practical customer experience management for b2c
TRANSCRIPT
www.scnsoft.com © 2021 ScienceSoft ®
Practical Customer Experience Management
for B2C
www.scnsoft.com © 2021 ScienceSoft ®
Key Facts
ScienceSoft is an international IT consulting company providing
smart CRM and CXM solutions since 2008
700employees
Customers in 42 countries,
including Fortune 500 companies
13 years of CRM & CXM experience,
32 years in IT business
www.scnsoft.com © 2021 ScienceSoft ®
Companies that Use Our Software
75% of our revenue comes from 1+ year-long customers
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Industry Focus
Retail
Banking
Healthcare
Telecom
www.scnsoft.com © 2021 ScienceSoft ®
Our Solution
Collect CX data
Analyze it
Take CX-influencing actions
Re-evaluate
We provide the CRM-based solution covering all stages of the CXM cycle:
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Collect Data: Accidents Affecting CX
Storing the information about all customer service failures
Product / service unavailability
Wrong invoice sent to a customer
Missed delivery deadlines Unsatisfactory customer service
Missed follow-ups
Lack of customer support
Long queues
Slow e-commerce / self-care portal!
!
!
!etc.
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Collect Data: Voice of the Customer
Proactive gathering of customer satisfaction information from
all available sources:
CXM solution
online reviews
customer feedback (via web forms, live
chat, call center, in-store surveys, etc.)
social sentiment tracking, etc.
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Analyze Data: Advanced Analytics
Smart customer segmentation
based on customer value
Customer satisfaction analysis
based on customer clustering
Influencer recognition
based on customer behavior patterns
Brand health monitoring
identifying all undercurrents that may
influence your brand image
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Analysis Based on Customer Clustering
Comprehensive analysis of specific customer clusters defined by their
demographic, psychographic, geographic and more criteria
Women,
Aged 35-40,
Dallas area
Average customer
satisfaction rate:
47.3%
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Take Actions: Customer Engagement
Personalized
communication
management
Customer
loyalty
management
Influencer
relationship
management
Post-sale
customer
engagement
%
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Take Actions: Corrective Actions
Interactive, automated workflows for:
Preventive actions
targeting trends that may influence the brand image
Immediate actions
sending the first apology letter, giving a discount, etc.
Long-term actions
opening new locations, introducing new quality policies,
hiring more staff, etc.
Cross-department collaboration
Communication platform which brings together
all staff members to discuss particular cases
1
2
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Re-evaluate
Dynamics and cause-effect analysis of the following metrics:
CXM strategy adjustment
ROIcustomer acquisition costs
customer retention
repeat purchases
social engagement
Business results
Customer behavior
Actions
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In Practice
Business results
VoC
Actions
Data analysis
Data collection
VoC 17 stores show lower satisfaction across multiple CSRs
Their sales per sq. ft. is lower too
Attempts to attribute it to the assortment and OOS
no correlation
Field audit scheduled
Long queues found
Corrective measures planned for 8 stores
Corrective measures tracked
Corrective measures done for 5 stores
Customer review: customer satisfaction increase
among clients in the stores affected by improvements
Sales per sq. ft. shows year-over-year growth
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Focusing on Brand
We believe that in B2C it is vital to implement customer experience
management at the brand level, not at the one of the entire company.
To provide the appropriate CXM solution, we take into account:
BRAND IMAGE
BRAND POSITIONING
BRAND VALUES
BRAND VISION AND MISSION
BRAND TARGET AUDIENCE
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Our Services
Customization
Data cleaning & migration
System integration (with a website, customer support, ERP, etc.)
Maintenance
FULL-CYCLE SERVICES
Business analysis & conceptual roadmapping1
2
3
6
4
User adoption trainings
5
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Technical Implementation
Cloud solutionOn-premise solution or
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ASP.NET, DevExpress, REST, Web UI, Chart controls
Success Story
Brand Health Monitoring for an FMCG Company
Tools & Technologies
Analytical solution that
collects survey data and
processes it to reveal
the full potential of
brands, shifts in market
share as well as to
predict what to expect
after altering brand
positioning
Customer Solution
FMCG company
that has 8,000
brands and over
400 factories
around the world
and operates in
over 80 countries
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Success Story
Loyalty Program for a Media Company
Loyalty program module
of MS Dynamics CRM for
tracking the order
history and
management of
promotion campaigns
for over 5 mln readers
Online media
company with
1,300 employees,
5 mln readers
and around
350,000 corporate
subscribers
Customer Solution
Tools & Technologies
MS Dynamics CRM, .NET, WPF, MS Reporting Services
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Windows RT, WinRT, C#, XAML, SQLite
for WinRT
Success Story
Field Audit Mobile App
Tools & Technologies
Mobile app which allows
brand managers to
assess customer service
on the spot. The solution
powers the regional
branches of Burger King,
KFC, Friday’s and many
more
Customer Solution
European company
offering mobile
quality assurance
tools to clients in
the food industry,
healthcare and
retail
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How to Start
Contact us
Get a workshop
Get a proof-of-concept of your CXM solution
www.scnsoft.com © 2021 ScienceSoft ®
Let’s Keep in Touch!
Europe Gulf Cooperation Council
The United States
The Nordics
Latvia
+371 2569 2767
The UAE
+971 585 73 84 33
Headquarters
+1 214 306 68 37
Finland
+358 92 316 30 70