A digital 3600 view of customer service
Our sales and commercial management customer service offering tackles all of these challenges. We take a holistic people-process-technology approach to measuring and managing CX. And we focus on the intersections in the order management process where mistakes occur to identify and resolve customer issues before they escalate.
First, we conduct a complete assessment of your order processes to understand the current state of your business and correctly segment your customers. Through process mining, monitoring systems, and establishing alerts, we gather analytics that provide insights to balance customer satisfaction with total cost of returns. Then we develop a roadmap to put you on the path of transformation.
The heart of our offering is Cora OrderAssist an artificial intelligence (AI)-based order management platform that embeds business rule-driven decision-making. It forms the basis for a modular, scalable, and interconnected set of technologies that increase customer loyalty and improve productivity. It consolidates data across the value chain, delivering actionable insights so you can ensure that goods are where they need to be, on time, every time. It also enables faster, more intelligent exception management, provides real-time visibility into the supply chain, and boosts self-serve options by improving customer interactions and reducing the cost of managing customer queries.
Our customer experience, sales experience, complexity, and risk (CSCRTM) framework comprehensively measures CX and provides prescriptive insights to standardize and automate order lifecycle management. It analyzes data from internal systems and voice-of-customer inputs to spot cross-sell and upsell opportunities.
On top of this, our omnichannel end-to-end CX management system uses next-generation solutions, such as machine learning and conversational AI, to analyze channel effectiveness.
Our solution can run all order entry and fulfillment activities, including validations and exceptions management. And 3600 customer journey mapping identifies gaps in their overall experience to solve problems before they occur.
We can also run customer service operations for our clients – wherever they're based – to add headcount and digital expertise.