Sodexo

Support services play a crucial role in providing organizations with communications and managing engagement. With the demand for these services heightening and the expectations becoming more complex, support services organizations must upgrade their offering in accordance to remain profitable and competitive. Building strong relationships and strategies, partnered with a strong infrastructure, are crucial for this sector.

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storm® met our technical needs without exceeding our financial requirements. Since then, the platform’s flexibility has enabled us to make continuous service improvements ourselves.”

Manager Facility Service Desk, Sodexo

Make Your Communications Stand Out From the Crowd

CHALLENGE

Organizations that offer support services, such as resellers or Business Process Outsources (BPOs), are operating in a highly saturated market, alongside many competitors. This means that your organization needs to be providing high quality services that exceed expectations in order to stand out from the crowd, which can be a huge feat without the right support and technology. In order to stand out, organizations need to exceed expectations through providing proactive, efficient engagement as and when the customer requires.

SOLUTION

To succeed in this highly competitive sector, a proactive, personalized communications strategy, underpinned by a reliable, omni-channel cloud platform, is required. This investment will set you apart from the competition, by enabling you to rapidly add functionalities to always remain ahead of the curve, such as AI-driven routing to ensure faster response times for customers and saving agents time to prioritize the complex inquiries. This ensures that organizations are providing excellent Customer Engagement and Experience for all customers. This also ensures that each customer feels catered for and valued, enhancing relationships.

PRODUCT

Omni-channel contact center

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Create Highly Customized Packages to Meet The Needs Of Every Customer

CHALLENGE

To meet the diverse needs of the modern customer, your communications offerings must be able to adapt to each use case and ensure each customer receives a personalised service that meets their individual, evolving requirements. Customizing packages is highly time consuming and difficult to get right without a highly thought-out strategy and data analysis, and most importantly, with the appropriate technology infrastructure to support it.

SOLUTION

Organizations who offer support services require an omni-channel, cloud-based platform which provides them with the ability to offer efficient, customized solutions to ensure that they are exceeding customer expectations and attaining a loyal customer base. A modular deployment strategy allows you to pick and choose which modules to deploy, as and when you need them. This flexibility not only makes your organization more adaptable and future-proof, but also ensures that every customer knows that they can rely on a long-time service which will adapt alongside their own organization’s objectives.

PRODUCT

Flexible service management

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Collaborate Effectively to Drive Value-Added Propositions

CHALLENGE

Effective collaboration is key to delivering and driving high quality services to customers, and if collaboration is not effective across organizations then this can be detrimental to achieving customer loyalty, as well as resulting in negative reviews, which can further jeopardize future business opportunities. Finding partnerships with organizations who can align their values and work productively to collaborate in selling services can be difficult, and implementing these ideals even more so.

SOLUTION

Resellers, partners and BPOs require a long-established, reliable organization to collaborate with in order to ensure that propositions are value-adding and are mutually beneficial for all parties involved. Developing in-depth working relationships over long periods of time in areas such as sales, support, and platform knowledge transfers will ensure that you have the best chance of success. This long-standing collaboration should bring about the development of propositions based on the requirements of end-customers, but also the organizations involved to leverage the best of both.

METHOD

Close working partnerships

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