8 out of 10 people believe customer experience needs to be improved
across prices and fees, customer service, product capabilities, and ease of use.
– 2022 Qualtrics Report, "What your customers need you to know for the year ahead."
An empathy-led way of working
We work with our clients to maximise investment in your existing CRM system or replace an old system with something modern.
Our unique skill set is being able to bridge the gap between the people implementing the solution and the people who will have to use it. We do this by talking in non-technical language to end users and technical language to technical people, to help you get the best out of your choices.
We do this as part of your team, so you won’t find us stepping back. Instead, we will roll up our sleeves and help you deliver.
Take a step back
We are technology experts, so we know how to get the best out of it. However, we don’t know your business, so our first job is getting to know you and your customers. Whether it is through journey mapping, engaging with user groups, or surveys, it is really important for us to begin with understanding you.
Success comes in small steps
We often work using an Agile methodology, with small increments leading to a bigger change. We like to show what we have built often. We also like to collaborate with end users, not only getting their feedback, but easing their journey so they can get used to a new way of doing things.
Enabling experts on your team
Our end goal is to make you the experts so you can be self-sufficient in your technology. We can work with you in a blended team so you can fully take ownership of your system. We can also train you or provide an ongoing managed service if that is what you would like.
Improving user experience
A client had embedded Oracle B2C Service into their operation, using it to track interactions with customers and suppliers. The system was broadly doing what was required but there was scope to gain more value from the technology investment. What features would help to achieve this?
We interrogated the system, asked lots of questions, and watched to see what users were doing. We identified pain points and inefficiencies. We then walked the client through our findings and together created a list of initiatives to improve the system. The list was ordered based on priority and then off to work we went!
The client has realised more efficiencies from the product. Processes are simpler but still achieve the same outcome. The UX is better for both advisors and customers, both being fully accessible to WCAG2.1AA standards. The analytics capability and the dashboards provide the client with a snapshot of exactly what’s going on.
Build & deliver the best CX
Is it time to take your customer experience to the next level? We can help. With an empathy-based approach, let's work together to shape a better, more delightful experience for you and your customers.