"Research predicts that by 2020, customer experience will overtake price as the reason for purchasing a product or service. As a result, public and private sector organisations are facing ever-higher expectations from customers. The private sector is also contending with the rise of social media, the digital customer and ever-increasing-competition, meaning that organisations are looking to improve customer experience to help gain and retain customers and increase market share. Within the public sector, organisations are facing continued cost-cutting. This results in an increased need to improve efficiencies that do more with less.
NTT DATA provides tailored solutions that help our clients meet these business challenges. Built on leading CRM platforms from Salesforce and Microsoft, NTT DATA brings an industry-focused experience of delivering hundreds of CRM projects that allow organisations to improve efficiency and gain customer insight, resulting in cost savings and enhanced customer experience."
Our solutions allow marketing departments to construct personalised targeted digital campaigns and content management solutions to create a seamless customer experience across multiple channels. Delivering consistent targeted messaging between sales and marketing increases retention rates, reduces sales cycles and drives revenue and marketing ROI.
Our solutions can be deployed on-premise or as a secure cloud SaaS model giving flexibility and choice to clients.
Ensuring service interactions are managed effectivity is critical, especially if the customer has a complaint or an important need. This ‘moment of truth’ is a critical point within the customer journey. Organisations which fail to manage these interactions properly will lose customers, whilst an organisation which manages interactions well can turn disgruntled customers into advocates.
Our solutions allow the customer to engage on any channel or device. Using self-service and leveraging artificial intelligence through virtual agents, freeing agents to focus on high-value interactions, our solutions provide customers with access to information quickly. Intelligent automation and process rule guide agents to the right actions by providing relevant information to help resolve issues. By doing so quickly and effectively, the resulting reduction in case handling time simultaneously improves customer experience. Service level management ensures issues that are not resolved to time are escalated so that remedial actions can but put in place. And finally, integrated customer surveys allow organisations to measure the effectiveness of their customer services interactions and implement process improvements.
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