SandSIV Consulting Brochure

SANDSIV CONSULTING SOLUTIONS

CO

NS

ULTIN

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LEVERAGING BIG DATA WITH SUPERIOR CUSTOMER INTELLIGENCE

SANDSIV (Switzerland) Binzstrasse 23 Zurich 8045

+41 44 687 8767

SANDSIV (France) Place de la Pyramde 5 Paris 92088

+33 1 55 68 1274

SANDSIV (Italy) Piazza 4 Novembre 7 Milan 20125

+39 392 09 41 071

[email protected] www.sandsiv.com


+41 44 687 8767


+33 1 55 68 1274


+39 392 09 41 071


Success in today’s highly competitive commercial landscape goes beyond the mere delivery of quality products and services. Companies now face much greater customer empowerment with unprecedented access to information along a plethora of communication channels. Understanding and enhancing your customer experiences throughout the customer life cycle is a critical differentiator. Only with a truly customer-centric business model will a company be able to maximize consistent enterprise value. Customer empowerment is one click away At SandSIV we maintain an expert consulting team fully dedicated to Voice of the Customer (VoC) and Customer Experience Management (CXM). Combining cutting-edge VoC analytics and expert CXM consulting we enable business transformation step-by-step towards a customer-centric business model. Our consultants bring with them a wealth of experience that spans a variety of industries and business types. You get a fresh and candid insight, a non-biased opinion of your companies process efficiency. We transfer of knowledge. Consultants provide analysis and hands-on coaching in every aspect of the customer journey integrating both VoC solutions and a holistic CXM strategy. Begin your company’s customer-centric journey here

CONSULTING PROCESS 3

1 understand

2

3

4

5

evaluate

develop

report

integrate

OVERVIEW

At SandSIV Consulting we specialize in knowledge transfer. Our expert consultants will tailor your consulting solutions that will evaluate every aspect of your customer’s journey, help develop a CXM strategy and fully integrate a complete VoC solution.

Jukka Hekanaho, Head of Consulting


+41 44 687 8767


+33 1 55 68 1274


+39 392 09 41 071



+41 44 687 8767


+33 1 55 68 1274


+39 392 09 41 071


Our CXM Maturity Assessment solution is a tailored consulting package that has been designed to help you understand to what level your company is customer-centric. Our consultants will provide a thorough assessment of your current business and help you navigate through each stage of your company's CXM maturity. To get a picture of where you stand you need to assess the maturity of your current CXM operation and identify its strengths and weaknesses. We provide you an accurate picture with our CXM Assessment framework, where we systematically assess the maturity of all the relevant components of your CXM operation. Great CXM is a journey and not a destination. There are five basic stages of CXM maturity that will allow a company to establish a maturity baseline and plan for future improvements. KEY BENEFITS

§  Assess your organization’s CXM maturity objectively and compare it with industry competitors and best practices;

§  Plan the destination and nature of the organization’s CXM journey; and

§  Engage with different stakeholders and demonstrate the

business value of moving to the next level of CXM maturity.

CXM MATURITY ASSESSMENT 5

DESCRIPTION ENGAGEMENT

The consulting process includes detailed interviews and process investigation conducted over a minimum of 4 weeks.

ü  Interpretation and initial workshop

ü  Interviews

ü  Analysis

ü  Results and recommendations report

ü  Execution workshop

Every business model should be client-centric - the more you understand and engage with your customers, the easier it becomes to improve your value. How client-centric is your organization?

Jukka Hekanaho, Head of Consulting

1 2 3 4 5

Ignored Heard Understood Engaged Passion

Source: Infosys / Gartner Research


+41 44 687 8767


+33 1 55 68 1274


+39 392 09 41 071



+41 44 687 8767


+33 1 55 68 1274


+39 392 09 41 071


VOICE OF THE CUSTOMER 7


The consulting process and analytics conducted over 6 weeks.


ü  Define touch points

ü  Define KPIs

ü  Define target

ü  Define survey

ü  Capturing (set-up VoC Feedback)

ü  Analysis of structured data

ü  Text mining of unstructured data

ü  Categorization of open text feedback



Our Voice of the Customer (VoC) solution is a tailored consulting package that has been designed to help you understand your customer’s complete voice and embrace the end-to-end customer experience across all touch points. Our solution goes far beyond simple surveying. It takes traditional feedback from siloed channels and creates a unified approach along the entire customer journey and across multiple channels. Our consultants will deliver superior customer intelligence by navigating you through the VoC technology universe and providing essential know-how transfer. Whether through surveys, email, voice, chat or social media, customer touch points provide opportunities for companies to keep customers engaged through a personalized and consistent customer experience. KEY BENEFITS

Do a profound analysis of customer feedback and understand: §  Level of customer satisfaction; §  What are the root causes of customer satisfaction; §  The issues and pain points that customers are facing in

different faces of the customer life cycle; §  The main categories of customer feedback and their

sentiment; §  Trends in customer development; §  Prioritize customer issues and define actions.

CAPTURE

STORE

ANALYSE

VISUALISE

APPLY

Capture structured and unstructured data across channels.

Integrate and store customer data within a central data repository.

Customised analytics by company and by industry.

Real-time visualisation of analytics through customised dashboard.

Business insight with measurable revenue impact, supporting corporate evolution.

Customer engagement carefully managed through a range of communication channels and touch points will significantly enhance customer experience. Such engagement not only helps an organization steer customer relationships, but also provide valuable customer insight.

Federico Cesconi, Chairman & IT Visionary


+41 44 687 8767


+33 1 55 68 1274


+39 392 09 41 071



+41 44 687 8767


+33 1 55 68 1274


+39 392 09 41 071


CUSTOMER JOURNEY MAPPING 9


The consulting process includes 1 defined product and 1 lifecycle phase conducted over 8 weeks.


ü  Customer Journey Design



Our Customer Journey Mapping solution is a consulting package that has been designed to help organisations understand end-to-end customer experience across all touch points. Whilst mapping is only the start of a customer-centric transformation, results provide an important baseline and foundation to build on customer experience. Customer Journey Mapping is a collaborative, organisation wide exercise that helps to build and solidify a customer focused culture, encouraging and rewarding people for understanding the customer and improving their experience. Source: Forester Research Customer Journey Mapping (2010) KEY BENEFITS

§  Understand the life-cycle of the customer and map his journey along various phases;

§  Understand the critical moments of truth in the customer’s journey and benchmark performance at these touch points;

§  Review of internal processes for delivering customer experience at each touch point;

§  Build a business case to help focus and galvanize efforts; and

§  Review of customer communication at each touch point.

Step1: Collect internal insights

Step 2: Develop initial hypotheses

Step 3: Research processes, needs, and perceptions

Step 4: Analyse customer research

Step 5: Map the customer journey

At SandSIV we take time to understand – great customer experience is a journey, not a destination and must be carefully planned, efficiently executed and actively managed.

Louay Al-Doory, CEO SandSIV AG


+41 44 687 8767


+33 1 55 68 1274


+39 392 09 41 071



+41 44 687 8767


+33 1 55 68 1274


+39 392 09 41 071


TOUCH POINT OPTIMISATION 11


The consulting process includes 15 touch points conducted over a minimum of 8 weeks.


ü  Define key touch points

ü  Define KPIs

ü  Capturing (set-up VoC feedback)

ü  Map important touch points

ü  Establish customer experience drivers



Our Touch Point Optimization solution is a consulting package that has been designed to help organizations understand how to improve customer touch point engagement. Even for organizations that aren't ready to embark on an over-arching customer experience improvement initiative, touch point improvements can pay massive dividends across the enterprise. Static, human and interactive touch points define your brand and drive your customer experience. These touch points occur every time customers come into contact with, or "touch" your organization, and anything associated with it. At SandSIV we've seen first-hand that many companies aren’t sure how touch points work, and how to drive better customer experience through them. Our consultants will help improve the effectiveness of these touch points, and optimize their delivery. KEY BENEFITS

§  Establish the organisation’s relevant touch point inventory.

§  Understanding importance of every touch point by performing data and text mining analysis.

§  Understand customer pain points at each touch point. §  Build drivers of satisfaction at each touch point. §  Build your processes outside-in to maximize the

customer experience at key touch points. §  Designing the target performance level of a single

touch point. §  Eliminating redundant touch points to save valuable

resources. §  Enhancing conversion rates through the effective

utilization of touch points. §  Improving customer loyalty and advocacy.

Customer touch points are the primary means of delivering brand and represent key drivers of customer experience, the identification and management of touch points remains crucial.

Mariella Borghi, Head of Business Development


+41 44 687 8767


+33 1 55 68 1274


+39 392 09 41 071


CONTACT 12

About Us SandSIV enables world leading companies to gather superior customer intelligence. Through its cutting-edge Voice of the Customer (VoC) technology and expert Customer Experience Management (CXM) consulting, SandSIV is a recognized global leader in VoC and CXM. SandSIV solutions directly contribute to increased operational efficiency, help accelerate business performance and provide measurable impact on revenues and the bottom-line. SandSIV operates globally and specializes in the following business verticals: Automotive, Entertainment, Financial Services, Hospitality, Retail, Telecoms, Transport and Utilities. The company is headquartered in Switzerland – the heart of Europe – with local subsidiaries and distribution partners across Continent and the Middle East.

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SandSIV Consulting Brochure