Improved Customer Interactions Equal Improved Return On Investment (ROI)
Every CEO knows that business is increasingly complex. Customers want anytime, anywhere access to products and services. Multichannel capabilities are essential. Managing your large, multivendor contact center environments is even more critical to your success than ever before.
How do you manage these environments more effectively with greater visibility and control? Improve customers' experience? Enhance service quality? And still achieve the goals you have set for increasing operating efficiencies?
Our CRM Managed Services allows you to outsource your multivendor customer service management, contact center processes and technologies so you can focus on more important parts of your business. You'll greatly reduce your operational costs while providing higher-quality customer experiences and delivering increased operating efficiencies across all your geographies.
We can manage your multiple customer service providers, your contact centers, processes and technologies to:
- Optimize performance across all customer services providers
- Realize a rapid return on technology investment via a globally consistent platform
- Align your contact center strategy with an enterprisewide customer relationship management (CRM) strategy
- Reduce cost per call by up to 90% with automated speech transactions versus a live attendant
- Increase revenues through customer cross-sell, up-sell capabilities
Differentiate Your Customer Experience
Customer satisfaction is critical to an enterprise's success and revenue growth. Companies must provide a differentiated customer experience across multiple channels. They also must have a full view of their customer interactions across business units, sites and outsourced service providers to measure and improve customer satisfaction.
Maximize Contact Center Performance
We know how difficult it is to consistently collect, manage, disseminate and act upon contact center performance data across multiple centers and your service providers. Our services encompass strategy, technology, governance and quality-based processes. These global, enterprisewide services enable greater use of best practices and tools so you can provide a consistent, enhanced customer experience that drives revenue growth while achieving operating efficiencies.
Our Approach To Achieving Multivendor Management Results
The core to our approach is the multivendor management. It is a governance structure that orchestrates and streamlines the contact center organization across your enterprise. The multivendor management organization includes agent sourcing, enterprise client governance and a command center that provides your end customers a consistent experience. And one that's measurable, giving you the ability to track and measure your contact centers' impact on ROI.
Our first step is a comprehensive customer strategy and assessment that encompasses the people, processes and technologies of our client's contact center environment. We then compare the contact center operations to market-proven industry best practices and recommend strategies, a business case and a road map to achieve the organization's objectives.
Through the multivendor management, your enterprise is supported by a centrally managed and consistent set of contact center technologies. These technologies are part of a highly controllable, secure and repeatable contact center infrastructure that enables a virtual contact center environment. All of this is managed by us, which allows you to focus on your business strategy for growth.
CRM Managed Services At-A-Glance
Contact Center Performance Management Fact Sheet
Customer Self-Services Fact Sheet
Retain Your Customers In a Down Economy White Paper
For more information about what HP Enterprise Services can do for you, submit a business inquiry.