Customer service design
Make customer service a differentiator by designing people, process and technology around what your customers actually need.
The challenge
Many companies want customer service to set them apart but struggle to design it. Front-line resources are limited, and systems don’t connect customers, contact centers and factories or suppliers. Improving service means combining ease-of-doing-business work with the right system support, and starting from the customer’s point of view.
How we approach it
We look at six elements across people, process and technology:
- Delivery model: balance transaction, expertise and strategy-based service.
- Organization development: hire, onboard and train around who your buyers are and what they need.
- Voice of the customer: gather feedback from customers and front-line staff, and act on it.
- Input channels: support the channels customers use and route questions to the right person.
- Performance monitoring: set clear metrics adjusted for the customers each person serves.
- Continual improvement: reduce rushes, changes and holds, with visibility across the end-to-end process.
We act as an independent, neutral party for voice-of-the-customer work and help measure performance even when you think the data isn’t there.
Questions we help you answer
- What do customers say about doing business with us?
- Where do requests get stuck between teams?
- How should we measure service performance fairly?
- Which improvements should come first?
More ways we help: run a tighter operation
All solutionsFinancial planning and analysis
An FP&A function that explains the past with facts and plans the future with confidence, with planning and analysis designed to work together.
Sales and revenue operations
Connect sales and finance through the processes and systems that support them, so your sales team can stay focused on selling.
Product data management
Align marketing, supply chain, engineering and manufacturing on one accurate, complete view of your products, inside and outside the company.
Ways to start
Start small and go as deep as you need.
- 30 minutes
30-minute working session
Map the decisions you own and the metrics behind them, and see Clarity answer questions like yours.
Book a session - Half a day
Half-day discovery workshop
We work with your sales, marketing, finance and operations leaders to find the real problem, the risks in the way and what to do next.
About the workshop - 30 days
30-day sales performance assessment
A clear baseline of your price, volume and mix performance by product and channel, so you know where you’re winning and losing.
About the assessment