SOLUTIONS

WHITE PAPER

ALMOG BEN-HAROSH

CTO

TECHNOLOGY IS SECONDARY AT BEST. IT IS ALL ABOUT CONTROLLING OMNI-CHANNEL CUSTOMER  EXPERIENCE.

 

YES,

WE COVER ALL TECHNOLOGIES

CHECKOUT SOME OF OUR SERVICE MODULES:

CLICK

  • CONTENT TRANSFER

  • BACKUP & RESTORE

  • HW DIAGNOSTICS

  • SW DIAGNOSTICS

  • DEVICE SETUP

  • DEVICE WIPE

  • DEVICE FLASHING

  • AUTOMATED REPAIR

  • AUTOMATED TRADE-IN

  • APPLICATIONS SIDE-LOADING

...AND WE HAVE THEM

OMNI-CHANNEL

COVERING ALL THE BASES

- BACK OF STORE

- FRONT OF STORE

- CALL CENTERS

- AT HOME

- WEB / ON-LINE

- ON-DEVICE

- LOGISTICS CENTERS

- REPAIR CENTERS

- OMNI-CHANNEL

...AND WE HAVE THEM IN ALL DEPLOYMENT FORMS

- MOBILE (ON DEVICE) SELF-ASSISTED

- ON-LINE (SERVICE WEBSITE) SELF-ASSISTED

- POS WORKSTATION (SALES REP. STORE FRONT)

- TABLET STORE MANAGEMENT (INTEGRATIVE FRONT OF STORE)

- TECH LAB STATION (BACK OF STORE)

- THIN CLIENT ARCHITECTURE

- KIOSKS (SELF-ASSISTED)

- CALL-CENTER EDITION (REMOTE ASSISTANCE)

 

 

HOWEVER, THERE IS NO ONE SIZE SOLUTION

EACH OPERATOR IS DIFFERENT. PROCESSES VARY AND INTERNAL DEPARTMENT STRUCTURE AND PROTOCOLS ARE DIVERSE AND SIGNIFICANTLY IMPACT THE ARCHITECTURE OF THE SOLUTION ITSELF.

ALSO, THERE IS NO ONE TYPE OF A CUSTOMER

THERE IS NO ONE "CUSTOMER" JOURNEY. THERE ARE MANY TYPES OF CUSTOMERS, EACH WITH COMPLETELY DIFFERENT JOURNEY SCENARIO TO BE ADDRESSED.

CUSTOMER TYPES & JOURNEYS

A TECH SAVVY USER

SOMEONE'S GRANDMA

AN ALWAYS ON THE RUSH BUSINESSMAN

ENTERPRISE BULK BUYER

SMART-ASS TEENAGER

AN EARLY ADOPTER

RISK AVERSE CYNIC

YOU CANNOT USE OFF-THE-SHELF DROP-TECH PRODUCTS!

!

FULL ADAPTATION IS A MUST

IT REQUIRES A DEEP INTERNAL PROCESS INVOLVING ALL RELATED COPORATE FUNCTIONS:

  1. WORKSHOPS - TO UNDERSTAND WHAT CAN BE DONE
  2. ANALYSIS - OF OPERATOR INTERNAL PROCESSES
  3. ANALYSIS - OF OPERATOR CUSTOMER TYPES & JOURNEYS
  4. ANALYSIS - OF CUSTOMER EXPERIENCE ACROSS ALL CHANNELS AND TOUCH POINTS
  5. ANALYSIS - TO MAP THE GOALS AND GAPS
  6. CONSULTANCY - A SUGGESTED SOLUTION BOOK BASED ON ALL ANALYSIS
  7. SCOPING - TO CREATE SENSIBLE ROAD-MAP TO ACHIEVE OMNI-CHANNEL CARE
  8. CUSTOMIZATION - OF SOLUTION TO ANSWER CUSTOMER EXPERIENCE TARGETS
  9. ADAPTATION - TO THE SPECIFIC OPERATOR IT ENVIRONMENT
  10. INTEGRATION - TO ALL IT SYSTEMS MANAGING THE OMNI-CHANNEL EXPERIENCE
  11. TESTING - OF USABILITY, SECURITY AND NETWORK EFFICIENCY ACROSS TOUCH POINTS
  12. IMPLEMENTATION - STAGED DEPLOYMENT ACROSS ALL CHANNELS
  13. ACCEPTANCE TESTS - AS PER CUSTOMER EXPERIENCE RELATED KPI SETS
  14. IMPROVEMENTS - CONSTANT ADAPTATION TO CHANGING MARKET CONDITIONS & JOURNEYS
  15. ON GOING MEASUREMENT AND ADAPTATION TO CUSTOMER NEEDS & EXPERIENCE LEVELS

 

 

 

AND IT HAS TO BE

OMNI-CHANNEL

CURRENT CARE SOLUTIONS PROVIDE SEPARATE & BROKEN EXPERIENCE

REAL MOBILE CARE PROCESS EXTENDS ACROSS MULTIPLE CHANNELS AND TOUCH POINTS.

 

IT IS NOT JUST HAVING A MULTI-CHANNEL APPROACH BUT WHEN ALL CUSTOMER TOUCH POINTS COLLABORATE TOGETHER AROUND CUSTOMER EXPERIENCE.

 

YOU START AT STORE, CONTINUE AT HOME, OR VICE VERSA OR ANY OTHER WAY INVOLVING ON-DEVICE, ON-LINE AND FACE TO FACE ACTIVITIES BOTH SELF ASSISTED AND GUIDED.

 

THESE ARE NOT SEPARATE OR DISJOINTED CHANNELS. THEY ARE ONE. NO SOLUTION CAN REALLY MAKE A DIFFERENCE IF NOT PROVIDING CUSTOMERS A SEAMLESS EXPERIENCE ACROSS ALL CHANNELS SIMULTANEOUSLY.

RETAIL

WEB

ONLINE

ON
DEVICE

WE DON'T SELL TECHNOLOGY

WE PROVIDE A REAL OMNI-CHANNEL PLATFORM SOLUTIONS

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

WAREHOUSE

AT HOME

SELF ASSISTANCE

CORPORATE & DEALERS

OPERATIONS

THE mce RING

UNIFIED MOBILE CARE PLATFORM

ONE DATA | ONE INTERFACE | ONE MANAGEMENT | ONE DEVICE JOURNEY

ACROSS DEVICE LIFE-CYCLE & ALL CUSTOMER TOUCH POINTS

OUR SERVICES

CONSULTING | TECHNOLOGY | PLATFORM SOLUTIONS | SYSTEM INTEGRATION

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

IT IS ALL ABOUT USE EXPERIENCE.   TO MAKE A DRASTIC CHANGE REQUIRES DEEP COMMITMENT ACROSS MULTI-CHANNEL DEPARTMENTS ACROSS ALL OPERATIONS.

 

GIVE US 60 MINUTES  AND WE'LL  PROVIDE BUSINESS CASES AND OVERVIEW OF WHAT CAN BE DONE.

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.