Improving Customer Interactions through Channel Management

Our Channel Management expertise spans multiple business functions and industries. Here are some examples of our experiences:

• Helped to transform a high technologies manufacturer into a retail player by launching and managing Web shops
• Developed a channel strategy focused on sales, customer service and delivery for a communications and logistics company
• Enhanced the touchpoints between a government customer and its citizens by consolidating local contact centers and improving its websites and voice routing systems
• Designed and implemented a distinctive and innovative multichannel service model for a bank’s retail and small business customers

Optimal Channel Management Drives Growth and Profits

Channel management can offer significant advantages. These include enabling you to:

• Reduce costs: limit your exposure to rising costs within traditional channels, such as sales forces and retail outlets. You can secure significant savings by implementing self-service facilities and redirecting customers to cost-effective channels
• Improve customer relations: serving customers in their preferred channels improves customer satisfaction and loyalty. By understanding the appropriate balance between ‘high touch’ and ‘high tech’ channels, you can build customer satisfaction
• Increase revenues: matching channels to customer requirements helps deliver personal and rewarding experiences and products. This encourages repeat purchases, cross-sales and referrals. New channels also provide access to untapped markets and can reach underserved customer segments. This increases your market coverage and sales volume

A Multiple Channel Management Approach

Technological developments enable you to interact with customers in a number of new ways. At the same time, customers demand a multi-channel approach that allows them to buy and receive a product or service from you in a way that is convenient for them.

By implementing a harmonized channel management strategy, as opposed to simply adding new channels, you can measure how customer attitudes and behaviors in one channel affect the others. Importantly, Key Performance Indicators (KPIs) should gauge the integrated channel value, rather than favoring one channel at the expense of another.

We work with you to improve and manage your channel maturity through these solutions:

• Multi-channel strategy
• New channel introduction
• Channel migration
• Channel optimization
• Channel integration