Customer services

Great customer service is about exceeding expectations. If you know who your customers are, understand their specific needs and design your service organisation around them, you can build a market leading experience, improving retention and referrals.

Every touchpoint is an opportunity to improve your reputation. In some scenarios, contact should be slick, digitalised and hassle free. Elsewhere, a personalised or proactive approach can really wow customers.

How we help clients

Accurate and adequate customer information and empowered service teams are the driving forces behind great customer service. When you’re selling to other companies, you need to provide your clients with an integrated, reliable and seamless service so they can focus on running their business and not on managing you.

We help you understand what your customers need from your service and structure your processes, teams, tools and data in way that optimises their experience.

We use design thinking and information and process discovery techniques to solve problems. We are pragmatic and outcome driven and will analyse your data and processes and use rapid prototyping to create a tangible version of your service which can be tested with consumers. Continual improvements are made to new processes.

We scrutinise data to understand the strength of your customer relationships across different segments. Using key benchmark metrics, we compare your organisation with the marketplace to identify opportunities for improvement and help understand customer needs. Interactions with consumers and associated business processes are evaluated to transform your customer experience.

First and foremost, our consultants will listen to your concerns and requirements before assessing where you are today. Our unique methods will help redefine your customer strategy and bring swift improvements.

“The Clarasys team were great – they quickly understood the culture of the organisation and worked with us to get the results needed. The team provided sound advice and guidance to our senior team. Thank you.”

Nicola Smith

Director of IT and Facilities, The Children's Trust