Digitisation of Customer Processes

Best Digital Disruption: Digitisation of Customer Processes

Would you like to offer your customers a consistently positive customer experience, but your customer-related processes and procedures are reaching their limits?

We will be happy to help you analyze your existing CRM core processes and identify process gaps as well as optimization and digitization potential. If, for example, your CRM core processes still have many manual process steps, if there are slow throughput and response times, or if there is a lack of information transparency among different process owners – we will work with you in process workshops with the relevant stakeholders to gain a deep understanding of your current CRM processes. On this basis, we derive requirements for your CRM target processes, taking into account industry-specific best practice processes in marketing, sales and service. We then define your optimal and customer-centric end-to-end CRM processes, which we document and implement in consultation with you.

Your added value and benefit of our digitisation of customer processes offering:

  • You get an overview of your CRM core processes according to a structured criteria catalog that helps you identify process steps along the customer journey that cause a negative customer experience – be it, for example, through long process cycle times, media discontinuities, renewed collection of customer information that should actually already be known, or a multitude of customer contact persons in the course of the process (no single point of contact).

  • Based on this as-is analysis, with identification of optimization and digitization potential, we work with you to define customer-focused end-to-end CRM core processes with the goal of a positive customer experience across the entire customer journey.

  • Benefit from our detailed understanding of the industry and CRM in combination with process and IT know-how to design your CRM core processes holistically, as lean as possible and in the interest of your customers.

Other relevant components from our service portfolio in this context: