Customer Interaction and Process Management

Create value at every touchpoint
As an industry leader in Customer Interaction & Process Management, we deliver an approach based on creating value at each touchpoint with the end customer. We achieve this by relying on our extensive industry expertise and multiple technological innovations. 
An end-to-end and multichannel offering
With any contact channel, our experts will provide support for a variety of challenges:

• Product and service information, 24/7
• Order management
• Invoice management
• Claims and dispute management
• Loyalty
• Retention

To optimize your operational efficiency and create smoother customer journeys, we provide various value-added and innovative services:

• End-to-end management of the front and back office
• Crisis management
• Real-time monitoring of customer satisfaction and feedback
• Speech analytics
• Video support solutions to optimize sales advice and simplify after-sales administration (document collection from a single call)

A tailored strategy
To help you improve your customer service experience, our experts will:

• Map and analyze the performance of the existing structure in the various markets
• Work with you to build multichannel, crosschannel or omnichannel processes adapted to the unique characteristics of each country:
  • Phone
  • Chat
  • Chatbots
  • Digital kiosks
  • SMS
  • Social media
• Integrate and develop customized tools and technologies you need (solutions for telephony, payments, internet leads management, shared agendas with network sales reps, etc.)
• Manage operations by providing real-time reporting and CRM solutions based on your needs

Speak the same language as your customers
Do you need a provider that can work with all your different markets? We meet this challenge with our large international presence (110 contact centers in 22 countries on 4 continents) and because we operate in more than 30 languages:

• Centralized operations management via a multilingual HUB
• Native-speaking advisers working in local markets
• Smart translation solutions to manage back-office operations in all languages

To support you with this process, our teams will:

• Map and analyze the performance of the existing structure in the various markets
• Work with you to build multichannel, crosschannel or omnichannel processes adapted to the unique characteristics of each country:
  • Phone
  • Chat
  • Chatbots
  • Digital kiosks
  • SMS
  • Social media
• Integrate and develop customized tools and technologies you need (solutions for telephony, payments, internet leads management, shared agendas with network sales reps, etc.)
• Manage operations by providing real-time reporting and CRM solutions based on your needs

Listen to your customers whenever and wherever they speak
Today, 96% of internet users are influenced by a company's brand image on the web.* That's why it's more important than ever to listen to online conversations to successfully manage a brand's e-reputation.

By monitoring content, and analyzing and anticipating growing trends, you can build proximity with your consumers by obtaining a better grasp of their expectations, their new needs and their concerns.

Comdata's Social Media Analysts and Strategists work with you to:

• Audit you e-reputation and those of your competitors
• Analyze consumer insights
• Draw up strategic recommendations
• Analyze your past statements and the feedback generated
• Establish monthly or quarterly reports according to your requirements and goals

Capture leads at the right time
As a leader in remote sales, in both sales performance and innovative solutions, we support your B2C presales and after-sales operations anywhere in the world:

• Lead discovery and classification on all channels
• Appointment making
• Acquisition
• Upselling and cross-selling
• Inbound and outbound contact
• Order taking/bookings
• Sales administration and service activation

Solutions that rise to your challenges
To optimize the efficiency of your sales operations and create seamless customer journeys, we provide various value-added and innovative services:

• Prospects file acquisition
• Scoring, segmentation, targeting to optimize sales strategies
• Target reachability detection technology
• Video support solutions to optimize sales advice and simplify after-sales administration (document collection from a single call)

Our Comdata teams use a tried and tested methodology. They will:

• Work with you to build sales processes and scripts
• Optimize management of prospect files you send to us or we create
• Analyze field feedback daily after each campaign to continuously improve sales performance, product offerings and customer satisfaction
• Ensure they comply with your expectations and regulatory frameworks (GDPR, forced sale control, etc.)
• Integrate and develop customized tools and technologies you need (solutions for telephony, payments, internet leads management, etc.)

To support you with this process, we use a tried and tested methodology. Our sales experts will:

• Work with you to build sales processes and scripts
• Optimize management of prospect files you send to us or we create
• Manage your campaigns or tailored solutions
• Analyze field feedback daily after each campaign to continuously improve sales performance, product offerings and customer satisfaction
• Ensure they comply with your expectations and regulatory frameworks (GDPR, forced sale control, etc.)
• Integrate and develop customized tools and technologies you need (solutions for telephony, payments, internet leads management, etc.)

Optimize your sales performance
As a leader in remote sales, in terms of both sales performance and innovative solutions, we have developed unrivaled expertise in presales and after-sales operations in the B2B sector:

• Lead discovery and classification
• Appointment making
• Omnichannel remote sales
• Inside sales

To support you with this process, our B2B teams will:

• Map and analyze the performance of the existing sales structure
• Work with you to build sales processes and optimized scripts
• Recruit senior sales candidates who can adapt to the B2B target market
• Integrate and develop customized tools and technologies you need (solutions for telephony, payments, internet leads management, shared agendas with network sales reps, etc.)
• Manage the sales funnel, optimize field feedback daily after each campaign to continuously improve sales performance, product offerings and customer satisfaction

Delight your customers
As pioneers in Customer Interaction & Process Management, we provide you with retention and loyalty solutions that ensure your customer base continues to grow in both volume and value.

Solutions for each leg of the customer journey
Drawing on our expertise, we can deploy loyalty and retention action plans throughout the customer life cycle.

• During the contract lifetime: strategies to build loyalty and proactive anti-churn initiatives for fragile customers
• During the cancellation phase: retention strategies and reactive anti-churn initiatives to retain hot and cold customers
• After cancellation: win-back campaigns for customers who have moved to a competitor

To support you with this process, our teams will:

• Map and analyze your customers' satisfaction with your products and services
• Work with you to build multichannel, crosschannel or omnichannel journeys adapted to the unique characteristics of each step of the customer life cycle:
  • Loyalty: detect weak signals (feedback management, customer service feedback, speech analytics, etc.), systematic calls to detractors and/or cocooning and loyalty-building initiatives for sensitive and valuable customers, end-to-end and dedicated support for customers going through a big change (e.g., moving house)
  • Retention: implement a live cancellation-request team run by expert sales staff with offers specifically for in-the-moment retention; implement a retention team to conduct outbound retention campaigns
  • Win-back: implement a win-back team run by expert sales staff, conducting outbound reactivation campaigns based on old customer files you send us
• Integrate and develop customized tools and technologies you need (solutions for telephony, real-time feedback management, speech analytics, multichannel satisfaction surveys, etc.)
• Steer operations and sales performance (retention rates, customer value, engagement duration, etc.) by providing real-time reporting and CRM solutions based on your needs

Provide rapid solutions to your customers
As a pioneer in Customer Interaction & Process Management we have developed a technical support approach that minimizes customer effort and speeds up resolution times.

Drawing on our extensive industry expertise, technological innovations and strategic partnerships, we support you with the following challenges:

• Initial operation and installation help
• User assistance
• Technical help hotlines, troubleshooting and after-sales support for multiple products: Level 1 and 2 incidents, opening tickets and case monitoring until resolution
• Home call-outs: remote management of technicians
• Equipment change job management
• Equipment monitoring and 24/7 service: fault detection, remote resolution, customer information, on-site startup, case tracking until resolution
• Support for connected users:  multichannel customer training
• IoT service: connected object monitoring

To fulfill their mandate, our teams will:

• Map and analyze the performance of the existing structure
• Work with you to build multichannel, crosschannel and omnichannel processes, which are tailored to your priorities (level of effort, wait times, security, resolution time, etc.)
• Integrate and develop customized tools and technologies (solutions for telephony, remote management, video conferencing support, co-browsing, ticketing for home call-out tracking, SMS/email for tracking, chatbot, etc.)
• Recruit experts in your product market and customer relations experts who can adapt to different customer profiles (from technical users to novices needing more guidance)
• Integrate complementary solutions for managing home call-outs, for example, so you can provide your customers with end-to-end support
• Manage operations by providing real-time reporting and CRM solutions based on your needs.

Uphold your brand image at all times
Whether you are a private company or public body, you can benefit from our expertise in crisis management and communication, for both major and one-off events. By relying on our 30 years' experience in this area, you can protect your image and the revenue of your brands.

Every crisis is unique. That's why our response is tailored to each need.

Implementation approach

Successful implementation of this process is based on:

• Monitoring and classifying call volumes, sending alerts, close coordination between our operations and your teams
• The ability to rapidly recruit many advisers (internal and external pools at sites)
• Comdata's crisis management multisite plan, which provides increased resource support with centralized coordination from the nominal site's team
• Prioritized and categorized development of adviser expertise

Our crisis management plans are tested regularly, yearly at a minimum.

Our commitment

• Immediate mobilization of resources: ability to take the first calls in under two hours
• Immediate activation of tools and solutions: SVI, SVI callback, dedicated email address, chat, push SMS/email, etc. to look after all customer requests
• Full respect of your language considerations, together with the reassuring conduct of our advisers towards consumers
• Real-time monitoring of call volumes and contact tracking in a dedicated event CRM
• 24/7 availability possible
• Proactive push information possible to decrease call volumes
• Multisite support possible