DENVER, CO--(Marketwired - August 04, 2015) - Financial services organizations are facing a double whammy. While many are still recovering from the Great Recession, they are also adjusting to the emerging realities of competing in the Age of the Customer, where their ability to succeed depends on superior engagement with their customers. One major multinational financial services firm realized it needed external resources and expertise to craft a strategic plan for dealing with these realities. They turned to the Eventus Solutions Group for a strategic global contact center assessment.
The firm wanted to align its business drivers with technology plans to increase customer retention, drive higher wallet share within its customer base, and provide a seamless customer experience across all touch points. A small team of highly experienced Eventus contact center consulting experts took less than five months to deliver a company-wide contact center assessment, highlighting the current state, the desired future state, a full gap analysis, recommended strategies, a multiyear technology roadmap, program plan and full financial analysis.
During the project, Eventus was able to document business requirements for all of the firm's customer-facing organizations. It also worked with both line of business and IT stakeholders to create detailed designs, gather feedback, and develop focused recommendations with specific actionable next steps. Operations and technology tactical and strategic recommendations encompassed areas such as knowledge management, co-browse, process analytics and automation, workforce management and quality assurance improvements.
"This is an ideal time for financial services firms to undertake a comprehensive contact center assessment," said Craig Tobin, Eventus Managing Director. "Now that we are in the Age of the Customer, simply maintaining the status quo is no longer a viable strategic option."
About Eventus Solutions Group
Eventus Solutions Group is a nationally recognized consulting and managed services firm that helps its clients optimize the way they engage with their customers online, over the phone, via mobile devices and through social media. The company's unique business model has earned it recognition on the Inc. 500 list of fastest growing private companies, and has helped Eventus build a client list that includes some of the most well-known brands in healthcare, insurance, retail, communications, government and other industries. For more information, visit http://www.eventusg.com, or follow us on LinkedIn or Twitter @eventusg.
Image Available: http://www.marketwire.com/library/MwGo/2015/7/30/11G049283/Images/FinancialServices-1378753345953.jpg
