CONSULTING

OMNI-CHANNEL MOBILE CARE IS UNCHARTERED WATERS.

 

WE MADE IT OUR BUSINESS OVER THE PAST DECADE TO DRAW THE MAP.

NOACH HERSHCOVIZ

HEAD OF CONSULTING DIVISION

OMNI OR MULTI?

UNDERSTANDING THE OMNI-CHANNEL  GOSPEL

It’s KEY to distinguish BETWEEN omni-channel user experience AND multi-channel.

THE CORE DIFFERENCE IS the depth of integration BETWEEN THE CHANNELS.

 

You can have amazing mobile marketing, engaging RETAIL EXPERIENCE and a well-designed website.

 

But if they don’t work together, it’s not omni-channel.

THE ROAD STARTS WITH A

C-LEVEL DECISION

OMNI-CHANNEL REFERS ALSO TO INTERNAL PROCESSES

REALIZING THAT CHANGING YOUR SERVICE STRATEGY REQUIRES DEEP CHANGE FROM WITHIN.

 

IT IS NO LONGER ABOUT SEPARATE BUDGETS AND WORK PLANS.

 

SERVICE AND SALES CHANNEL INTEGRATION MEANS ALSO THE INTEGRATION OF INTERNAL AGENDAS AND BUDGETS.

 

THIS IS A KEY FAILURE POINT FOR MOST OMNI-CHANNEL INITIATIVES.

 

 

IT'S A PARADIGM SHIFT OF EVERYTHING

IT, MARKETING, SALES, PRICING, COMMUNICATIONS, REPAIR...

THE NEED FOR INTEGRATED CUSTOMER EXPERIENCE BRINGS TOGETHER WORLDS THAT WERE TRADITIONALLY APART.

 

DEVICES NEVER SPOKE TO PROMOTION MANAGERS' SYSTEMS, AND WEBSITES NEVER UNIFIED SHOPPING CARTS WITH STORES.

 

REPAIR WAS NEVER A FRONT-OF-STORE SALES REP. CONCERN AND FAULT HISTORY WAS NEVER REGISTERED FROM THE FIRST MOMENT SOMETHING WENT WRONG AT HOME AND WAS DEFINITELY NOT SHARED WITH STORE PERSONNEL.

 

THESE ARE REAL SCENARIOS OF OMNI-CHANNEL SERVICE.

 

THESE ARE NEW IDEAS THAT REQUIRE COMPLETE REALIGNMENT OF THOUGHT AND INTERNAL PROCESSES.

 

TECHNICAL AND IT ISSUES ALONE CAN BE

MIND BOGGLING

JUST A FEW SMALL EXAMPLES

  • HOW DO YOU INTEGRATE BETWEEN ALL IN-STORE IT SYSTEMS TO WORK FROM A SINGLE TABLET? (SOME OF THEM DATE BACK TO MS DOS ERA)

 

  • HOW DO YOU IMPLEMENT "SAME UNIT REPAIR" FLOW TO COLLABORATE WITH INDEPENDENT REPAIR SHOPS?

 

  • HOW DO YOU MAINTAIN SAME UI/UX OVER ALL CHANNELS? HOW DO YOU CONTROL THE HANDOVER FROM OEM HANDSETS TO YOUR OWN SYSTEMS?

 

  • HOW DO YOU RETAIN SECURITY AND PRIVACY PROTOCOLS IN AN OPEN CROSS-CHANNEL ENVIRONMENT?

 

  • HOW DO YOU MANAGE SSO WHEN SO MANY SYSTEMS AND APPS ARE INVOLVED AND EACH HAS ITS OWN SIGN-UP PROTOCOL?

 

  • HOW DO YOU MAINTAIN IT POLICIES ACROSS CHANNELS THAT ARE NOT IN DIRECT IT CONTROL?

 

  • HOW DO YOU CREATE CROSS CHANNEL INVENTORY VISIBILITY WHEN YOUR ERP IS LOCAL AT CORPORATE?

 

  • HOW DO YOU UNIFY SHOPPING CARTS ACROSS CHANNELS WHEN YOU HAVE SEVERAL DISJOINTED BILLING SYSTEMS?

 

  • HOW DO YOU CONTROL OOBE WHEN THE HANDSET IS NOT IN YOUR PRODUCT SCOPE CONTROL?

 

YOU GET THE IDEA...

EREZ MANOR

CIO

IT AND TECHNOLOGY ISSUES ARE COMPLEX BUT ALL OF THEM HAVE GOOD SOLUTIONS. WE ARE NOT TESTING THEORIES. WE OFFER ADVISE ON THINGS THAT WORK.

WE HAVE ANSWERS.

WE HAVE  PROVEN PROCESSES OF SERVICE DEVELOPMENT.

WE HAVE BEEN DOING THIS FOR OVER A DECADE NOW.

WE BRING DEPARTMENTS AND MANAGEMENT MEMBERS TOGETHER FROM ALL LEVELS CREATING A UNIFIED UNDERSTANDING OF THE ISSUES AND COLLABORATIVE WORK TO RESOLVE THEM.

 

 

 

 

 

 

TAEER VAHABA

SENIOR CONSULTANT

TECH & PRODUCT

WE PROVIDE BUSINESS CASES AND REAL LIFE EXAMPLES

WE SHARE BOTH ANONYMOUS AND OPEN DATA IN TOTAL RESOLUTION

YOU CAN GET ACCESS TO SUCCESS STORIES, OTHER MANAGERS THAT "BEEN THERE, DONE THAT", DEPARTMENTS THAT HAVE ALREADY IMPLEMENTED AND HAVE THE SCARS TO SHOW FOR.

 

WE HAVE A WEALTH OF DATA THAT IS CONSTANTLY ACCUMULATING.

WE TIE EVERYTHING TO ACTUAL NUMBERS

YOU CAN PLAN BUDGETS AND ROI SCENARIOS BASED ON OUR DATA

FULL SPECTRUM FINANCIAL ANALYSIS OF EVERY ASPECT IN "GOING OMNI-CHANNEL".

 

PER DEPARTMENT.

PER SERVICE.

PER EVENT.

PER CAMPAIGN.

PER FAULT.

 

EVERYTHING.

 

BOTH FOR PLANNING AND FOR STUDY OF ACTUALS.

 

WE STAY AROUND FOR MEASURING THE OUTCOME RELATING TO OUR CONSULTING MATERIALS, HELPING YOU FURTHER IMPROVE AND ADJUST FOR MAXIMUM RESULTS.

AND WE REMAIN FOR

AS LONG AS YOU NEED US

SELECTED PARTS FROM OUR CONSULTING MENU:

  • CTO WORKSHOPS  - ON INTEGRATING THE UN-INTEGRATABLES
  • customer experience journey mapping workshop (per channel)
  • nps and omni-channel experience - practical marketing workshop
  • OMNI-SECURITY & PRIVACY WORKSHOPS
  • REAL NFF ABOLISHMENT - PRACTICAL ROADMAP AND SOLUTIONS
  • INTER-DEPARTMENTAL COLLABORATION ON OMNI-PROJECTS
  • UNIFYING CX ACROSS CHANNELS
  • SEAMLESS SERVICE EXPERIENCE ACROSS CHANNELS
  • REINVENTING RETAIL EXPERIENCE
  • THE TABLET ISSUE - APPLE' ising the store the right way
  • omni-channel roi workshops
  • same unit repair solutions
  • front of store repair workshop
  • process enforcement and compliance roadmap
  • business process management - creating processes
  • preparing for iot
  • employee training the staffing changes in omni-channel
  • collaborative systems architecture
  • big data knowledge bases and personalized marketing
  • on-boarding re-invented
  • out of the box experience (oobe) redefined
  • one click setup (OCS) service establishment
  • channel deployments  and maintenance workshop

 

and much more.

 

 

BENEFIT FROM OUR EXPERIENCE

NO NEED TO BURN RESOURCES AND TIME

we don't know who THIS MAN is.

we USE THIS PICTURE FOR making a point.

we are very experienced.

like ELDERLY people.

we know a lot.

we can help.

use us...

WE DON'T SELL TECHNOLOGY

WE PROVIDE A REAL OMNI-CHANNEL PLATFORM SOLUTION

STATE-OF-THE-ART MOBILE CARE PLATFORM, PROCESSES IMPLEMENTATION AND DESIGN WITH FULL ENFORCEMENT MECHANISMS FOR ACHIEVING TOP RESULTS.

WAREHOUSE

AT HOME

SELF ASSISTANCE

ACROSS OPERATOR & DEALERS

RETAIL AND SERVICE LOCATIONS

THE mce RING

UNIFIED MOBILE CARE PLATFORM

ONE DATA | ONE INTERFACE | ONE MANAGEMENT | ONE EXPERIENCE JOURNEY

SEAMLESS ACROSS DEVICE LIFE-CYCLE & ALL CUSTOMER TOUCH POINTS

OUR SERVICES

CONSULTING | TECHNOLOGY | PLATFORM SOLUTIONS | SYSTEM INTEGRATION

AT LOGISTICS

CENTERS

REPAIR

CENTER

BACK OF STORE

FRONT

OF

STORE

CALL

CENTER

WEB

SUPPORT

ON

DEVICE

OUR PLATFORM SOLUTIONS PROVIDE UNPARALLELED RESULTS

NO SLOGANS - REAL INCREASE ACROSS ALL KPIs

OUR CLIENTS ENJOY INCREASE OF THOUSANDS OF PERCENTS IN MOBILE CARE SYSTEM USAGE

OUR REAL BUSINESS

IS YOUR NPS

TALK TO US

WE EXECUTE REAL OMNI-CHANNEL USER EXPERIENCE. WE HAVE THE KNOWLEDGE, THE TECHNOLOGY AND THE CONSULTING POWER TO GET YOU THERE.