Digitalization and Customer Experience Management
Digitalizing business processes requires deep organizational and cultural changes in the way Information Systems are built.
Our expertise in Change Management and Project Agilization coupled with our hands-on knowledge of key enablers and devops methodologies will help you walk the right path towards Full Digitalization.
Digital Maturity Model: Evaluating Your Digital Performance
Succeeding in your digital transformation requires an overall reorganization of your company, not only in the way you manage it and in its structure itself, but also through a day to day challenge of its ways of doing Digital.
This transformation must be driven by clear business and financial objectives, and must also take into account the new digital ways of interacting with customers and partners. We offer a pragmatic approach to the definition and management of transformation programs, adding our experience to all the existing standards defined by the TM Forum. The use of a Digital Maturity Model as a basis for this transformation helps to structure the approach, facilitate the definition of objectives and action plans in the short and medium term, and offer a pragmatic follow-up of the success of this transformation over time. By analyzing more than 180 digitalization criteria, we can clearly define your strengths and weaknesses in your digital value chain.
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Promoting Digital culture through your entire organization
Digitizing a business is not just about processes and technologies.
To truly succeed in its digital transformation, a company must not only transform itself, but also transcend itself to adopt this culture which brings agility, innovation, and modernity. Build internal innovation laboratories, promote cross-functionality, reorganize entities into agile teams by identifying the talents of each person, by experimenting and building tolerance for errors … Becoming Digital requires profound changes and must be part of a global strategy. Several proven tools and methodologies will allow you to evaluate your Digital Culture, and to start the right actions to unlock the potential of your strengths. We can bring you our experience to guide you in this reorganization.
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Definition / Audit of your Customer Experience Management Programs
Now Digital comes first
The new major challenge for any company in 2020 is to offer an exceptional experience to all of its customers. Customer expectations are indeed increasingly growing in this new digital world, in which the slightest communication error can have dramatic consequences for a company, and where the lack of detailed information on customers’ context can generate great frustrations.
The customer experience often starts without the company knowing about it, via social networks or through the company brand impact on internet. It evolves constantly while the customer interacts with your company, via multiple channels, but also uses your services. To successfully manage your customers’ experience, you need to gain a deep knowledge of all their interactions with your brand and their experience at each of these stages. The specificities of the telecommunications industry bring additional complexity to monitoring customers’ experience with the quality of the services used, but when correctly implemented, this information can bring priceless value to better understand your customers and meet their needs.
The top companies in customer management are the ones who can leverage their knowledge of their customers, and are also the best in terms of internal collaboration, strategy and organizational Agility. At TnBS, we consider that the digitalization of the customer relationship is the best way to improve Customer Experience and to conduct a successful transformation.
Our expertise in Customer Experience Management solutions combined with our Big Data skills will enable you to set up the required organization, governance, and tools to allow you to better understand the behavior and experience of your customers, and define the best Business Strategy to improve your Net Promoter Score.
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Business Processes Optimization
Digital Transformation is not only a matter of choosing and implementing new technologies
Optimizing operational performance also means adapting the organization and the business processes, and also training and supporting human resources. Involved for many years in the modeling and optimization of operational processes, the founders of TnBS have developed their own methodology based on animated graphic scenario representations.
These scenarios are then published and shared in the company in order to involve the largest number of employees. They are thus encouraged to express themselves, in a more playful and free way on the hypotheses considered. The opinions collected serve as a basis for improvement and give rise to a new cycle of improvement.
An additional benefit of this approach is to facilitate the participation of external actors in the business, whether they are customers or suppliers. It is also a way for the company to initiate an open innovation approach.
TnBS consultants regularly address such topics and are able to provide advice and support on your projects.
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Implementation of the customer's 360 ° vision and omni-channel processes
Omni-channels Digital processes: when Rome wasn't built in day
Offering a 360° view of the customers relationship with the company is a complex tasks. Systems are numerous, data is scattered, organization is siloed and regrouping all useful information in one single view can prove challenging. Fortunately, many solutions exists and are available on the market either on premise or in the cloud in SaaS. They involve technologies like data virtualization or APIs platforms, and can extremely lower the cost of integrating your data together while providing a unified way of providing this data to all your channels. The key is to remain agile, and to find the right technology that will enable to quickly and incrementally implement the changes.
Multi-channels processes are a key evolution from this consolidation, where end to end customer journeys work seamlessly across channels. Implementing a great multi-channel experience for your customer will not only require reviewing how your organization work to break those silos, but will also require a strong, modern API-enabled BSS.
Based on their experience, TnBS consultants know how to advise on the best solutions for your company and can help you implementing such solutions.