Adding measurable stakeholder value
For most executives, running a cost effective customer engagement organization and delivering excellent customer experience requires a high stakes balancing act. One management or execution misstep can result in excessive costs, lost customers, or negative impact to your brand. However, balance can be achieved to reach your financial and customer engagement goals.
Delivering effective customer engagement
Deloitte’s Customer Operations practice helps companies develop, implement, and operationalize multichannel customer interaction capabilities for both external and internal customer-facing operations. Our team includes a mix of people with strategy, operations, technology, and industry experience who have either managed high-performance contact centers or consulted in them extensively. These backgrounds help us understand the nuances, demands, and requirements specific to customer operations, contact centers, and other customer interaction points.
Customer Operations services
Operational assessment. First step in identifying what can be done to improve customer interaction efficiency and efficacy. Compares current state with desired future state and leading practice, and identifies gaps.
Operating model design. Design and implementation of new or improved organizational, capability, and business models to improve customer experience and reduce cost.
Omni-channel effectiveness. Improving consistency, integration, and efficacy of customer interactions across customer contact channels and deploying additional channel capabilities.
Technology enablement. Contact center technology strategy, selection, design, and implementation guidance and oversight.
Sourcing strategy. Identifying and implementing enhanced approaches for sourcing operations (business process and technology) to support customer operations.
Transformation roadmap and execution. Creating pragmatic, executable paths forward to positively impact customer interaction issues. Driving execution and delivering results.
Potential bottom-line benefits
- Reduced customer operations operating costs
- Improved customer experience and satisfaction
- Increased revenue by improving customer retention, leading to increased sales
- Improved competitive positioning through differentiated customer service
- Improved process efficiency throughout the full life cycle of customer support
Many companies struggle to strike an effective balance between managing operating costs and providing the desired customer experience.