Services

Service Categories
Our services are targeted to companies who need to improve the effectiveness of their service and support operations - including customer relationship management processes, service provider management.The roadmap to process transformation has four phases where we participate

• Collect data: Tactics include data mart design, data collation, data quality assessment, support survey design.
• Develop metrics and measurements: Establish metrics and measure the performance of various process elements relative to the benchmarks or expected service levels.
• Identify levers of change & their impact on the enterprise: Identify the drivers of change and prioritize action based on expected impact.
• Change communication: Communicate results via reporting portals and/or workshops.

Delivery is handled by the Analytics practice and the IT services practice. The Analytics practice provides the strategic design and data processing capability. The IT services practice enables the analysis and the communications via a variety of technology solutions such as reporting portals, web hosted solutions, customized CRM solutions.

Consulting Methodology

Our consulting methodology has two modules that are adapted to client requirements:

• Innovation - Interpretation of business issues as delivery commitments and building a solution in alignment to these expectations.
• Automation - Standardization of the results via a web based delivery mechanization. The graphic to the right, represents our delivery approach.

Delivery Commitment
Aside of standard metrics on delivery management, we have a strong focus on the following service commitments:

• Clear, simple language in communications.
• Actionable findings.
• Focus on the business user (as opposed to the analysis process).
• Clarity in relationship expectations.
• Tight project management.