Strategy
Strategy to maximize Customer Experience
Review (diagnosis) or elaboration (TOM) of customer service in the Contact Center that allows you to create a truly memorable Omnichannel experience.
The strategy allows us to define the design and improvement criteria for customer service centers. To develop the strategy, we use the following tools to help us create and agree on all the dimensions of the Experience Factory.
Do you want to know how healthy your operations are?
Operations Diagnostics
Through 360º Operations Diagnostics, we systematically analyze all dimensions of a client’s operation, including the assessment of artificial intelligence (AI) capabilities. We perform a GAP analysis against our Reference Models, identifying strengths and opportunities for improvement. Subsequently, we propose initiatives to be undertaken through Master Action Plans.
Our Reference Models serve as an essential guide for the Operations Diagnosis, being an essential tool for employees responsible for customer relationship and management areas.
Do you need to define your care model?
Target Operating Model (TOM)
TOM is the ultimate tool to help you define your customer service model in the areas of operations or customer service, highlighting how artificial intelligence can facilitate the experience you provide to your customers.
Through collaborative sessions and the application of Design Thinking techniques, we accompany you in the reflection and design of your Operation Model, effectively coordinating the operational, technological, and artificial intelligence aspects.
Do you want to create WOW experiences for your customers?
Customer Journey & Customer Strategy
The customer’s needs and the manner of interacting with them vary throughout their “journey.” From these different needs and interactions, situations arise in which the customer needs information, support, or the completion of a business transaction.
It is from the analysis of the “Customer Journey” that the different scenarios or “customer stories” emerge. The description of these allows the drawing of the business processes.
We accompany you in the design or review of the “journeys” or in the development of the most appropriate service strategy to provide WOW experiences to your customers.
Do you want to turn your center into a sales channel?
Commercial Efficiency Model
At ON Solutions we are convinced that the Experience Factory can aspire to become a real revenue center through Commercial Efficiency Models, where each interaction with the customer becomes an opportunity to increase their duration as a customer, improve the retention rate, or to navigate the customer to other services of the company.
The support of Artificial Intelligence to the agent on the call, or as a first filter of the customer, is key in this sense.
