CSMG provides strategic advisory services ranging from growth and business transformation to ecosystem and business model evolution. Our peerless industry depth and experience, signature strategy and quantitative methodologies enable our clients to make sound business decisions in a complex and ever-changing market.
Customers increasingly want to order services and manage their own inquiries and accounts by themselves without going through service centers. TMNG Global designs, develops and implements best-in-class self-care programs that will increase your customer's satisfaction and loyalty and allow you to operate more efficiently.
Self-care/e-care
Self-Care provides the ability to manage your own service ordering, problem solving, account management and bill payment processes, which are all critical components of your day-to-day operations. And, now that Cloud-based services are gaining momentum with pay-as-you-go and on-demand features, the requirement for a well-designed, scalable and integrated self-care program is more important than ever before.
Additionally, certain cost factors should be considered when evaluating the need for a “self-care” program. For example, it cost approximately $7.68 per call center transaction compared with $0.10 or less for web access, making the cost per call center transactions 75 times greater than the cost of web transactions.
In order to establish an integrated and cohesive self-care program incorporating all customer touch points, it is important to first assess existing programs and determine the gaps, requirements, timeline and budget for a state-of-the-art program.
Our Approach
TMNG Global offers an end-to-end Self Care Assessment incorporating all elements of the Self Care ecosystem, which leverages our in-depth experience developed over the past two decades in the communications industry. Assessments are conducted in any or all of the following three areas:
Back office assessments, including:
- Operational systems and business processes
- data integrity across customer databases
- automation requirements
- knowledge management and communications within the eco-system
Individual self care channel assessments, including:
- Web access
- Interactive Voice Response, including; speech analytics and voice platforms
- Social media
- Contact Center optimization, including; all-IP multi-channel, mult-media design
Vendor and product analysis, including; RFP development and vendor selection
