You’re not standing still. You’re being left behind. Today’s ICT sector is broad and moving so fast that customer service teams have to think faster, too.

Technology companies are no strangers to adapting and taking advantage of changing competitive landscapes.

The proliferation of new products and services can leave sales and service teams playing catch-up. They need to deliver customer-centric services while retaining the loyalty of their customers across multiple channels.

Success stories in ICT

Sales through Service

One of the world’s leading technology companies uses virtual conferencing technologies to increase accessibility. The challenge was to ensure that the customer’s experience in these virtual meetings was as engaging and customer-centric as in traditional face-to-face sales meetings. We introduced a conversation and sales framework that enabled the sales team to quickly establish the trust needed to conduct a productive business development conversation. As a result, the team have been able to propose solutions based on insightful questioning and needs analysis, greatly enhancing their prospects of progressing to a sale.

Service

A global technology company needed to dramatically reduce complaints and improve the experience of customers who were buying services from a major outsourced partner across EMEA.

We worked with the client and their partner to enhance and improve the communication of their propositions, simplify customer touchpoints and improve service skills. Internal trainers and customer ambassadors were trained to create internal momentum and support for the changes.

The project increased customer satisfaction by 10.5%, reduced complaints by 50% and decreased customer dissatisfaction by 4%.

They are passionate, extremely customer-focused, energetic and creative. It’s a genuine pleasure working with them. Service Project Sponsor, Global Technology Company