CUSTOMERIC CONSULTING LLP
Cloud Contact Centre Transformation Support
Customeric's Cloud Contact Centre Transformation Support Services will help you to transform and optimise your customer contact and experience – helping to put customers at the centre of your solution. We can help you to optimise your existing Cloud systems or support your selection and procurement of new Cloud technology.
Features
- Collaborative design of Cloud Contact Centre strategy and Digital Roadmap
- Definition of ‘as is’ and ‘to be’ customer contact strategy
- Definition of ‘as is’ and ‘to be’ Target Operating Model
- Provision of Contact Centre industry best practice, innovation and research
- Advice and tailored training to optimise existing Cloud technology
- Benefits Analysis/ Business case development including commercial modelling
- Support to digital channel shift or omnichannel Contact Centre model
- Vendor-neutral support in selecting systems and vendors
- Procurement support including evaluation criteria
- Implementation Planning, project and change management and benefits realisation reporting.
Benefits
- Defined Transformation strategy and Digital Roadmap supporting Digital First Agenda
- Requirements documented illustrating ‘as is’ and ‘to be’ states
- Clear transformation and benefits business cases
- Optimise/harness full functionality of any existing Cloud technology investment
- Access to vendor-neutral insight on Cloud Contact Centre solutions
- Collaboration, stakeholder engagement and buy-in
- Measures and quantifies benefits post-Implementation
- Improved customer experience, equality of access and customer satisfaction
- Service optimisation resulting in operational efficiency and value for money
- Less waste, more sustainable solutions driving positive social value impact.
Pricing
£495.00 to £1,700.00 a transaction 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
5 8 8 1 7 7 4 2 3 4 5 2 8 6 2
Contact
CUSTOMERIC CONSULTING LLP
Stuart Morgan
Telephone: 07711 111424
Email: enquiries@customericconsulting.com
Planning
- Planning service
- Yes
- How the planning service works
- Customeric Consulting supports the buyer planning process by working collaboratively to explore and capture your ‘as is’ and ‘to-be’ Cloud Contact Centre strategy which fully puts your customers at the centre of the service. We can 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. Bringing extensive experience of contact centre operations, IT, industry best practice from both the public and private sectors, and vendors on the market, we can provide the insight, advice, training, and support to optimise and transform your contact strategy and service enabling you to assess the solutions, vendors, price points on the market and their relative benefits. We also bring the programme/project management expertise to manage the Procurement end-to-end. Key planning activities include: • Stakeholder consultation / strategy • Conduct 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 in line with business and operational constraints.
- Planning service works with specific services
- No
Training
- Training service provided
- Yes
- How the training service works
- Customeric's team are 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
- Within 4 hours.
- 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.
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 Consulting LLP 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
We 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 transaction 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.