Implementation

You have expressed your vision in a customer management strategy. Which steps should you take and in which order? What are the mutual dependencies and what is the critical path? How can you get the organization behind you? How should you monitor progress and budget, and how can you ensure that suppliers honour their agreements? To answer these questions, you need a party that has extensive experience in realization and implementation.

TOTE-M is not only strong in the development of strategies and of new concepts, but also able and keen to implement them.

The first step after the ‘go’ for implementation is the formulation of a detailed implementation plan.

In the first place, it is all about managing all touch points and channels based on the established vision and the brand values. Both the customer and the member of staff must receive the right support to properly deal with transactions and questions in one go and in order to be able to solve problems. Knowledge and content management play a crucial role in the interaction with customers, whether they are speaking to agents on the phone, via chat or email, or using a self-service channel, such as the web or voice response.

TOTE-M implements along three tracks: processes, people & organization, and technology. Process improvement, organizational change and control capacity are crucial in this respect. Technical resources – such as systems for customer relationship management, knowledge and content management, workforce management, quality monitoring, performance management and business intelligence – help to assure the realized improvements.