Service Design
You know what you want to achieve and where your improvement opportunities lie. You want the whole of improvement measures to be more than the sum of their parts. Your actions must fit into your company's business strategy. To this end, separate initiatives must be embedded in a coherent whole, namely a design that includes the management concept.
TOTE-M believes that the customer service must be designed just like a product. It is particularly in the design of your customer service that you can distinguish yourself from your competitors. A design consists of an architecture for the customer processes. In the architecture people and organization are integrated with the underlying ICT and management across all touch points.
The design must be in line with the customer engagement strategy. If this is already present, it is tested and, when necessary, further accentuated. If there is no clear vision and strategy, TOTE-M facilitates the development of such during the design phase.
The design focuses on achieving the formulated goals and is substantiated with a business case.