Request
What should TMNL B2B Cops, Marketing & Sales Customer Service model and Contact Strategy look like, that;
- meets customer needs and expectations across the entire customer journey (and multi channel?)
- supports customer potential/ future needs and result in an increase in cross sell & upsell
- supports churn reduction (improve customer live time) and an increase of XS/Upsell
- goes beyond customer expectation
- can be delivered with an improved cost to serve
- inline with (dynamic) customer allocation
Challenges
- An overall fact based B2B Customer Service model, Contact Strategy and implementation plan is not available
- Initiatives to improve the customer experience are scattered
- Dependencies (strategic, tactical and operational) between the initiatives are managed only partly
- Overall priorities to secure impact in 2020 and beyond are missing
- All teams need the same basics in the backend of the process (data, analytics, processes, systems) for the execution of their plans
What we delivered
Program setup covering B2B Customer Service, Marketing, Sales, Distribution and Analytics
- Design B2B Customer Service model: factbased and future proof framework linking customer journey phases to processes and teams (Customer service, Marketing, Sales and Distribution)
- Analysis of customer contact reasons, actual customer flows across journeys and channels and automation opportunities. Making use of process mining
- Implementation of automation opportunities by making use of RPA.
- Operational customer view matching Digital and Customer service data and insights based on improved data quality
- Build and implementation of Customer value model
- Customer Service transformation roadmap and implementation plan including business case
- Build and implementation of Dynamic customer allocation model
- Roadmap and implementation plan Personalized suggestions including content, architecture, processes with feedback learning loops across online and offline channels
- Proof of commercial value and potential