Improving the customer and employee experience
Spirit Advisors specialises in operational excellence in the banking and insurance sectors. We work with you to design and deliver both successful customers and employees experiences.
Let’s think symmetry of attention
Improving the customer experience is often at the heart of corporate reflections and transformation plans. However, it does not necessarily prioritise the involvement of internal teams..
To be sustainable, transformation projects transformation projects require equal focus on internal and external stakeholders. The quality of customer relations must be identical to the quality of employee relations. According to a recent survey, there is a significant gap between the perception of customer satisfaction expressed and the estimation of satisfaction by employees.
Customer satisfaction, a fondamental objective
Personalising customer journeys
Mapping out multichannel customer journeys (phone, digital, in-person, etc…) by highlighting the main reasons for customer dissatisfaction and internal pain points.
Personalising customer journeys according to their market segmentation (individuals, professionals, farmers, businesses, etc.) or other criteria based on their assets (wealth management, private banking, etc.) to meet specific needs and preferences.
Organising customer support
Optimising the distribution of activities among physical structures responsible for customer relations (e.g., creation of middle offices, allocation of activities between branches and customer relationship centers), supported by appropriate technical/digital solutions (intelligent voice response (IVR), chatbots, artificial intelligence (AI), etc…)
Improving the efficiency of Customer Relationship Centers (CRCs)
Evolving the roles and missions of CRCs to improve the handling of incoming flows (reducing over-solicitation of employees, task fragmentation, etc.), enhance proactivity (outbound calls), and boost commercial performance.
This should be achieved while pursuing other objectives : upskilling, training, structuring activity management, and fostering a continuous improvement dynamic.
Major gains in optimized processes and customer paths
Customers
For end customers : smooth, multi-channel, optimized customer journeys
Employees
For employees : optimized time for interaction with the customers to encourage customer acquisition and loyalty, and improve quality of life at work.
Corporate
For the company : a culture of customer satisfaction in the heart of the organisation (customer-centric)
An organisation focused on winning and retaining customers
Our client is a regional branch of a major French banking group. It wanted to reorganise the business units involved in managing multi-channel customer requests, in order to improve proactivity and commercial efficiency.
Following an analysis of the current organisation, which highlighted the main sources of inefficiency (customer satisfaction, employee engagement, customer autonomy, over-solicitation, etc.), we redefined the roles and missions of all the business units involved in customer relations.
Spirit Advisors’ distinctive point : The implementation of a new customer interactions organisation resulting from changes in the various structures involved in customer relations.
