7 Ways Our Outsourced Customer Services & Solutions Can Deliver Exceptional Customer Experiences  & Business Performances

Transforming customer service operations and experiences can seem like a daunting task alongside the daily pressures of a business or department. Just knowing where to start can be difficult. ProcessFlows specialise in a range of outsourced customer service & support solutions and managed services. We don’t provide CRMs but we do make them and your customer operations work better to deliver exceptional customers experience at lower costs.

Here’s what we can do for you:

  • 1

    Outsourced Customer Service & Support

    We can deliver exceptional customer experiences as well as customer service resource and tasks as a service/ Pay-As-You-Go. All delivered by our own world-class European service delivery centre to the SLAs that you need.

    From a single point of contact service to handling technical support or sales enquiries, we can extend hours, reach and performances of customer operations, address gaps as well as deliver new customer services all together.

    Our next generation services desks can deliver everything from traditional customer support to exceptional customer experiences. Customer experience that are proactive, process driven, 24/7, multilingual, unlock new performances and possibilities blending Artificial & human intelligence with Automation as well as unifying multiple communications channels.

    Reduce operational SGA costs between 20-50%

    The results are exceptional customer experiences and operational performances – the kind that differentiate and transform business results – All based on the kind of capabilities that are simply not available in house and now are available as Pay-As-You-Go:

    • Our Helpdesks & Service desks can be tailored to your specific customer service and experience requirements. To fill a gap, scale or reduce an existing customer operation or to establish a new service from scratch.
    • Customer facing skills, tasks or outcomes as a service
    • All types of customer operations and tasks – Technical (not just IT) 1 to 3 level support to non-technical ie sales queries, bookings or business generation etc
    • Customer helpdesks or proactive service desks
    • Dedicated or shared desks at even lower cost
    • To extend & enhance or replace your operations
    • Seasonal, part-time or 24/7/365
    • Reactive or customer outreach, proactive service/ customer ops monitoring, etc
    • Multilingual options – Currently 14 languages and expanding
    • Managed Single point of contact (SPOC) experience delivered by ourselves or hybrid of 3rd party, ourselves and you in-house.
    • across telephone service or multi-channel communications – Voice, email, Text, chat, service portal etc
    • Based on time, aligned heads, outcomes or SLAs
    • Industry best practice for service desks & projects – Prince2, ISO, ITIL alignment
    • World-class customer service & operations management systems – ServiceNow
    • Our service delivery centre can use your own systems, or our systems for customer service desks and automation – depending on what meets your requirements. Experts in Digitisation, automation, process management & Managed IT services to deliver hybrid next generation customer services without the pain
    • Full Account Management with Continual service improvement program and shift-left methodology for continuous innovation – Elimination, self-service, automation, first contact resolution, escalated call, subject matter expert
    • Knowledge base creation.
    • Governed problem, case and change management processes
  • 2

    Unified & Multi-channel Customer Communications & Experiences

    Customers expect much more than traditional telephone based support, they expect multi-channel and unified experiences. We can provide this functionality or capability as a service to fill any gaps you may have.

    • Traditional – 24/7/365 service delivered by human agents via telephone, email, Mail etc
    • Proactive – Automation Proactive outreach services to drive automation of ticket updates, monitoring alerts
    • Service Portal – End user service, portal & catalogue, for a seamless user, experience, initiate, requests, user education & address basic problems
    • Live Chat – Real-time chat-based, interaction and support as a convenient, alternative to traditional methods
    • Virtual Agent – Future vision of automated/AI driven interactions via voice, chat or app-based systems in multiple languages

    80% of businesses are looking to invest in omni-channel experiences in some form. 66% of CEOs expect their business model to change in the next 3 years  – Gartner

  • 3

    Real-time Visibility and Intelligence Around Customer Experience KPIs vs Performance

    Getting real-time visibility and control of your Customer experience and operations is a real challenge for many businesses – Just understanding 360°status can be challenge let alone performance via KPIs or trends. Essential customer experience and services touch-point data is often unstructured in nature, dispersed across multiple systems, different departmental processes (Sales, Support & Operations, Finance and Marketing) as well as documents types and reports.

    We provide Business Intelligence and Data Analytics capabilities to bridge the silos and turn data and data sources into actionable insights. We provide you with the information, visibility, understanding and control of your experiences and operations. It’s an essential platform for transforming customer experiences.

    We use Business Intelligence & Data analytics tools such as Business Intuitive Dashboards and Microsoft Power Platform BI to Digital workflows and integration services that connect process and data.

  • 4

    Unify Traditional and Digital Customer Processes and Data

    We help capture customer requests & information securely and efficiently using digital forms, customer portals or by integrating systems and workflows directly.

    Where this isn’t possible, we offer automatic customer data capture, extraction and classification to digitise information from any source and make it ready for further automated or digital processing and workflows. ie Terms and conditions, customer correspondence, NDAs and support documents. It’s an essential 1st step to remove challenges associated with search, errors, lack of or missing information etc. This stage can also be complemented by Artificial Intelligence to identify and extract key information from unstructured data to partially structure the data ready for automation. Where exceptions occur, a service desk can validate any result Single Point of contract and access to your contracts.

    Where proprietary and legacy systems such as CRMs are a barrier to new customer experiences or a source of efficiency, we also offer workflows or data migration services to automatically extract and migrate the data and databases.

  • 5

    Remove Inefficiencies in Handling Any Customer Facing Correspondence or Templates

    Break the silos & establish a single point of control for managing, sharing and accessing all customer facing documents and templates form anywhere including your CRM – from branded emails, proposals, SoR, SoW, Contracts, presentation, procedures.

    This removes massive inefficiencies, risk and ensures every customer facing teams can leverage the strongest and correct messaging as well as tailor it with ease to their own customer’s engagement and opportunities. Just this one area is a completely underestimated drain on workplace productivity.

    Remove bureaucratic information silos and empower teams to create and share best practice based on their roles in the tools that they use everyday ie Microsoft 365.

    To makes sure there aren’t ghost or forgotten processes, we also offer Data compliance health checks that look for sensitive.

  • 6

    Standardise and Automate Customer Facing Processes

    A key source of challenges in customer operations is lack of process management. Whilst businesses often have policies, they aren’t enforced which leads to inefficiencies, errors, compliance risks and poor performances as well as experiences.

    We can digitise, manage and enforce all customer workflows and processes –from simple “out of the box” cloud platforms to fully bespoke and customised workflows and platforms.

      • Digital and legal enforceable customer agreements and workflows to replace paper based agreements
      • Integrate various core systems and workflows (ie from sales to delivery etc)
      • Customer requirements capturing or health checks
      • Case management and standard operating procedures for specific requests and case – Complaints, GDPR requests, change requests etc
      • Specific user-based permissions & workflows
      • Mark-up, redactions and versioning capabilities
      • Clause libraries or templates to help quickly draft, revise, and publish contracts, proposals etc with pre-approved clauses
      • Dashboards for a single point of view of status and performance tracking
      • Automated processes – ie renewals, alerts, clause monitoring
      • Secure remote or mobile access to customer workflows
      • Where tasks or processing volume is a manual challenge we automate tasks for further efficiencies – renewal alerts, notices, high volume changes

    For the most challenging requirements, our expert teams can deliver fully customised and automated workflow based on industry standards best practice for Business Process Management & Notations (BPMN 2.0).

  • 7

    Understand and Plan Your Exceptional Customer Experience

    Every business has different customer experience requirements and starting point. What is right and appropriate for one may be a step backwards or a quantum leap for the other. We always start with understanding before recommending, optimising or digitising any customer operation

    We use a formal discovery process and structured methodology for assessing, planning and delivering transformation – It’s the safest approach and delivers the best results for each business.

    Key elements and stages include

    • Understand specific business & operational requirements and case challenges
    • Understand the operational context – Map existing customer processes including interconnected processes, people and systems – upstream and downstream.
    • Confirm assessment results, highlight gaps and propose any specific recommendations across people, process and systems
    • Once a specific Customer operations solution and or service is agreed, our accredited project management team manages the smooth implementation process through to signoff and transition to continuous improvement.

    Not sure where to start your customer experience transformation – Book your Free of Charge Consultation below to start reimagining and creating your own exceptional customer experiences

At ProcessFlows we have a number of different solutions and approaches to transforming your Customer Experience. If you are not sure which one is right for your business, book in a Free consultation below.

We offer no-obligation, free of charge assessments, consultations and business cases to help you identify the right solution for your organisation. To find out more or to book a consultation, please call +44 (0)1962 835053, email enquiries@processflows.co.uk, or fill in the form below.

Thank you for your interest, we look forward to working with you.

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