Service · Customer Service
Customer Service Optimisation
More staff rarely solves the problem. Fewer enquiries do.
Analysing service performance and costs and implementing improvements to processes, staffing and tools. The result is a diagnosis, implemented measures and tracked service KPIs.
Usual
What you often get
An analysis with benchmarks and the advice to hire more people or buy a new tool. Both cost money, and neither changes why people call. Soon the queue is as long as it was before.
IntoOps
What you get from us
We don't just count enquiries; we count their reasons. Many can be fixed at the source: an unclear invoice, a missing shipping email, a form that doesn't work. Better shift plans and process automation take care of the rest, implemented rather than just recommended.
Service components
5 components. Each one available on its own.
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Assessment of processes, staffing, tools and results.
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Response times, resolution rates, satisfaction and cost per contact.
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Forecasting contact volumes and planning shifts.
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Why customers get in touch and how to avoid unnecessary contacts.
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Routing, templates and automation in service tools.
What you'll have at the end. Results you can check.
- A diagnosis of processes, staffing and tools, with a prioritised list of actions.
- An analysis of contact reasons, showing the causes that can be eliminated.
- A configured service dashboard that brings together figures from ticketing and telephony.
- A volume forecast per channel and weekday with a matching shift model.
- Changes implemented in routing, templates and automation, each with its effect measured.
When you need this. And how you'll know.
- Waiting times are rising, even though you've just hired new people.
- Your service costs more every year without getting any better.
- On Mondays the phones collapse; on Fridays the team is bored.
- A new ticket system has gone live, but the processes are the old ones.
- You have plenty of KPIs, but none that anyone acts on.
Rarely alone. Never bundled.
Customer Service Optimisation often works together with these services. We'll tell you honestly when a combination makes sense, and when it doesn't.
Shows up in these initiatives.
You don't need a whole initiative to get Customer Service Optimisation. These examples show where the service is often needed.
Good questions. Straight answers.
Is this about cutting jobs?
Not automatically. Fewer unnecessary enquiries free up time for difficult cases and for customers who would otherwise wait.
What you do with that time is your decision. We show you openly what the figures say.
Do you work with data from our ticket system?
Yes, and with data from telephony, chat and reviews. Where it's missing or doesn't fit together, we build a clean basis with data analytics & BI. Without it, every KPI is a guess.
Does a better shift plan help on its own?
Often, when volume fluctuates a lot. It doesn't change the reasons for the enquiries, though, and our assessment will say so. You can still commission shift planning on its own.
Will you look over our team's shoulder?
Yes, with the team's consent and, where there is one, the works council's. We listen in on calls, read tickets and talk to the people who answer every day. Whoever is on the phone daily usually knows best where things get stuck.
Proof first. Contract second.
In the free Initiative Check, we listen for 45 minutes and ask the questions that usually only come up after the contract is signed. Then you get a short written assessment: what we see, how we would go about it and roughly what it would take.
No obligation. And if we're not the right fit, we'll tell you.
Or write to us at hello@intoops.com.