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As a result, organizations should consider engaging customers differently. It means connecting to customers on multiple platforms, understanding their needs, and creating unique customer experiences that turn each transaction into a positive experience at every point of engagement. Many companies struggle with the capabilities needed to gain a holistic 360˚ view of the customer. These challenges are outlined below: • Marketing: Limited visibility into the efficiency and
value of marketing efforts • Sales: Systems that are not integrated and provide little
insight into the sales pipeline resulting in longer deal closure times and creating inefficiencies for the sales team
• Service: Customer dissatisfaction due to weak “first call” resolution, longer handling times, and suboptimal customer treatment across channels
How we can help you PwC offers private companies a wide range of customer engagement solutions, helping target, attract, retain and satisfy customers throughout the entire sales lifecycle. We begin each engagement with a rapid assessment to understand the key drivers impacting an organization’s ability to provide an optimal customer experience. Following this approach, our customer-centric sales, service and marketing solutions will help you: • Increase sales closure rate • Improve profitability with real-time customer insights • Streamline processes to yield qualified leads • Improve customer satisfaction by reducing issue
resolution time • Reduce marketing, sales and operational costs • Improve customer loyalty by creating a
better experience • Enable consistent customer treatment across
multiple platforms
Private Company Services
Customer-centric sales, service and marketing solutions
Customers today are better informed than ever: they have access to information in real-time and can engage simultaneously across multiple channels. And they expect the same level of innovation from the companies with whom they are doing business.
© 2015 PricewaterhouseCoopers LLP, a Delaware limited liability partnership. All rights reserved. PwC refers to the United States member fi rm, and may sometimes refer to the PwC network. Each member fi rm is a separate legal entity. Please see www.pwc.com/structure for further details. This content is for general information purposes only, and should not be used as a substitute for consultation with professional advisors. PwC United States helps organisations and individuals create the value they’re looking for. We’re a member of the PwC network of fi rms in 157 countries with more than 195,000 people who are committed to delivering quality in assurance, tax and advisory services. Find out more and tell us what matters to you by visiting us at www.pwc.com/US Solicitation
Implementing customer-centric sales, service and marketing solutions A private global service firm sought to implement a customer-centric sales, service and marketing solution, but after three years, the firm had little to show for its efforts. Leadership decided a new project partner was needed. They selected PwC to help them reach their business goals. What we did After assessing the company’s requirements, it seemed that what was needed to achieve the company’s goals was more than just a simple integration. What was required was a pragmatic, holistic customer-centric strategy, implemented in stages. PwC undertook a two-pronged approach: first, we helped deploy a program in one office; then looking long-term, we assessed the firm’s strategic growth plan, developing a roadmap for its business and technology needs. Results The solution we recommended provided the company with an integrated customer service representative cockpit that generated 10%+ productivity gains. Administration time was reduced by 30%, which allowed sales to spend more time with customers. Lead conversion increased by 15% and forecast accuracy increased by 20%.
Managing explosive growth A privately-held franchisor in the beauty industry had grown explosively, and needed a new platform to create efficiencies, provide a best-in-class service experience and integrate customer channels. PwC was engaged to help: • Establish an omni-channel service platform • Integrate customer service, communities, marketing
and operations • Increase efficiencies What we did PwC’s team helped the company’s leaders think holistically about the technology and customer experience. We recommended a solution that retired legacy service applications, created a multichannel service management platform and redesigned the customer satisfaction methodology Results • A savings of $2 million-plus annually • Increase first-contact resolution 15%+ • Increase Customer Satisfaction (CSAT) rate to 10%+
Customer growth & retention
Source: PwC, 2014 US CEO Survey, January 2014.
For more information:
Tyson Cornell Principal (312) 933-8976 [email protected]
Mark D Albrecht Director (206) 398-3593 [email protected]
Nithin R Bendore Director (714) 227-2213 [email protected]
William Chitwood Director (678) 419-2859 [email protected]
US CEOs are planning to change their customer growth and retention strategies
43%2013
51%2014
Concern about shiftin consumer spending and behaviors rises
52%
How we have helped others
