strong roots run deep
Do your customers find it easy to do business with you?
Today’s digital enterprise delivers the best customer experience when it brings process, people, data and technology together as a whole, resulting in increased revenue, cost savings or both.
Our process includes a deep examination of processes, benchmark analysis and a precise, detailed view of business flow with key metrics and customer journey experience gauges.
When identified improvements are implemented, this investment is consistently self-funded with payback typically in months.
Client Use Cases
Deep Examination of Processes – From the Customer’s Perspective (Client Use Cases)
- Customer frustration
- Negative feedback
- Repeat interactions
- High operating cost
- Unable to adapt to uneven demand
- Lack of visibility to performance
- Ineffective upsell/cross-sell
Insurance Claim Processing: Customer experience is not limited to just touchpoints. Largely an internal function, the performance of claims processing has material impacts on the customer in the end, with effects like price competitiveness, responsiveness or quality. A few call-to-action indicators:
- Slow processing – poor customer experience
- High error rate
- High labor expense
- Late payment penalties
Benchmark Analysis of Process Flows
Interactive Opportunity Workshop
The result of this rigorous assessment of the current state to move to industry-leading levels provides a precise view of the optimal business flow and the case for change, including:
– Actionable processes
– Organization and technology changes
– Automation recommendations
– Your roadmap to take action
When implemented, this investment is consistently
self-funded with payback often in just months.
Want to learn more? View our various assessments and case studies. We welcome the opportunity to explore how we can help you.