Situation
A strategy that fits changed customer needs and the brand promise.
The grid operator wanted to take a step forward in customer service. That called for a customer service strategy in line with changed customer needs and trends, and with the organisation’s strategy, vision, mission and brand promise.
Approach
Take stock, draw up the strategy, set out the roadmap.
Effecta took stock of the current situation and drew up a customer service strategy for the contact centre. It came with a roadmap of new communication channels, self-service applications and platforms. Together they form the foundation for the transition from multichannel to omnichannel.
Result
A governance model, a benchmark and a roadmap.
The grid operator now has a governance model for improved service delivery. The customer service strategy has been tested against the market through a benchmark. And there is a roadmap for the steps towards integrated omnichannel customer contact.