CRM Business Process Transformation - Customer Service
Transforming your customer service can not only provide your customers with consistently exceptional service experiences but also reduce cost, increase efficiency, provide insight into customers and markets as well as grow revenue by generating leads and capitalizing on cross-sell/up-sell opportunities. Today's top CRM platforms such as salesforce.com or RightNow can help you do that. However, doing it right requires a well thought out Support process implemented through one of these systems. It requires a redesign of various processes and workflows within your Service organization, taking into account:
Our unique approach helps us drill deep into every step of your Customer Service Process. The objective is to not only understand the intricacies of the Service process and workflows within your organization, but also to help you build a new Process as well as capture the Requirements for the new CRM system to be customized so that the workflows can be tailored according to your organizations needs.
Please click here to download a Sample deliverable that will help you understand how we perform Customer Service Transformation.
Please contact us at (212) 461-2140 or sales@navatargroup.com
Transforming your customer service can not only provide your customers with consistently exceptional service experiences but also reduce cost, increase efficiency, provide insight into customers and markets as well as grow revenue by generating leads and capitalizing on cross-sell/up-sell opportunities. Today's top CRM platforms such as salesforce.com or RightNow can help you do that. However, doing it right requires a well thought out Support process implemented through one of these systems. It requires a redesign of various processes and workflows within your Service organization, taking into account:
- Customer Segments and associated service levels
- Customer interaction workflows through phone, email, chat or in person
- Web and voice self service details
- Case/Incident Management - escalation workflows
- Self-learning and Knowledge Management
- Contact center infrastructure
- Customer interaction analysis required for insight into customers and markets
- Process for generating leads from service requests and cases
Our unique approach helps us drill deep into every step of your Customer Service Process. The objective is to not only understand the intricacies of the Service process and workflows within your organization, but also to help you build a new Process as well as capture the Requirements for the new CRM system to be customized so that the workflows can be tailored according to your organizations needs.
Please click here to download a Sample deliverable that will help you understand how we perform Customer Service Transformation.
Please contact us at (212) 461-2140 or sales@navatargroup.com
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