Background

Whale is a cloud-based contact center and artificial intelligence software provider. As Q3 commenced, Whale faced increasing pressure to meet performance targets before the end of the year. They required both a short-term strategy for Q3 and Q4 and a long-term plan for 2022 to enhance customer experience while implementing a practical software solution to effectively track customer satisfaction.

Omega Strategy

To address Whale’s needs, Omega introduced a Customer Experience Management (CEM) approach to optimize and manage interactions across all customer touchpoints and channels. After selecting CEM as the core strategy, we evaluated the top three CEM platforms: Oracle Service, Salesforce Service Cloud, and Zendesk. Our analysis revealed that Oracle offered the most advantages for Whale’s goals. We then developed an 11-step short-term strategy leveraging a SaaS model to build a platform around the chosen software. For the long term, we recommended Whale establish a dedicated development team comprising full-stack developers, UI/UX designers, database administrators, and cloud architects, adopting Agile methodology to enable continuous iteration and improvement throughout the software development lifecycle.

Digital Impact

Implementing CEM involves continuously collecting customer feedback, maintaining unified customer profiles, and delivering personalized experiences across channels based on this data. This approach boosts customer satisfaction, fosters loyalty, and encourages advocacy by helping customers feel genuinely connected to the Whale brand.

Contact Us

Need additional information or want to speak to one of our consultants, please use the booking link or contact our Info Team for a proposal.