People:
Diagnostic review of CRM related organisational units
We review the organisational structure, the division of tasks and responsibilities within marketing, sales, customer care and the related back office functions (e.g. Call Centres, walk-in offices, sales support).
Optimising CRM related organisational units
Based on our diagnostic review, we develop recommendations for optimising organisational structures and the division of tasks and responsibilities. We also support the implementation of our recommendations, if needed. Implementation support might cover the development of job profiles and the related competency model (that sets competency requirements for each position).
Performance management and training system improvement
Our team assists to develop a reliable and objective performance management system and the related training system for employees involved in serving customers. The performance management and training systems will be harmonised with job profiles and the required competencies. They will help to establish clear expectations from employees at different hierarchical levels and to effectively motivate and enable them to reach targets that are in line with the company’s overall objectives.
Project and change management
We support CRM system implementation by providing project office and quality assurance in order to help clients in delivering the project on time, within budget, and with desired results. Furthermore we assist in managing organisational change related to CRM system implemenation with coordinating internal communication, facilitating workshops and support the delivery of trainings.
Processes:
Diagnostic review of customer facing processes
By applying an end-to-end approach, we review customer facing processes (e.g. campaign management, contract management, complaint and enquiry handling) across all related functions/organisational units. The service might include conducting a benchmark study, comparison to best practice examples and/or “mystery shopping” (structured testing of sales and customer service functions from the customer’s point of view).
Optimising customer facing processes
Based on our diagnostic review, our team develops recommendations for optimising customer facing processes in order to eliminate inefficiencies, improve cross-functional cooperation, increase customer orientation and achieve differentiated customer service in practice. We also support the implementation of our recommendations, if needed. Implementation support might include preparing detailed process descriptions, supporting or delivering training and updating internal company directives.
To-be process design for new CRM system
We support CRM system implementation by assisting to design to-be customer facing processes based on best practice examples, industry experience and the business and IT functionality requirements of the future CRM system.
Technology and infrastructure:
CRM IT infrastructure review
We carry out a diagnostic review of the current IT infrastructure supporting customer facing business processes. This includes a security review of CRM systems with special attention to segregation of duties.
CRM system selection
We assist to collect IT and business functionality requirements of a future CRM system or develop recommendations to improve functionality of existing CRM systems. If needed, we perform a market research for available CRM software packages that fit the specified functional requirements. In case the company decides to implement a new CRM system we also support the tendering procedure, assist the preparation of tender documentation and the evaluation of tender applications.
Data migration
In relations to a CRM system implementation, our team prepares a customer data migration plan and provides related quality assurance covering data cleansing.
Review of electronic contact channels
We review the Call Centre’s Interactive Voice Response (IVR) system and/or the client’s Internet site and Internet based self-service facilities. If needed, we benchmark the client’s performance against other relevant companies and compare it to best practice examples. Based on the review, we also develop improvement recommendations. The service might cover IT security review of client’s e-channels including penetration testing.
