Background

Whale is a cloud-based contact center and artificial intelligence software provider. With Q3 having already begun, Whale’s team had added pressure of performing and reaching goals before the year’s end. Whale needed a short-term strategy for Q3 & Q4 and a long-term strategy for year 2022 to improve the customer experience while integrating a feasible software that allows the company to track customer satisfaction.

Omega Strategy

To meet Whale’s need, we introduced Customer Experience Management (CEM) approach to manage and improve their interactions with its customers across all channels and touchpoints in the customer journey. After deciding CEM as the strategy for improving customer service, we investigated Top 3 CEM software: Oracles Service, Salesforce Service Cloud and Zendesk. We found that among these software’s, Oracle has more advantages. Then, we provided an 11-step short-term strategy based on SaaS model to build a platform for the selected CEM software. For long-term strategy, we suggested the Whale set up a fully dedicated development team, including full-stack developers, UI/UX designers, Database admins, Cloud Architects. Agile Methodology meaning a practice that promotes continuous iteration of development and testing throughout the software development lifecycle of the project.

Digital Impact

The process of CEM usually involves constantly gathering customer feedback, maintaining a single profile or source of data on each customer, and delivering a personalized experience in each channel based on that data. CEM would increase customer satisfaction, foster loyalty, and even
encourage advocacy, by making customers feel they have a real relationship with the 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.