Services

Consulting and advisory support

We believe that business leaders frequently have a need for in-depth insight into their current customer management performance, at both an operational level as well as against broader strategic objectives. We will help you evaluate and evolve your customer service provision for maximum return, typically considering how to maximise sales value, contain or minimise costs, or focus on service resolution.

Whether building, outsourcing, re-sizing or planning and evolving your customer management strategy, our support will ensure a balanced consideration for the needs and demands of the customer as well as the business.

Benchmarking and commercial analytics

Rigour and science in the analysis of your customer management performance ; robust insight and financial data on how you compare and what you need to action to realise the opportunity.

Our support can show how you really compare and what better looks like, thereby enabling optimum service and sales capability for your business. By comparing your performance against your competitive set and most importantly modelling the cost and value of improved performance we will set-out and provide your improvement roadmap along with support on how to achieve these improvements and the transformation required.

Interim leadership and management resource

Ember also provides short to medium term interim resources. This allows your business access to very specialist skill sets and experience that may only be required for a short period of time, such as deploying a new technology, setting up a new service team, or simply plugging a temporary gap within your team. We usually work alongside your staff on-site and carefully hand responsibility back over to you once we have completed our assignment. Our resources are all seasoned, highly-experienced customer management professionals and come with the back-up resources, knowledge and expertise of the wider Ember team. The experience and insight of the Ember Services team is unrivalled and highly referenced in this industry.

Audits and Reviews

Several of the tools we deploy within our consulting projects are available as standalone audits or review. These span the spectrum of operational areas and include:

• Technology configuration and optimisation
• Workforce planning tools and practices
• Adoption of multi-media and web integration
• Use of outbound calling and specifically adherence to Ofcom policy. More details
• Customer experience and satisfaction auditing

Whilst all of the above are popular and very current, the impact of Ofcom Policy changes for those undertaking outbound calling has given rise to significant demand for our 'Outbound Audit' to ensure you are compliant. Click here for the full description of our Outbound Compliance and Best Practice Audit

For more details on any of our services please contact us.