Customer Service Transformation

A lack of customer service vision and strategy to define the future direction of service. Especially the definition of the omnichannel approach.

Unclear business cases that delay funding to support customer service improvements initiatives.

Limited clarity for customer service development due to missing roadmaps and planning.

Difficult channel migration for digital and assisted digital.

Slow and fragmented customer service platform selection and challenges in implementation.

Understanding what’s available and what can be done in terms of new service tool introduction and scaling, i.e. chat/chatbots.

Operational performance optimisation, change performance management.

CRM and customer communications strategy implementation and optimisation.

Sales through service strategy & implementation.

Loyalty products and loyalty marketing.

Customer service people strategy.

Digital training and mentorship.

A clear and effective customer service vision and strategy to orientate plans and people around.

Benefits, cost and risk analysis to support investment funding and decision making.

Clear and achievable roadmaps to monitor progress and keep on track with benefits realisation.

Faster and more responsive delivery and innovation.

Cost efficiency gains from migrating from voice to more cost-effective channels.

Smoother platform migrations that don’t impact business availability.

Stronger digital capabilities.

Improved customer satisfaction through omnichannel execution.

Reduced churn, improved Customer Lifetime Value, Net Promoter Score and reduced operational cost.

Improved employee engagement and productivity.

Producing the right customer service strategy to enhance business performance and value.

Service offers the ability to reduce operational costs, develop brand loyalty and advocacy through customer satisfaction. Driving long term benefits through loyalty and increasing customer lifetime value.

The strategic approach will balance these commercial drivers to meet the organisation’s long term goals.

Identifying the best way to achieve customer service improvement. Such as creating new digital transactions so customers can self serve, creating new service channels like mobile apps or applying artificial intelligence capabilities.

Our problem identification and solution determination approach identify the right capability augmentation to deliver expected outcomes.

Establishment of effective metrics to manage and optimise the ongoing customer experience.

Ensure that metrics are effectively baselined and structured to monitor change and performance in customer satisfaction over time. Across all contact types and channels (voice, chat, email, social), to build the right service mix.

Leveraging personalisation and artificial intelligence to create deeper performance improvements.

Effective customer journey mapping will identify the pain points driving customer experience issues.

Mapping identifies opportunities for revenue generation and where and how to establish loyalty.

A process that includes the emotional heartbeat of the customer, customer communications and activities to synchronise all touchpoints.

Customer communications can suffer from long term degradation as organisations add to and adapt customer communications over time.

Confusing, disjointed communications drives customer contacts. We review communication plans, CRM tools, processes and governance to re-established to re-set customer communication.

Knowledge management ensures the flow of information across the service organisation is fit for its purpose.

Webchat enables customer contacts to be responded to more efficiently.

We help you evolve webchat into next-generation chatbots by leveraging artificial intelligence to drive further economies of scale. Determining the right time and purpose for artificial intelligence within the service mix.

So you can scale webchat, drive cost efficiencies, and unlock the long term performance of this channel.

Core systems, platforms and software are the backbones of customer experience.

We help you select and integrate the right toolset to meet your customer and business needs.

To collect, organise, respond to, and report on customer support requests faster and more efficiently. Providing a personalised experience, enabling productivity and knowledge through a single customer view.

Helping to produce an optimised mix of highly skilled in-house engineers and outsourced development capabilities. Allowing core personnel to own, control and understand critical systems and platforms.

Our process modelling can streamline operations, reduce bottlenecks and inefficiencies.

Effective data management and security protect data integrity, reducing redundancy and ensuring compliance is met. Our approach audits and identifies improvement.

Evolving customer contact centres into digital service teams can feel like a significant shift in knowledge and capability.

DWG provides digital training and mentorship to help bridge the gap into digital service.

This can be supplemented with organisational design and internal change management if required.