Transform Customer Service Operation 

Transform Customer Service from Cost to Profit Center 

Consultancy Services

Identify potential for cross/up-sell and acquisition, transform inbound service operation in service and sell operation, set-up tele-sales operations, introduce special retention operation

References

Retention reactive and proactive with results of >40% retention rate for Telcos across Europe, in Morocco, in Kuwait and Qatar; 

X-Sell and Up-Sell both inbound (sales after service with conversion rates 10-25%) for Telcos acrossEurope, MENA and outbound in Morocco, Romania, Germany; 

Inside Sales Team for SME B2B with >90% channel-share for retention, renewals and X/Up Sell in Morocco and Romania; 

Improvement e-shop conversion rate through push chat and click to call by 25% in Morocco and Germany, 

Special long-term and meetings and groups bookings for hospitality in Germany with conversionrate >30% for B2C and >60% for B2B. 

Introduced Sales in Customer Service, transforming the Customer Service of a Morocco Telco from a Cost to a Profit Centre within 8 months. Started Save-Desk operations with 45% retention rate; inbound sales and web call back with 25%conversion rate and Outbound Telesales for Cross-Sell, Up-Sell with conversion rates of up to 35%. 

Started inbound Sales after Service and outbound Sales across 10 Telco in MENA and ASia, transformed all operations from cost to profit centres, breaking even after 18 months, 60% profit margin after 2 years

Transform Customer Service in Customer Experience Center 

Consultancy Services

Introduce customer feedback measurement, agent scorecards based on customer satisfaction, set-up voice of the customer process, create continous program to improve custzomer experience by detecting and eliminating root causes of disatisfaction

References

Introduce customer feedback measurement and scorecards based on CSAT for 13 Telcos in Europe, 10 Telcos in MENA and Asia, 

set-up voice of the customer process for Telcos in Germany,Austria, Oman,Kuwait, Algeria, Tunisia, Morocco, Myanmar, UK, Netherland, Romania, Palestine; 

Introduced Close Loop Feedback and CSAT based Quality Management:  improve after transactional CSAT to 65-70,

Transform Service Experience in omni-channel Experience 

Consultancy Services

Introduce new digital customer service channels; Select and Implement Customer Service platform to support omni-channel experience; Implement omni-channel self-service offering

References

Define and implement the omni-channel strategy in Czech Republic, Qatar, Morocco, Germany; 

Introduce chat for Telco in Netherland, Austria, Tunesia, Algeria, Morocco, Kuwait, Oman, whatsapp in Morocco and Tunisia, WeChat in Indonesia and Myanmar, social channels in Middle East, Morocca, Tunisia, Maledives, Indonesia; 

Develop self-service bots for Facebook in Maledives and Myanmar, chat bot in Morocco, Germany,

Transform IT Infrastructure for Customer Service 

Consultancy Services

Select and Implement new Customer Service Platforms (cloud or premises) integrated with CRM and self-service platforms

References

Select and plan implementation for cloud-based platform for hospitality Germany and for Telco in Germany, Austria and Netherland, 

Select, Replaced IT infrastructure with ONE platform one premise (15% IT costs saving) to support Service Differentiation, Specialization and Blended Operations in Morocco, 

Migrate several local platforms to a cloud-based multi-channel platform for a world-wide virtual contact centre of a German Client, implement and operate new platforms on premise in Romania, Chech Republic, Indonesia and Iraq, 

Select and roll-out cloud-based IT platform for digital customer service across 1o Telcos in MENA and Asia