Consumer expectations have changed and customer experience has become a major differentiator, especially since its quality is increasingly measurable and comparable. A better quality of service will require a better knowledge of the customer to personalize interactions and ensure a flawless response. Excellence is now expected at every stage of the customer journey and organizations will have to work hard to differentiate themselves and build customer loyalty. Many of them have therefore turned to automation as a lever for efficiency and differentiation to accelerate their customer relationship management processes.
Novelis offers you to discover the benefits in its white paper "How automation can help you overcome customer relationship challenges" divided in three parts:
Feedback from our customer Contaxium: Smart Automation for Agent Efficiency in Call Centers
We will come back to the case of one of our customers, Contaxium, a specialist in outsourced and customized telephone answering services, which decided to automate and digitalize its business processes.
Eric Esnault - CEO of Contaxium will explain how Contaxium has relied on Smart Automation to improve its customer relationship management during an interview shared with Dominique Duquennoy - Director Customer Success Manager of SS&C Blue Prism and Mehdi Nafe - CEO of Novelis.
Tasks with high automation potential in customer relations
Customer relationship automation has become strategic and can be applied to a wide range of processes in customer relationship management. In this white paper, discover examples of tasks with high automation potential in this domain and get inspired to define eligible business cases within your organization.
7 key steps to a successful automation project
Automation is implemented at the enterprise level to better support digital transformation. To offer you all the keys to success in your automation process, we suggest you follow 7 essential steps to successfully complete your project. These seven interconnected factors will enable your automation program to meet the objectives you have set.
Evaluating your processes is essential when you want to start such a process because it will allow you to measure the impact of the profitability of the automation process. To help you in this first step, we offer you a free analysis to qualify the automation potential of your process with one of our business analysts! Following the meeting, you will leave with a macro calculation as well as a detailed analysis to evaluate the risks, optimize the management of your resources and seize the best opportunities.