SYSTEM
Organizations need expert assistance in defining their objective, the means to be put in place, the tools to use, the resources to allocate, the processes to adopt, the management methods to integrate, and the budgets to devote to them.
BVA proposes a 3 step Advice system:
- The strategic definition of a dedicated CX plan:
– diagnosis of the state of Customer Relations and the commitment of associates
– a roadmap of objectives and resources: customer path indicators and management solutions, analysis, modeling new business processes, etc.
- On the ground Implementation and support:
– Measurement tools and collection principles, contextualized questions, organization and training
– Data processing, management of results, action plans
- Transformation management:
– Definition and implementation of a cross-services strategy (brand > customer)
– Adoption and promotion of the program by the managers (brand > associates)
– Creating loyalty, managing and monitoring the change management plan (with “scalability”)
Examples
For a leading global Energy company, where customer service quality assurance is one of the main factors in its growth, our support is likewise global:
- Quality Monitoring and Customer FeedBack on customer paths
- Delegated Quality Monitoring and verbatim analysis
- Management of reports and action plans
Several thousand associates involved in a managed transformation system.