Drawing up a detailed concept on the basis of the feasibility study.
Integration concept for content management systems.
Integration concept for your CRM system or your customer database.
Integration concept for the connection of the existing call center infrastructure.
New concept or development of a content management system – CMS.
Definition of key performance indicators (KPIs) in order to assess the targets achieved.
Drawing up project schedules.
Development of a design concept.
Dialog and user interface design for voice, text and web dialogs.
Persona design for voice dialog systems.
Graphic design for layouts.
Cross-Channel-Definition of the dialog control (voice, web and text).
The completion of this phase is a detailed concept of the entire project. 2-steps-ahead consulting guarantees that within their project management all project phases will meet the targets specified in this solution design document.
Drawing up management reports with the defined performance indicators on the basisof established business intelligence tools (Business Objects, Cognos or MicroStrategy).
Ad-hoc analysis of the usage data with the aim of:
– observing and understanding consumer behavior,
– identifying new needs and potentials or new target groups.
Summary of results; review and improve processes.
Deriving further potential for optimization.
The completion of this phase is the set up of an ongoing evaluation of service quality with the aim of ensuring that performance coefficents are maintained and sustained. Here you are setting service levels and monitor customer satisfaction, incremental sales effectiveness, self-service completion rates, social trends, system performance and much more with slice-and-dice analysis.
As an additional service 2-steps-ahead also offers remote monitoring of your IVR systems.
We create customized monitoring services which automatically check the correct functioning of your systems at intervals to be defined by you. You can receive a status report of your systems any time or obtain information on interferences or breakdowns by way of any communication channel you may wish to use.
2-steps-ahead offers all services relating to individual coaching – either regarding part of a project or as attending consultant for a specific project.
In addition, the extensive 2-steps-ahead know-how can be drawn on for audits of existing systems in order to define potentials for enhancement and optimization, which are then presented in a catalogue of measures to be realized.