CAPABILITY STATEMENT. We deliver next-generation customer strategy and contact centre transformation advisory based on our award-winning expertise.

Transcription

1 CAPABILITY STATEMENT We deliver next-generation customer strategy and contact centre transformation advisory based on our award-winning expertise. Transforming customer experience

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3 INTRODUCTION Stellar Evolve, the management consulting arm of Stellar, combines leading international consulting experience with operational expertise to deliver practical business solutions. Stellar is a leading provider of multi-channel customer facing solutions. With offices in Australia, Asia, North America and Europe, we partner with some of world s most recognisable brands to design, transform, and deliver award winning customer experiences across voice and digital channels. Emerging technologies, increasing connectivity, and instant access to information and products in the global marketplace are rapidly changing customer expectations and behaviours. Stellar Evolve s advisory services, supported by our proprietary methodology, enables businesses to become more customer centric and increase profitability, using tried and tested methods of customer-led transformation. As the consulting partner of Customer Service Institute of Australia (CSIA), Stellar Evolve helps organisations attain CSIA Certification. All of Stellar Evolve s consultants are trained on the CSIA Framework and have the experience of applying the framework to different businesses to achieve CSIA Certification. 3 START THE CONVERSATION TODAY. Amrita Bhattacharyya Director, Consulting Services amritab@stellarevolve.com.au phone:

4 OFFERING STRUCTURE Stellar Evolve focuses on twelve key offerings under three pillars. 4 CUSTOMER STRATEGY CUSTOMER INSIGHTS CONTACT CENTRE OPTIMISATION Every company needs to deliver the best possible customer experience for their customers. Doing this requires a comprehensive customer strategy, an optimal channel mix and implementation methodologies. That s where our expertise lies. Customer Strategy Digital Transformation Strategy Customer Journey Mapping Service Design Understanding your customer is the first step in being able to give them what they want. We have almost two decades of customer conversations under our belt, combined with Tier-1 consulting expertise to get to the core of who your customer is. Customer Experience Assessment Customer Research Voice of Customer Program Customer Metrics Framework There are a number of elements to get right in a high performing contact centre. We will show you how to resolve operational issues and implement best practice. Operations Review Contact Centre Technology Review Sales Maximisation Quality Framework In addition to our twelve key offerings, we also provide advisory services related to CSIA Certification and provide services relating to contact centre operations such as customer service training and workforce optimisation. Everything we do is underpinned by our proprietary methodology on page 8.

5 Our Customer Experience Lab leverages state-ofthe-art customer analytics tools to provide insights backed by data. CUSTOMER STRATEGY Customer Strategy is a customer-led vision and plan that informs all areas of the business that impact customer experience. It defines the point of differentiation of the business from a customer point of view. Customer strategy can offer differentiation through the business model, operating model, product, pricing, or customer facing processes, systems, and technologies. DIGITAL TRANSFORMATION STRATEGY Organisations today offer an ever-increasing number of channels. Digital Transformation Strategy analyses the customer base, their needs and interaction preferences, and defines the optimal approach to deliver the desired multi-channel/ omnichannel customer experience to drive greater advocacy and loyalty in a cost effective manner. CUSTOMER JOURNEY MAPPING Customer Journey Mapping helps organisations assess current customer journeys and identify opportunities for improvement and innovation. Our methodology takes a holistic approach to identify how the entire value constellation can be leveraged to deliver a differentiated customer experience. SERVICE DESIGN Service Design involves the design and operationalisation of a tailored customer experience with the right organisational alignment and capabilities to deliver your brand promise. Leveraging existing operational and customer insights, we design customer experience specific to your existing and future customer base. CUSTOMER EXPERIENCE ASSESSMENT We will undertake a comprehensive multi-channel assessment of the customer experience delivered by your organisation today, to identify opportunities for improvement and innovation. Our Customer Experience Lab leverages state-ofthe-art customer analytics tools to provide insights backed by data. CUSTOMER RESEARCH Customer Research methods involve qualitative and quantitative research based on our clients requests and range from the exploratory for a potential customer base to a comprehensive deep dive prior to a new product launch or experiential assessment of customer experience through mystery shopping. 5 Transforming customer experience

6 6 VOICE OF CUSTOMER PROGRAM While most organisations have an existing voice of customer program, often insights derived from the program are not used to drive customer experience improvement effectively. The Stellar Evolve framework defines a Voice of Customer program that is useful and effective. CUSTOMER METRICS FRAMEWORK Enterprise level Customer Experience metrics are in general good indicators of overall customer experience, but often fall short of deep actionable insights. The Customer Metrics Framework provides a line of sight from operational metrics to customer driven business outcomes. CONTACT CENTRE OPERATIONS REVIEW Contact Centre Operations Review involves an in-depth assessment of a contact centre s operations to determine opportunities to improve efficiency and effectiveness, as well as people capabilities. This includes operating model and team structure, workforce optimisation, reporting and performance metrics, channel management, performance and alignment, training, knowledge management, quality management, and enabling technologies. CONTACT CENTRE TECHNOLOGY REVIEW Contact Centre Technology Review involves a detailed assessment of the technology stack enabling multi-channel operations. We will determine fit-for-purpose for short-term and long-term business strategy and target customer experience. Quality is key to providing a consistently superior customer experience. Our framework evaluates existing operating rhythm and quality control processes for customer facing staff. It also includes the assessment of hiring profiles, hiring processes, induction and related practices. SALES MAXIMISATION This offering is focused on defining the optimal approach to increase inbound voice and chat sales. Areas of focus include culture, processes, KPIs, and systems. Our framework provides a method to evaluate operations and drive continuous improvement on an ongoing basis. QUALITY FRAMEWORK Quality is key to providing a consistently superior customer experience. Our framework evaluates existing operating rhythm and quality control processes for customer facing staff. It also includes the assessment of hiring profiles, hiring processes, induction and related practices.

7 WHY STELLAR EVOLVE? Stellar s strength is in its culture and people, with 90% employee satisfaction and over 4000 employees within our operational centres. Stellar Evolve combines decades of operational expertise with Tier-1 consulting experience and hands-on customer service experience. We harness everything we ve learned from 18 years in the industry to optimise your customer experience today while preparing you for the customer of tomorrow. Stellar Evolve prides itself on delivering tangible and sustainable outcomes for our clients, bringing key strengths to each engagement. INTERNATIONAL EXPERTISE International Tier-1 and Big 4 consulting experience with Fortune 1000 companies. LEVEL OF EXPERIENCE Our consulting leadership team have a proven track record of successfully delivering large-scale customer service transformation projects. STRATEGY TO DELIVERY Comprehensive offering underpinned by handson multi-channel delivery experience. 7 THOUGHT-LED, OUTCOME-FOCUSED Our proprietary methodology is derived from agile innovation, design thinking and blue ocean strategy principles. It s flexible to be tailored to medium-sized and large businesses. PARTNERSHIP APPROACH We are authentic and passionate, and work with our clients in the trenches to provide a market advantage through customer-led strategies. Transforming customer experience

8 STELLAR EVOLVE METHODOLOGY 8 Stellar Evolve s proprietary methodology places the customer at the heart of business strategy. Our methodology is derived from agile innovation, design thinking and blue ocean strategy principles. The structure of the methodology is modular. It can be used in parts, to deliver specific offerings; or as a whole, to define customer strategy for an organisation. It is adaptable and can b used for mid-sized as well as large organisations. At the heart of the methodology are six key areas that an organisation needs to focus on. In the era of constant change, customer strategy is the only viable strategy. CUSTOMER NEEDS CAPABILITIES COMPETITIVE LANDSCAPE CULTURE CUSTOMER STRATEGY ALIGNMENT VALUE INNOVATION

9 CUSTOMER NEEDS Evaluate customer needs stated and unstated to determine the job to be done. Assess existing as well as potential customers to identify the ideal customer profile and market opportunity. COMPETITIVE LANDSCAPE Analyse the competitive landscape to identify the market forces impacting your value offering. Assess emerging trends that could be differentiating or disruptive for your product or service. VALUE INNOVATION Based on the findings from assessment of customer needs and marketing insights, find opportunities to innovate and finalise the offering to deliver true value to your customers. 9 CAPABILITIES Identify capabilities that will enable the desired customer experience for your target customer base in the most cost effective manner. Capabilities include systems, processes, skills of customer facing teams, and the ability to evaluate the customer experience delivered on an ongoing basis. ALIGNMENT Align existing and new capabilities with organisation structure and policies to deliver the customer value in the most efficient and effective manner. CULTURE Design a customer-centric culture that reflects your organisation s values and brand promise. We recognise that our clients want to achieve optimal performance today and simultaneously prepare for tomorrow s customers. Transforming customer experience

10 STELLAR EVOLVE CASE STUDY TIER 1 BUILDING MATERIALS MANUFACTURER 10 BACKGROUND Define a multi-channel customer strategy and transformation roadmap SOLUTION An established market leader was under pressure from low cost competitors. They were seeking to improve customer experience. WHAT DID STELLAR EVOLVE DELIVER? Our assessment revealed a high-effort customer experience, due to immaturity of key capabilities. This, coupled with high-cost customer service operations, was costing the client in more ways than one. Stellar Evolve defined a high-level customer strategy and transformation roadmap with supporting business cases. Recommendations were: Category strategy and simplification Customer-centric culture change Self-service portal enhancements Process automation opportunities to improve agent and customer experience Workforce management practices in contact centre The company has embarked on the two-year implementation roadmap. STELLAR EVOLVE CASE STUDY GLOBAL TRAVEL AND LEISURE COMPANY BACKGROUND Improve cruise cancellation experience through customer research SOLUTION A cruise provider needed to develop deeper insights and actionable outcomes for their customer experience. WHAT DID STELLAR EVOLVE DELIVER? We conducted customer surveys and analysis of selected customer interactions; including pre-cruise communications, cancellations, etc. We recommended the company: Optimise cancellation outcomes for customers through process change Enhance customer experience through redefined communication process

11 STELLAR EVOLVE CASE STUDY MAJOR TRANSPORT AGENCY IN NSW BACKGROUND Define a customer service transformation strategy and roadmap SOLUTION A major transport agency in NSW was seeking a customer-centric culture shift and customer experience transformation. They reached out to Stellar Evolve to embark on the journey to certification with the Customer Service Institute of Australia (CSIA). WHAT DID STELLAR EVOLVE DELIVER? We conducted current state analysis through customer research and staff interviews to define a transformation roadmap for the customer service function. This informed the design and development of the process and materials required for Accreditation with the Customer Service Institute of Australia. The agency received CSIA Accreditation with an excellent score. 11 STELLAR EVOLVE CASE STUDY LEADING ONLINE WINE RETAILER BACKGROUND Define transformation strategy to scale operations to meet growing demand. SOLUTION Rapid growth in online sales in the ANZ markets put pressure on the business ability to operate at scale particularly in the contact centre. WHAT DID STELLAR EVOLVE DELIVER? We conducted an operations review of the contact centres across all brands, particularly in the areas of workforce management and organisational structure. We provided the client with an improved approach to their contact centre management, through workforce management best practices. We developed an implementation guide for people performance improvements with projected savings of $1m on completion. Every company needs to deliver the best possible customer experience for their customers. Doing this requires a comprehensive customer strategy, an optimal channel mix and implementation methodologies. That s where our expertise lies. Transforming customer experience

12 INDUSTRY EVENTS Want to meet the team? You can find us at industry events across Australia. PAST EVENTS Chief Customer Officer Forum, April 2017: Co-presenting a Case Study with our client on CX Transformation CSIA Event Think, Eat, Act, March 2017: Moderating a panel discussion on CSIA Certification Industry Event: Government Digital Transformation Conference, Oct 2016 Industry Event: Econsultancy IBM Marketing Cloud, Aug 2016 Customer Experience Challenges, Trends, and Best Practices Industry Event: CSIA Awards October 2015 In Business at Warp Speed, Customer Strategy is the Only Strategy Conference: Auscontact National Conference, Sydney Sep 2015 The Evolution of the Contact Centre in the Digital Age Conference: Call to Excellence, Melbourne May 2015 The Evolution of the Contact Centre in the Digital Age Conference: Customer Experience Management Forum, Sydney Feb 2015 Real-time Customer Experience Management is a Reality Conference: Government Contact Centre Summit, Sydney Aug 2014 Driving Customer Experience Excellence through Public Private Partnerships START THE CONVERSATION TODAY. Amrita Bhattacharyya Director, Consulting Services amritab@stellarevolve.com.au phone: