A customer-facing assessment focuses on how your current operations/interaction channels support your business. It compares the capabilities of the operations versus leading practices to determine the overall maturity, and compares the performance versus industry benchmarks and comparable metrics.
An assessment needs to understand your overall customer-facing strategy, since the way in which you have determined you will deal with your customers needs to be reflected in, and be fully supported by operations.
An assessment determines which areas need to work to improve the capability and performance levels, and outlines a set of initiatives with a supporting business case to make these improvements.
An assessment can be tailored to meet your needs. It can be as simple as an assessment of an individual channel, or location, right the way through to a full multi-channel assessment or an assessment of the customer experience, which compares capabilities and performance across the whole organization. Our assessment is built to be able to go to differing levels of depth or analysis, depending on the clients’ needs, timescales and budget. Through tailoring, an assessment can be paired to take as little as a few weeks to conduct, for example, if it is focused on an individual area and looks for “low-hanging fruit”. Such a “rapid-fire” assessment drives value in itself but its’ results could potentially be used to justify further analysis across a broader part of the organization if required.
An assessment differs from a strategy in that it is more heavily focused on Operations and assumes that a customer interaction strategy is already in place.
Whether it be strategy OR assessment work, we focus on both near-term results and long-term sustainability – All our recommendations will be actionable, be based on experience, have a realistic balance between innovation and proven approaches and be focused on results.
The C-SOAR™ method fully supports the conducting of any one of the assessments above, and can be tailored easily and effectively to support specific client needs and scope requirements.
The C-SOAR™ method is backed by our RCM Model, which provides significant support for all aspects of the operational environment that is being assessed.
The C-SOAR™ tool supports the method and enables our consultants to capture engagement specific information consistently and effectively.
ThoughtBurst can help you meet you business objectives with the conducting of a customer-facing assessment. We can help you: