Major Financial Services Firm Overhauls its Customer Engagement Strategy with Eventus Solutions Group
DENVER CO — Financial services organizations are facing a double whammy. While many are still recovering from the Great Recession, they are also adjusting to the emerging realities of competing in the Age of the Customer, where their ability to succeed depends on superior engagement with their customers. One major multinational financial services firm realized it needed external resources and expertise to craft a strategic plan for dealing with these realities. They turned to the Eventus Solutions Group for a strategic global contact center assessment.
The firm wanted to align its business drivers with technology plans to increase customer retention, drive higher wallet share within its customer base, and provide a seamless customer experience across all touch points. A small team of highly experienced Eventus contact center consulting experts took less than five months to deliver a company-wide contact center assessment, highlighting the current state, the desired future state, a full gap analysis, recommended strategies, a multiyear technology roadmap, program plan and full financial analysis.
During the project, Eventus was able to document business requirements for all of the firm’s customer-facing organizations. It also worked with both line of business and IT stakeholders to create detailed designs, gather feedback, and develop focused recommendations with specific actionable next steps. Operations and technology tactical and strategic recommendations encompassed areas such as knowledge management, co-browse, process analytics and automation, workforce management and quality assurance improvements.
“This is an ideal time for financial services firms to undertake a comprehensive contact center assessment,” said Craig Tobin, Eventus Managing Director. “Now that we are in the Age of the Customer, simply maintaining the status quo is no longer a viable strategic option.”
It can be hard to fathom a life without customer service in it. Before remote desktop support, live chat and other contact center solutions, there were complex phone trees and outsourced call centers and before that there were buggy IVR systems and telephone switchboards connecting you to the store you purchased the product from.
The past few decades have seen the business world sway multiple times between call center outsourcing and internal call center operations.