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Customer Experience Re-design

Create a governance model to achieve operational efficiency at scale

Standardized processes aren’t only for the internal organization.  Customers also expect consistency in the way they interact with vendors.  Customer experience re-design makes visual how your organization’s people, processes, and systems support the customer journey.

Many processes were not designed with today’s digital and omnichannel environment in mind. To make matters worse, existing process environments are often maddeningly complex – comprised of a jumble of patches and work arounds that often hide the true customer journey from view. Trying to adapt those old-world processes in the traditional way will not succeed.

The Challenge

What’s Holding Customer Experience Leaders Back?

The standard approach to process renewal and redesign is a sequential one. A business owner or innovator notices an opportunity to improve the customer experience. This idea is modeled and handed over to the IT team for technical analysis. The IT team hands it back over for the business to review. Once the new design has been committed upon, the work happens. The new process is delivered to the business, who then need to communicate the new way of working to every person impacted by the process change. Only after the new design has been set live and has undergone numerous transactions does the business owner know if the re-design ultimately adds to the customer experience

How it works

Built on the Microsoft Stack

Built with the business end-user in mind, Mavim has created a highly intuitive software that Gartner calls “BPA for the masses.” Because it works in the same way as the Microsoft product suite, it is simple to establish end-user adoption on a wide-scale.

Process Intelligence

Mine data from your operational systems, visualize your processes, and transform from a static to a dynamic organization. Mavim shows you what is happening in real time so you can identify opportunities to increase revenue, free capital and ensure customer satisfaction.

For your role

Imagine if you as a customer experience leader could use historical data to make better predictions about the impact a process change would have on the customer experience? What would the payoff be if you were able to embed the knowledge about how and why to change in multidisciplinary teams across the enterprise? What would it mean if the catalyst for improving the customer experience was in the hands of the very people responsible for executing that change? What would the democratization of process knowledge do for your business? Request a call back with one of our representatives to learn more about how this technology can empower you by providing you insight into how your organization works today and will work tomorrow. 

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Benefits

90% reduction in customer journey variation (increase in standardization)

Hugely reduced onboarding time for new employees (from 3 months to 1 day)

Reduction in customer churn

Increase in service revenue due to increasing customer satisfaction

Related Resources

WEBINAR
CUSTOMER JOURNEY OPTIMIZATION

In this webinar, you will learn more about an approach that helps bridge the gap by connecting fact-based customer journey analysis to operational efficiency.

EBOOK
THE NEXT NORMAL

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VIDEO
Customer Journey Optimization | Demo

Learn how Mavim helped different business units within NSure work together to optimize the customer journey.

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