Digitalization has changed business models – leading to the challenges of digital transformation – but far more importantly it has changed the very foundation of any successful business: the customer.
Whether our customers are end-users or business contacts, the ways they want to communicate and interact are in a state of flux. Customer expectations for service quality, reaction times and content relevance are significantly higher. Today’s customer expects to be able make their own decision on when, where and how they interact with companies. For businesses, the challenge is to live up to these expectations during the entire sales process, from marketing, through the actual sale and on to customer care and service. We offer IT systems for each of these areas and can provide fully integrated solutions, tailored to your specific requirements. Using the latest technology, both cloud-based or local installations, we are able to achieve fast, tangible added value for your business. We work with you from the start, first of all providing orientation, then supporting you through your requirements definition through to the efficient implementation of your project and finally to business as usual, with the operations and maintenance of your applications.
With integrated solutions based on standard applications from leading software houses such as Salesforce, SAP and Microsoft, we enable you to win and retain your customers’ attention, satisfaction and loyalty even in the age of Digital Transformation.
Our Customer Engagement Services
CRM Sales & Service
The term “Customer Centric” is found in company mission statements with increasing regularity. Retailers and manufacturers put customers at the center of everything, knowing that this is the basis of business success. Digitalization is changing not only the behavior of end customers and business customers but also their expectations of interactions with retailers and manufacturers. Communications need to be open all the time, and across all channels. Consistent, personalized communications are expected in both sales and service and this demands a constantly updated, complete 360° view of the customer.
Digitalization has brought a significant rise in the flow of information towards the customer. Retailers and producers battle full-time for customer attention, across all possible channels: web-sites, print media, apps, social media. The automation that has made mass distribution of information possible means that end customers are overwhelmed with huge quantities of irrelevant information on a daily basis. As well as damaging brand image and reducing customer satisfaction, this has led to a dramatic fall in conversion rates.
You can break this mass marketing downward trend, by speaking to your customers on the subjects that interest them and targeting them with relevant content. The latest customer segmentation and analysis technologies can bring significant improvements in conversion rates as well as adding cost efficiencies. In the context of E-Commerce and Omni-Channel in particular, valuable customer information is generated, which leads to a far clearer and more detailed customer profile.