Using Service Analytics to Elevate Customer Experience

Business transformation of any type should ideally begin with analyzing customer service and experience, and then going back to look at the supporting technologies and processes. Today, changing business landscape and demands for personalized products and services are presenting huge opportunities for consumer-facing organization.

Customers are hitherto considered as the ambassador of brand value and businesses growth and therefore it become imperative that organizations commit and invest resources to align IT, processes, and their analytics capabilities to improve their customer experience.

Building Blocks

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Business Imperatives
  • Customer service optimization (cost and effort) across channels
  • Insight-driven decision making using data analytics
  • Reduce customer acquisition and retention costs
  • Realize greater customer lifetime value
Transformational Effects
  • Improved alignment for customer service programs to business objectives
  • Refreshed customer experience journey
  • A more granular and data-driven approach to decision making
  • Ability to predict the future behaviour of customers, and select the best response to maximise value
ORCHESTRATING THE TRANSFORMATION WITH TRIANZ

Trianz works with C-Suite and senior leadership on their key customer service strategy and implementation programs. Our cross-functional technology domain experts help clients realize the real effects of developing an analytics capability into their business and operating model. Our approach towards service analytics is driven to enable our clients:

Articulate the value and the missions of their customer support and service programs, backed by key insight gleaned from in-depth research and survey by our research professionals.

Establish a clear understanding of expected benefits from advanced analytics and link them to existing IT and customer service initiatives. Doing this can help set robust and measurable KPIs that will drive the strategy, long-term vision, and surface the near-term revenue / profit growth opportunities.

Design IT strategies to support customer service programs. Our technology professionals can rationalize IT architectures, technology platforms, operating models, and application selection to efficiently deliver needed business and technical capabilities to augment customer service programs.

Use customer analytics, sales analytics, and service analytics to enhance the customer lifecycle, sales and pricing processes, and overall customer experience.

Articulate the value and the missions of their customer support and service programs, backed by key insight gleaned from in-depth research and survey by our research professionals.

Establish a clear understanding of expected benefits from advanced analytics and link them to existing IT and customer service initiatives. Doing this can help set robust and measurable KPIs that will drive the strategy, long-term vision, and surface the near-term revenue / profit growth opportunities.

Design IT strategies to support customer service programs. Our technology professionals can rationalize IT architectures, technology platforms, operating models, and application selection to efficiently deliver needed business and technical capabilities to augment customer service programs.

Use customer analytics, sales analytics, and service analytics to enhance the customer lifecycle, sales and pricing processes, and overall customer experience.

Supporting Technologies
  • Facebook
  • YouTube
  • Twitter
  • LinkedIn
  • Instagram
  • Big Data Analytics Tools (Hadoop, Apache, Spark)
  • LoB systems and applications

 

Enabling Processes
  • Enterprise Content Management Systems
  • Social media presence and connect
  • Business Intelligence and Analytics