CUSTOMERIC CONSULTING LLP
Cloud Contact Centre and Customer Service Solutions Procurement Support
Customeric's Cloud Contact Centre and Customer Service Solutions Procurement Support will help you to select and procure the right Cloud technology solutions which will transform and optimise your customer contact and experience – helping to put customers at the centre of your services.
Features
- Procurement project management, programme management, PMO, tendering support
- Baselined ‘as is’ position and ‘to be’ vision and strategy
- Collation of functional and non-functional requirements adopting MOSCOW
- Established budget and benefits realisation timelines
- Stakeholder engagement and project sponsor buy-in
- Provision of best practice, innovation and research on Cloud solutions
- Benefits analysis/ Business case development including commercial modelling
- Vendor-neutral support in selecting Cloud solutions
- Identification of any design, configuration, migration, integration, testing, training needs
- End-to-end procurement management, change management, and benefits realisation.
Benefits
- Injection of specialist project management resources, experienced in Cloud procurement
- Baselined and agreed ‘to be’ strategy and Digital Roadmap
- Stakeholder buy-in and sign-off
- Requirements clearly documented illustrating ‘as is’ and ‘to be’ states
- Detailed budgetary analysis and benefits business case; reduced risk
- Access to vendor-neutral insight on Cloud Contact Centre solutions
- Cloud solution tendered, procured and delivered to time and budget
- Cloud solution procured meets requirements and delivers value for money
- Client resources focused upon business-as-usual whilst procurement is managed
- Less waste, more sustainable solutions driving positive social value impact.
Pricing
£495.00 to £1,700.00 a unit a day
- Education pricing available
Service documents
Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format,
email the supplier at enquiries@customericconsulting.com.
Tell them what format you need. It will help if you say what assistive technology you use.
Framework
G-Cloud 14
Service ID
3 6 6 1 5 0 8 3 1 3 6 8 6 9 6
Contact
CUSTOMERIC CONSULTING LLP
Stuart Morgan
Telephone: 07711 111424
Email: enquiries@customericconsulting.com
Planning
- Planning service
- Yes
- How the planning service works
- Customeric Consulting will help buyers to select and procure new Cloud solutions in line with Digital First to offer more choice, accessibility and convenience for customers whilst delivering value for money. Working collaboratively through a discovery process, we will explore and capture your ‘as is’ and ‘to-be’ Cloud Contact Centre and customer service strategy and help you to optimise and transform - ensuring your customers are at the centre of your services. Bringing extensive experience of contact centre operations, IT, industry best practice from both the public and private sectors, we will provide insight, advice and support to match your requirements to the right solutions and vendors on the market through assessment of systems, functionality price points and their relative benefits. We can also bring the programme/project management and training expertise to manage the Procurement end-to-end. Key planning activities include: • Stakeholder consultation / strategy • Discovery and baselining of 'as is' • TOM review and design of 'to be' • Functional / non functional specification development • Development of business case and subsequent evaluation • Tender and evaluation documentation production • Support tender process against evaluation criteria • Development and management of Implementation Plan.
- Planning service works with specific services
- No
Training
- Training service provided
- Yes
- How the training service works
- Customeric's team is highly experienced in Cloud contact centre and customer experience training, including training needs assessment, gap analysis, and design and delivery of bespoke training interventions for users. We can provide training interventions to support buyers to harness the full functionality of existing Cloud systems to drive efficiency and deliver 'friction-less', seamless customer experience. Alternatively, we can work hand-in-hand with vendors and buyers to develop and deliver training relating to the testing and roll out of any new Cloud solutions. Customeric Consulting LLP is a registered Training Provider on the UK Register of Learning Providers: UK Provider Reference Number (UKPRN) is: 10095555.
- Training is tied to specific services
- No
Setup and migration
- Setup or migration service available
- No
Quality assurance and performance testing
- Quality assurance and performance testing service
- Yes
- How the quality assurance and performance testing works
- Customeric help buyers to quality assure Cloud solutions ensuring that they fully meet their Strategic vision, requirements, budget and commitments to delivery of accessible, high quality customer service for all. We use our 7-step Customer-Centric Design (CCD) approach to assess the quality, performance and fit of potential solutions. CD can be simply summarised as: 1) Engagement – Understanding our client’s service vision and needs (client requirements) and documenting the ‘as-is’ and ‘to-be’ through development of a strategy, roadmap and Target Operating Model 2) Research – Completing customer requirements diagnostics and creating an insights report 3) Analysis – Identifying gaps, opportunities and priorities for the solution 4) Design – Creating and testing solutions 5) Solutions – Refining and detailing potential solutions 6) Implement – Supporting the plan and roll-out of new solutions and services 7) Improve – Refining and adapt services based on reviews, and benefit realisation. Our experienced team will guide buyers through this process - exploring your existing ways of working, structures, processes and technology and identify potential enhancements and matching this to vendors/solutions. We can then help you to implement your Cloud solutions recommendations to enable you to swiftly realise value, benefits and customer satisfaction gains.
Security testing
- Security services
- No
Ongoing support
- Ongoing support service
- No
Service scope
- Service constraints
- As an SME, Customeric potentially requires a short lead-time to resource a client requirement. On the whole, our team works flexibly and work across the span of 7 days a week and evenings as required, in order to deliver to buyer timescales.
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- We provide email responses to queries within 4 hours. We provide telephone support to clients 7 days a week between 09.00-17.00 and with flexibility into evenings as required.
- User can manage status and priority of support tickets
- No
- Phone support
- Yes
- Phone support availability
- 9 to 5 (UK time), 7 days a week
- Web chat support
- No
- Support levels
- We provide email responses to queries within 4 hours. We provide telephone support to clients 7 days a week between 09.00-17.00 and with flexibility into evenings as required. Customeric's Managing Partners are responsible for the dedicated account and relationship management of our clients.
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Up to Security Clearance (SC)
Standards and certifications
- ISO/IEC 27001 certification
- No
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Cyber essentials plus
- No
- Other security certifications
- No
Social Value
- Social Value
-
Social Value
- Fighting climate change
- Equal opportunity
- Wellbeing
Fighting climate change
Customeric will continue to deliver a Carbon Neutral Service and support G-Cloud clients to become Carbon Neutral and develop a Carbon Management Plan with a commitment to meeting the Government’s target of achieving Net Zero by 2050. We are fully supportive of the Greening Government Commitments 2021 to 2025 (GGC) (which provide guidance/mandates to UK government and their suppliers on minimising emissions, conserving resources, and supporting natural spaces and biodiversity recovery) and aim to deliver positive social value towards the UK’s emissions reduction targets.Equal opportunity
Customeric pays all staff and colleagues above the National Living Wage and commit to delivering upon the Equal Pay Act by ensuring Equal Pay for Equal work. We ensure that the vendors we help clients to select are vetted against a stringent set of evaluation criteria including business probity, ethics, quality management, and equality and diversity - including paying UK staff the National Living Wage, Equal Pay, adherence to the Modern Slavery Pledge (where relevant) and Equality and Diversity. In the provision of Cloud Contact Centre transformation and digital optimisation support, we ensure that the solutions put customer needs at the centre. This includes ensuring services are equally accessible for all including those with Special Characteristics. We are experienced in helping clients to develop their customer contact accessibility strategy in line with legislation and best practice (e.g., Web Content Accessibility Guidelines (WCAG) 2.2 AA standard, Plain English, range of formats including, Large Print, Braille, helping people with hearing and speech difficulties communicate over the phone, e.g., textphone, such as Relay UK service) and supporting different language needs.Wellbeing
Customeric will work collaboratively with our G-Cloud clients to support wellbeing through joint charitable working. We believe that charitable initiatives which combine teamwork with environmental or community work supports individual wellbeing and community cohesion. We will commit to delivery of at least 1 day per month of volunteering for a charitable cause of our client’s choice throughout any G-Cloud contract delivery.
Pricing
- Price
- £495.00 to £1,700.00 a unit a day
- Discount for educational organisations
- Yes
Service documents
Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format,
email the supplier at enquiries@customericconsulting.com.
Tell them what format you need. It will help if you say what assistive technology you use.