Diagnosis of the customer relationship management system for a leading e-Commerce company
Context
- Our customer, a major player in online travel sales, uses customer relations service providers, and wishes to put their contracts out to tender. In advance of this change, the client wishes to identify changes in its internal management processes and organizations.
- The stakes lie in optimizing the quality/cost/time of customer requests, building/developing a virtuous cooperation model with service providers, and increasing end-customer satisfaction and effort reduction.
Objective
- Propose ways of redirecting after-sales service activities towards key objectives, new rules for allocating flows to different service providers, impacts on existing and future contracts, pre-identification of new service providers to be approached, and a quantitative analysis of customer relations volumes and costs.
VERTONE contribution
- Draw up a factual overview of the current piloting system, shared and approved by the main piloting players
- Identify the strengths and weaknesses of the current management system, and prioritize the issues to be addressed.
- Distinguish between those that can be dealt with within the framework of the current service provider's contract/steering practices, those that should be given particular emphasis in the future call for tenders, and those that should also be included in service contracts.
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