The operational vision of customer relations

“The greatest key to success is setting an objective and never losing

sight of it”

Queen Christina of Sweden

opérationnel

The operational vision of customer relationsThe operational vision of customer relations

THE

OswegO

ASSOCIATES

Christophe Bouyssonnade

Olivier Pellevoizin

18 years’ experience

CCA International, Armatis, Euro CRM, Compaq, Xerox, Convergys

20 years’ experience

Sitel, CCA International, Wana5télécom Morocco, OCE, Orange, Téléperformance, Banque Populaire

ClaudiaJimenez

15 years’ experience

IBM, PWCConsulting, GDF SUEZ, Sitel, Bank Card Company

“I know that every situation is

unique and requires as much

creativity in its conception as it

does diligence in the

implementation of the solution.”

“In an increasingly competitive

market filled with new

communication channels, the

customer relationship must be

more efficient, professional,

responsive and innovative.”

“Everything starts with the

customer: this applies now more

than ever before. I am certain

that an operational strategy

supported by assessments and

management focused on

ongoing operations creates a

simplified operational

environment that enhances

competitiveness.”

• General management

• Operational management

• Project management

• Telecoms customer relations

management

• Business unit management

• Project management

• Associate Director

• Operational management

• Project management

The operational vision of customer relations

GM

HRD

CFO

ESCP trainer

Quality officer

Sales manager

Operations manager

Customer Relations manager

Project manager within an ITBSC

Crisis management specialist

Business development officer

And more!

THE

OswegO

CONSULTANTS17 OswegO-certified consultants

able to take action within 72

hours, regardless of your specific

business, sectoral, geographic

and linguistic needs.

core business

The operational vision of customer relationsThe operational vision of customer relations

OUTSOURCING

TELECOMS

BANKING

• Contact centre restructuring

• Marketing mix

• Development and customer

acquisition strategy

• Professional development of the key

accounts sales team

• Selection criteria for decision-makers in

customer relations

• Evaluation of resource planning for the

customer relations centre

• Suggestions for improvement

SECTOR

EXPERIENCE

INSURANCE

E-COMMERCE

ENERGY

• Consultants

• Sales optimisation – 1688/insurer

• Analysis of ‘chat’ traffic from e-

commerce sites

• Recommending that teams enhance

their professional level

• Implementing recommendations

• Interconnecting the six European

‘Customer Care’ centres

• Strategy – Organisation – Systems -

Implementation

pragmatique

The operational vision of customer relations

OswegO

STATISTICS

The operational vision of customer relations

277checkpoints in our

processes

24 customer

references

7areas of

expertise:

HR

Operations

Quality

MOA

Training

Sales

Service delivery

management

3 sites:

France, Belgium,

Morocco

100%contract renewal rate

5 languages

17 consultants

120% growth rate

2013OswegO Conseil established

1Training centre

The operational vision of customer relations

MANAGER

DEVELOP

OPTIMISE

PROFESSIONALISE

CUSTOMER

RELATIONS

SERVICES

The operational vision of customer relations

CUSTOMER

RELATIONS

SERVICES

MANAGER

Reactivity: Your transition manager is available and

ready to act within 72 hours

Concentration: A single objective – achieve results

and guarantee success

Efficacy: Listen, decide and ACT

Innovation: The best way to predict the future is to

create it

The operational vision of customer relations

OPTIMISE

Understand: Analysis of six key fields through 277

checkpoints

Decide: Compare the results and your aims

Act: An action plan tailored to your objectives that

generates ROI immediately

CUSTOMER

RELATIONS

SERVICES

The operational vision of customer relations

DEVELOP

• Localise

• Outsource, insource, backsource

• Selling

• Implement

• Normalise

• Manage

We guarantee the effective management of your customer-relations

projects.

Our approach aims to ensure that your project runs smoothly from start

to finish according to a jointly defined schedule by providing you with

experienced consultants.

CUSTOMER

RELATIONS

SERVICES

The operational vision of customer relations

PROFESSIONALISE

• Industrial management• Take operational decisions to stick to economic objectives

• Dispersion management• Move away from the predominant use of averages to give new

meaning to KPIs

• Manager coaching• Turn a manager into a real leader

• Agent shadowing• Shadow agents while they implement best operational practices

OswegO’s e-learning platformOptimum practical experience that enhances your skills as required

CUSTOMER

RELATIONS

SERVICES

The operational vision of customer relations

-Team spirit -

This helps everyone

to develop. It fosters

exchange that

results in the

acquisition of new

experiences which

in turn broaden the

viewpoint of every

individual and the

team as a whole.

-Operational

excellence-

Providing the same

service millions of times

by making it unique

and personalised

requires even more

work, determination

and ironclad

knowhow.

-Integrity-

You can tell us

anything, as you

can rest assured

that nothing you

share will be

repeated or used for

someone else’s

benefit.

-Creativity-

We believe that

nurturing our partners’

creativity and

respecting their

innovative ideas is

crucial for

guaranteeing the

success of any

project, whether it’s

objective is to

introduce a new

product or transform

an existing one.

OUR VALUES

The operational vision of customer relations

www.oswegoconseil.com