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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.

  • 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

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