Cedar helps clients achieve customer service excellence using our proprietary framework, built to address critical questions:
- Have we segmented our customers correctly?
- What are the service needs and transaction volumes of each segment?
- Are customers using the channels designed for their segment? Why or why not?
- What technology & manpower assets are used to deliver service? Has the digitization been optimized?
- What performance metrics are we following to ensure a consistent level of service across channels?
Using the AGILE methodology, Cedar offers end-to-end support in strategy design and implementation, including vendor selection and the establishment of effective help desks, to enhance the overall customer experience. Harnessing best-in-class business intelligence and analytics, our team maps key parameters of your strategy with your processes to determine the right customer relationship management solution for your needs. your strategy with your processes to determine the right customer relationship management solution for your needs.
