CRM/HelpDesk Diagnoses & Evaluation

BusinessLine consulting department propose the CRM / Help Desk Diagnoses & Evaluation.
BusinessLine's consulting department has participated in projects in more than 50 support services and customer departments in France and in Europe in less than 2 years.
The consultants have acquired an expertise in the implementation of 2nd generation CRM / Help Desk solutions: faster, cheaper, more flexible, more user-friendly...
They have developed a methodology for setting up CRM / Help Desk tools, which corresponds to the expectations of decision-makers and users.

BusinessLine CRM / Help Desk Diagnoses & Evaluation: The winning consulting for your customer service!

* FROM 3000 € *

Please don't hesitate to contact the team from BusinessLine:
service-client@businesslinegroup.com

CRM / Help Desk Diagnoses & Evaluation: Phase 1

Definition of goals

This first phase aims to define the plan for the project and organize expectation and goals. A start-up meeting including you and the team from BusinessLine who will be doing the evaluation of your current situation will allow defining your priorities: Defining the productivity and efficiency gains, minimizing the risks, satisfying the users better...

Current situation: Evaluation of your customer service

BusinessLine's consultants will rapidly evaluate your organization through a series of interviews with the internal, or external, participants from your customer service. These interviews will be very interactive but guided by frames, which are build by BusinessLine consultants who have specialized in 2nd generation customer service.

The evaluation is carried out on location in a couple of days. The study concerns the domains touched by the potential up-start of a customer relationship management project:
- Tools and informatics equipment currently used
- Existing teams
- Existing procedures (workflow, company chart...)
- Concerned users / customers

By completing a study of your organizational documents and your data, and by benchmarking your organization against those from similar sectors capitalized in the BusinessLine knowledge base, the BusinessLine consultant(s) will deliver a preliminary note, which will help you start up the second phase of CRM / Help Desk Diagnoses & Evaluation. This note contains the assessment of the current situation and a critical, constructive analysis.

CRM / Help Desk Diagnoses & Evaluation: Phase 2

Your future customer service under construction

The BusinessLine consultants are equipped with the software package Global e-line, the CRM / Help Desk software provided by BusinessLine. Reinforced by the results from phase 1, the consultants build a template of a solution corresponding to your organizational situation in Global e-line. With you and for you, they build your future Customer Service.

Your future Customer Service " live"

During 3 weeks, your future Customer Service is available to you for free in ASP mode (on BusinessLine's servers, available 24/24 through Internet). Yourself, your colleagues, your managers and your customers can consult, modify, experiment and validate your future work methods.

The advantage of this procedure is the possibility of making materialize, experimenting and testing, the principles and functions that have emerged through the audit. The result of the audit is not only a static report but also a dynamic and realistic set-up.

And later...

You have rapidly acquired a precise vision of the solutions and procedures in your future customer service. Constructed in a pragmatic way, these conclusions will help you define your strategy and make it accepted by your customers, managers and colleagues.

If you decide to implement BusinessLine's CRM / Help Desk solution for your future customer service, you will go on with Global e-line in ASP mode or you will install the solution in your information system or at your usual provider. You will then have all the advantages of the configurations and test templates created during the CRM / Help Desk Diagnoses & Evaluation.