Business Consulting

Questioning, Improving, Transforming

Embedding a new customer orientation into the organization’s culture implies an approach that involves change management and appropriation.

During each phase, our consultants provide their extensive experience; translating into significant results for our clients; and maintaining the link between medium-term vision and the existing reality.

The Activeo Business Consulting entity covers three areas of expertise:

Customer Relationship Performance
Customer Experience Management Optimization
Customer Management Technology & Business Needs

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Customer Relationship Performance

The Customer Relationship Performance team within Activeo business Consulting accomplishes benchmarks and audits performance management for our clients, elaborates methods, indicators, and helps selecting outsourcing service providers.

It performs business coaching and trainings. The objective is to respond to the following needs that enterprises are seeking to fulfill:

Obtaining the French Customer Care Centers Certification (NF Service CRC)
Ensuring their service centers’ compliance with the standards ISO 9001 version 2008, COPC, Social Responsibility label
Comparing their Customer Relationship Performance with competitors in the same industry; or with best practices in the market
Reinforcing their customer service teams’ skills

Customer Experience Management Optimization

Our expertise is to establish customer service development plans, steer organizational change management projects, design processes and formalize procedures, implement process optimization methods (Lean, Six Sigma, Voice of the Customer) and localize / set up customer service centers. All with the ability to transform a general situation or objective into a concrete action plan combining proven methodologies and operational field experience

We respond to the following customers needs in:

Developing a strategic customer management plan

Aligning the customer service with strategic objectives

Implementing a company culture fostering best practice and knowledge sharing

Improving customer experience by optimizing process

Creating, implementing or relocating customer contact centers

Technology Management and Business Needs

This teams’ expertise is to identify state-of-the-art technologies to fulfill requirements and business needs, provide preliminary study and ROI calculation, write scope statements and manage the implementation of the chosen solution with reorganized IT providers and service vendors. The key differentiators are based on the understanding of the businesses stakes and the technical feasibility and being a facilitator between IT and other business departments.

The most frequent clients' needs are:

Engineering of telecom infrastructure
VoIP (Voice Over IP) Projects
Collaborative Business ambition
Seeking of CRM or Knowledge Management solutions
Design of call center solutions (IVR, ACD, Workforce management, e-mail management…)

Business Partners

The LimeBridge alliance provides practical experience to CEOs, Sales & Marketing Directors and Operations Directors as well as specialist customer service professionals.

From quiet coaching to major programmes of change we have extensive resources to help you get things done. Each of the alliance members believes in working alongside executives, managers and people to increase their company's bottom line performance.

We share best practice, methodologies and experience to benefit clients and their customers locally. We collaborate closely to help our multi-national clients implement programmes in the major economic zones. We can give you both the reach and the reassurance of making things work and getting things done from people who have been there before.

L'Association Française de la Relation Client was created in 1198 and includes 700 members,. Activeo is an active member of this association. It participates in animating debates, conferences and think tank groups. The association brings value to its members in technology, quality, legal and social areas www.afrc.org

NF Service Centre de Relation Client is a prestigious label of Customer Relation Quality in Contact Center. Activeo advises companies and helps them to define the appropriate KPI, organization and steps needed to reach the quality level to obtain the NF Certification. The certification is now evolving towards a pan European norm (NF EN 15838). www.afnor.org