Take your service quality to the next level with a clear strategy
Why a service strategy is necessary
Optimal customer service is increasingly regarded as a competitive advantage. For CRM (Customer Relationship Management) to contribute to this advantage, clear objectives and guidelines for customer service are essential. Without a defined service strategy within your CRM, your customers’ problems won’t be addressed adequately or promptly, leading to frustration and dissatisfaction.
What a service strategy is
A service strategy defines how a company organizes and optimizes its customer service holistically through CRM. It includes clear service goals and KPIs, defined support channels and processes, explicit service promises, necessary resources, data management, and the use of artificial intelligence.
Typical challenges in developing a service strategy
How do I measure the success of my service strategy?<br />Accordion Item
With clear goals and defined key performance indicators (KPIs), CRM success becomes clearly traceable. That’s why we work with you from the beginning to set realistic yet ambitious goals that can be measured and monitored through KPIs.
Which customer support channels are best for my company?
What role do digitalization and artificial intelligence play in a service strategy?
Digital tools and artificial intelligence enable data-driven decisions and improve the efficiency of your customer service. Therefore, we consider not only your existing system landscape but also design a CRM target architecture as the foundation of a modern service strategy.
How do I optimize my case management with a service strategy?
How can I optimally prepare my service agents for the new strategy?
Our approach to developing your service strategy:
Objectives
Define your service goals aligned with your overall corporate strategy.
Customer and Case Management
Identify relevant customer issues to develop efficient problem-solving processes.
Service Promises
Develop your service offerings and specify the service levels you want to provide your customers.
Support Channels
Determine the channels through which customers can reach your support or be reached by it.
Service Processes
Design the various service processes to be implemented across different support channels.
Resources
Definition of the financial, human, and technical resources needed to implement the marketing strategy
Data and AI
Definition of how data and artificial intelligence will be used for data analysis and decision-making support in your CRM
Service Controlling and KPIs
Monitor and control support activities using KPIs that measure the achievement of set goals.
Your added values – the result of our consulting:
Optimal use of digital CRM tools and artificial intelligence
Develop your service strategy with us!
Let’s talk personally about your service goals. Simply fill out the form, and we will get back to you!