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Issues are unpredictable but you can sail through with experience approach on support and services, you definitely need experts from team mirketa to help you through.

Service Process Design & Transformation

From the first tier response to multi-tier case management, we work with you to define your customer service processes that provide the best experience to your customers across the different service channels.

Our service process design and transformation services include:

Integrated Service Process (Re) Design

Our service process consultants and Salesforce.com solution architects work with you to document the current customer service solution and propose a new solution that is integrated with your operational processes, hosted applications and on-premise systems. As part of our deliverables, we provide you with an end-to-end service process documentation with role definitions, deliverables from everyone involved in the process, SLAs, process cost and metrics for your entire service process.

Typical engagement duration: 12 weeks

Customer Data Analysis

Our data analysts (statisticians with Six Sigma experience) review your customer service data from different systems to understand data correlations and trends. We connect different data points to create a 360 degree view of the experience and sentiments of your customers with your products and service teams. We provide you an executive report that summarizes the overall customer experience and cost of service.

Our process consultant and technical analyst review your current processes and system’s capabilities and recommend a set of metrics that provide a good view of the service demand, quality of service and the cost of service. Depending upon the type of data and systems, our data analysts’ team may include business intelligence (BI) analysts and/or our big data experts that specialize in making sense of vast amounts of structured and unstructured data from your internal platforms and external social platforms such as Twitter, Facebook and LinkedIn.

Typical engagement duration: 8 weeks

Service Dashboard

Our service process consultants and technical team work together to develop a service dashboard that provides insight into the performance of your service team, quality of overall customer experience, resource forecasts (people, data, etc.). Our service process consultants work with your team to understand your needs and get alignments with different teams within your organizations. We build dashboards that use integrated data from your on premise systems, hosted applications and external social platforms such as Twitter, Facebook, and LinkedIn.

Typical engagement duration: 8 weeks

Service Methods and Procedures

Our service process consultants work with your team to understand your service eco-system, including your customer profile, company culture, structure, systems, and processes. Based on that they develop a service playbook that details out the various processes, methods and procedures to manage and solve your customer’s issues at the lowest cost while providing a great customer experience. In our service playbook we capture the internal best practices, add industry best practices and develop procedures based on your system capabilities. As a part of the overall engagement, we provide training and training collateral for your service organization.

Typical engagement duration – 12 Weeks

Service CRM Strategy and Governance

Our service CRM experts put together a comprehensive service CRM strategy and governance model for your service organization. The service CRM strategy typically includes the tool management, data management and analytics, and integration of service CRM with other tools and business processes. The governance model includes the organizational structure, metrics, deployment and maintenance processes, and leadership roles. Our services help you pick the right solution and manage it effectively so you can reap the desired benefits.

Customer Service CRM Automation

Implement the customer service CRM tool that integrates with your legacy application and technologies. We document your service CRM needs and evaluate the customer service tools that fit your needs. We have technical and functional expertise to implement Microsoft Dynamics and Salesforce.com Sales CRM solutions.


    Why Us?
  • Experienced: Over the last eleven years we have efficiently managed over 300 solution engagements while transforming businesses through better analytics, organizational process changes, and cloud CRM solutions.
  • Consistent: Our Salesforce Certified professionals are trusted and recommended by our clients. Over 80% of our business comes from our existing customers.
  • Creative: We challenge our own thinking and come up with creative solutions that meet our customers' requirements.
  • Adaptable: We understand that each company has its unique needs and constraints. So we provide flexible options to structure their working engagement with us.
  • Affordable: We combine onshore-offshore delivery to reduce delivery costs to let our clients enjoy quality without the overhead and bureaucracy of larger consulting companies.

 


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