Implementation of a Partner Customer Service (BtoB) and a Sales Animation pilot project.
Context
- Our customer, a postal service company, in line with its presence strategy, has initiated the creation of a single point of entry (customer service) to simplify and fluidify the relationship with its partners.
Objective
- Frame and deploy this customer service and convert this cost center into value creation, in particular by setting up a "sales animation" pilot project.
VERTONE contribution
- Pre-launch scoping of remote relationship management and sales promotion activities
- Launch of an experiment with a limited number of partners, with the creation of a small customer unit.
- Evaluation of the experiment and preparation for deployment to all partners (over 10,000 partners)
- Definition of a clear roadmap for the coming year
- Creation and implementation of tools for advisors and managers to ensure proper handling and escalation of requests (call tracing, knowledge base, procedures, reporting, etc.).
- Development of an IS management tool for call handling
- Budget forecasts and committee approval
- Steering committee meetings to monitor project progress
- Training of local teams (advisors, supervisors, trainers, etc.)
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