SERVICES

We are the Customer Solutions Experts

Specialising in Sales, Service as well as Identity and Entitlement.

Our capability, experience and commitment will enable you to

Grow Your Customer Base​

Win Loyalty

Stand Out On Service

What We Do

Customer Experience

We have the capability and experience to ensure that every aspect of the customer experience is considered. We deliver exceptional customer experiences by:

  • Mapping the customer journey touchpoints
  • Omnichannel solutions
  • End to End Case Management
  • Delivering consistently reliable information
  • Empowering customers to serve themselves whilst we help them take care of the exceptions

Sales

Delivering sales results begins with ensuring the experience is centred around the customer. Our sales methodology delivers high performance sales through transferrable processes and technology. We deliver:

  • Market and Data driven campaign planning
  • Lead Generation
  • Outbound and Inbound sales
  • Customer win back campaigns
  • Customer retention and loyalty management
  • Sales through Service
  • Business to Customer or Business to Business sales solutions

Identity & Entitlement

Back Office administration process are a core enabler to delivering the right outputs for customers. We design back office services to integrate seamlessly to the contact channels, ensuring that customers are fully informed and that we make it easy to deliver complex processes with the highest levels of compliance. We deliver:

  • Large-scale document management, processing and storage
  • Identity and entitlement verification
  • Claims adjudication
  • Grant processing
  • Data verification and cleansing

Service Optimisation & Technology

We enable an optimised customer experience and create value for our clients through leveraging technology solutions, working global leading partners. These solutions include:

  • Robotic Process Automation
  • Interaction Analytics
  • Predictive Engagement

People Managed Solutions

Our onsite service solutions are centred around sourcing, onboarding and performance management of teams working directly from our clients’ sites on large strategic programmes. Services we provide include:

  • Fully Managed Services
  • Professional Services providing PMO, Finance, ICT
  • Administration

Flexible solutions matching people, processes and technology to customer needs​

  • Omnichannel contact centre 
  • Secure payment processing
  • 24/7/365 service delivery
  • Home working
  • Insource options

Access to a 1600+ strong team of knowledgeable sector specialists 

  • Individualised career planning and development
  • Industry leading workforce planning technology and practices

Service Transition, Mobilisation and Optimisation​

  • Customer journey development, optimisation and testing
  • Lean Agile approach
  • Customer led process development
  • Transformative technology solutions harmonised to the customer journey

Collaborative, strategic relationships with our clients

  • Alignment of goals and objectives and commercials
  • Joint governance
  • Open, Transparent communication

Customer Experience Centre

In our Customer Experience Centre, we bring customer journeys to life.

Our Service Optimisation and Technology leaders work together to support our clients in demonstrating our technology capabilities enabling our people to provide a best in class customer experience in real life scenarios. This space enables our teams to jointly explore with clients how the adoption of new and enhanced technologies and processes can positively impact the agent and customer experience, driving contact channel optimisation strategies.

You can experience this in practice in our Customer Experience Centre, located in our Cork Office where we:

Storyboarding customer journeys​

Demonstrating the technical and process capabilities that support our people to deliver the best outcome for customers

Allow us to collaboratively explore the “Art of the Possible”

Get in touch with us today