Customer Engagement
Unify applies best practices from multiple industries, and multiple business functions, to deliver solutions in support of Consumer, B2B, employee and partner relationships that span across Customer Service, Technical Support and Shared Service operations.
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Unify Customer Engagement solutions are based on a holistic approach, where solution mindset meets operational excellence. We look at your business through multiple lenses, creating operational improvements across the ecosystem, including:
Strategy: Focus on service as a part of your product suite, with a unified view of how you see your customers, and how they see you.
People: Maximize your organization’s people capabilities, so that they enhance the customer experience.
Process: Streamline your core processes for cost efficiencies and a better customer experience.
Technology: Right-sized systems to seamlessly deliver best-in-class omnichannel services.
Operations: Focus on culture and governance to achieve business readiness and continually measure progress.
Data & Analytics: Provide the information that helps you run your business.
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Sometimes you need tactical delivery of a Customer Information System or channel expansion – sometimes it’s a strategic plan for transformation: Unify partners with clients for all of these needs, with a focus on self-funded programs.
An example is within our Customer Engagement Playbook. This is built around our four pillars to deliver both short and long-term value, generating cost benefits in excess of the cost of the engagement.
Current State Assessment / Maturity Modeling: Recognizing improvement opportunities, we map your capabilities to industry standards.
Future State Vision: Co-creation of your ‘to be’ state in each of the operational areas of your business, with an integrated plan for logical phasing
Quick-Win Playbook: A collection of your ‘low hanging fruit’ – delivered within a proven toolset to leverage staffing ‘valleys’ to deliver a continuous stream of reportable business benefits.
Strategic Playbook, & Blueprint for Delivery: Scope and planning for your larger projects, including costs and benefit standards for budgeting and ROI.
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Reduce Costs:
Lower labor cost and improve employee retention
Reduce overhead and costs to acquire new customers
Avoid penalties & fees
Increase Revenue:
Increase market share
Increase speed to market
Optimize pricing
Customer Experience:
Improve brand, reputation & customer loyalty
Increase customer engagement
Reduce complexity & improve resolution times
Employee Experience
Improved leadership, coaching & feedback
Employee accountability and satisfaction
Increased collaboration and culture of participation
Strong Organization
Data driven enterprise
High quality, agile delivery
Shared vision and values
Unify Customer Engagement solutions are based on a holistic approach, where solution mindset meets operational excellence. We look at your business through multiple lenses, creating operational improvements across the ecosystem, including:
Strategy: Focus on service as a part of your product suite, with a unified view of how you see your customers, and how they see you.
People: Maximize your organization’s people capabilities, so that they enhance the customer experience.
Process: Streamline your core processes for cost efficiencies and a better customer experience.
Technology: Right-sized systems to seamlessly deliver best-in-class omnichannel services.
Operations: Focus on culture and governance to achieve business readiness and continually measure progress.
Data & Analytics: Provide the information that helps you run your business.
Sometimes you need tactical delivery of a Customer Information System or channel expansion – sometimes it’s a strategic plan for transformation: Unify partners with clients for all of these needs, with a focus on self-funded programs.
An example is within our Customer Engagement Playbook. This is built around our four pillars to deliver both short and long-term value, generating cost benefits in excess of the cost of the engagement.
Current State Assessment / Maturity Modeling: Recognizing improvement opportunities, we map your capabilities to industry standards.
Future State Vision: Co-creation of your ‘to be’ state in each of the operational areas of your business, with an integrated plan for logical phasing
Quick-Win Playbook: A collection of your ‘low hanging fruit’ – delivered within a proven toolset to leverage staffing ‘valleys’ to deliver a continuous stream of reportable business benefits.
Strategic Playbook, & Blueprint for Delivery: Scope and planning for your larger projects, including costs and benefit standards for budgeting and ROI.
Reduce Costs:
Lower labor cost and improve employee retention
Reduce overhead and costs to acquire new customers
Avoid penalties & fees
Increase Revenue:
Increase market share
Increase speed to market
Optimize pricing
Customer Experience:
Improve brand, reputation & customer loyalty
Increase customer engagement
Reduce complexity & improve resolution times
Employee Experience
Improved leadership, coaching & feedback
Employee accountability and satisfaction
Increased collaboration and culture of participation
Strong Organization
Data driven enterprise
High quality, agile delivery
Shared vision and values
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