Aligning corporate strategy and customer relationship management
This audit phase is essential. It enables you to identify the functionalities, services and interaction channels that need to be improved, developed or made available to your customers, so that your CUSTOMER RELATIONSHIP is aligned with the challenges of your strategy.
Drawing on its CRM expertise, XPCloud offers you a comprehensive, proven and operational methodology. We take into account all the key dimensions of a 360° Audit, defined according to your needs and challenges.
For the audit phases, we work in WORKSHOP mode, organized with your teams according to :
- your organization and processes,
- the business areas to be covered
- the priorities set for each area of analysis (each of which is dealt with in a specific workshop).
All of this, of course, in line with your Customer Relationship Management strategy (particularly in terms of the CUSTOMER CARE PATH).
The audit phases
Business analysis and diagnosis
In order to implement a high-performance CRM or Customer Service solution, it is important to analyse the tools already in place in your company before taking any action. To do this, we will work with you to study
- The current customer journey (with the different channels used, or not, at the different “contact points” in the journey, with or without AI, etc.).
- The tool(s) already in place, the company’s current internal processes (front and back office), practices, methodologies, workflows, etc.
- Steering and reporting tools.
- Functional links between modules of the company’s overall IS and external systems.
Technical mapping
Following the audit, we map your technical environment, providing a detailed view of each solution with its specific configurations, level of maturity, scalability and obsolescence.
This mapping should highlight :
- Specific interoperability requirements: front-back office, with business databases, for a business process specific to the sector, etc.
- The state of the infrastructure: workstations, internal network, telephony, operator or Internet access, data centers, etc.
This initial audit phase is essential for a complete assessment of the costs, performance, stability and security of your future CRM or Customer Service solution.
Feedback: transformation plan and budget
At the end of this audit, our teams will be able to present you with a precise diagnosis of your customer relations. We will present you with the proposed organizational, functional and technical optimisation levers, such as :
- Tools, functionalities and services to be developed or implemented.
- Interaction devices/channels to be optimized, corrected or implemented.
- Customer journey management methods/processes to be developed or implemented.
- Priorities to be prioritized among all the points arising from the workshops.
Transformation plan for your Customer Information System
Through this plan, we determine the priority projects and the key success factors.
A roadmap is drawn up. It may be broken down into work packages. It sets out an initial indicative schedule and the conditions for implementation.
The budget
In terms of implementation, the budget is often a determining factor. In the financial section of your deliverable, we put into perspective :
- Your current recurring costs and the scope of associated services.
- The scope of the changes you wish to take into account in relation to the business needs that have been identified as priorities following the audit.
- Modeling of the associated ROI.