Model builds a solid, balanced, and lasting bond between suppliers who assume the role of business partners and clients whose technology and resource needs are met.
QUALITY MANAGEMENT
The Quality Model allows for the detection of deviations from standards and best practices in the construction of the Customer Experience, the analysis of root causes, and the implementation of preventive actions to ensure the continuity of an excellent operation.
INFORMATION MANAGEMENT
Transforming data into a customer story is the goal of information management and control mechanisms and tools. Telling this story allows us to have a dynamic, reliable snapshot that informs decision-making.
PROCESSES AND KNOWLEDGE MANAGEMENT
A Memorable Customer Experience requires efficient processes that do not generate a backlog of requests, with a just- in-time vision and high resolution on first contact.
The development of a system for generating and publishing content and knowledge guarantees the accurate and rigorous transmission of messages to the customer and the collection of their reactions and feelings (Voice of Customer).
RESOURCE MANAGEMENT
Adequate Workforce Management prevents queues from forming thanks to the creation of demand forecasting models, efficient shift management, and real-time monitoring mechanisms.
TECHNOLOGY
The selection and implementation of technology can only be understood in alignment with the business and its processes, in order to promote a unique and memorable experience, from any device, any channel, and any time.
Do you want to know more about our Experience Factory?
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You have at your disposal a combat manual in 100 reflections to design or improve the Customer Experience.
