Area of expertise
Since 1993, we have been meeting all the challenges of Customer Relations through a differentiation strategy based on value creation, quality and service.
A differentiation strategy focused on value creation, quality and service
Each business covers a dedicated area of expertise:
- Activeo Business Transformation: a customer relationship management and organisational consultancy business that works on projects to improve the customer journey and the performance of customer relationship centres.
- Activeo Technology Expertise: technological and functional projects requiring in-depth expertise in solutions and a good understanding of business issues. Services include deployment, specific developments, training, support and managed services.
- Digital Factory: Activeo’s publishing business, which covers LOGEPAL performance management software and UC Care and CC Care collaboration software. Specific developments are also offered to improve the value and performance of customer relations solutions and provide customers with a coherent, unified IT and applications environment.
Positioning
In a market where communication technology is now largely mature, where contact channels are multiple and sometimes overly complex, companies are having to rethink their customer interaction model in depth in order to facilitate the customer journey and gain simplicity and speed in their relationship.
Developing overall performance is also today’s challenge for companies that have mastered the management of volumes and flows and that favour quality management to achieve the highest level of excellence in customer relations.
On the customer side this time, we can see from numerous studies and surveys that the reasons for dissatisfaction may be little known, little recognised or even unknown to the customer relations centre, which in turn deploys strategies and organises its processes without always taking account of the customer’s experience.
Simplicity in the way contact is made, processes and exchanges are organised, and the relationship is built over time.
Speed in processing and responding to each contact.
Basic trends
Meeting and anticipating needs are the key objectives directly linked to customer satisfaction. Improving the quality of treatment therefore becomes a key requirement for management. To achieve this, the ‘customer-focused’ organisation must be able to improve the way telephone advisers talk to customers, have a consolidated view of the business, plan the call curve, optimise resources, measure via indicators,….. Acting on the levers for improving customer relations performance requires parallel action on the organisations, processes and technologies used to manage this relationship with the customer.
Activeo is a leading player in terms of its know-how and added value, guaranteeing measurable operational results by acting on strategic, decision-making and operational indicators to achieve this high level of customer relationship performance and capitalise on sustainable improvement.
Towards quality-oriented customer relations
Meeting and anticipating needs are the key objectives directly linked to customer satisfaction. Improving the quality of treatment therefore becomes a key requirement for management. To achieve this, the ‘customer-focused’ organisation must be able to improve the way telephone advisers talk to customers, have a consolidated view of the business, plan the call curve, optimise resources, measure via indicators,….. Acting on the levers for improving customer relations performance requires parallel action on the organisations, processes and technologies used to manage this relationship with the customer.
Activeo is a leading player in terms of its know-how and added value, guaranteeing measurable operational results by acting on strategic, decision-making and operational indicators to achieve this high level of customer relationship performance and capitalise on sustainable improvement.
