Services
As an organization, how do you make things as easy as possible for your customer? By offering a uniform, professional appearance in which your customer feels safe and understood.
But how do you connect internal systems? How do you make customer scenarios transparent? How do you ensure that house style guides are adhered to? And how does management gain insight into the results? The answer to these questions? Eclipse! We’ll take these challenges off your hands.
Don’t wait, take a look at our services now. Or contact us at +31 (0)40 – 820 00 40
Bundling customer data
Customer information and data are stored in different systems. In a CRM system. In a customer contact system. In an invoicing package. Eclipse bundles customer data using a Canonical Data Model (CDM). With it, we structure and validate all available customer data. And we can enrich data, if necessary.
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Linking applications
The e-mail you sent wasn’t opened. Therefore, you want an automated reminder to be sent by SMS. In addition, the call center has to call the customer, just to be sure. This method requires that applications intercommunicate perfectly: intelligently, automatedly, and securely.
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Working out scenarios
Suppose a customer opens an e-mail, clicks on the link in that e-mail but ultimately doesn’t log in to their account? As a result, the action expected of the customer, such as modifying a subscription, passing on data or accepting an offer, does not take place. Now what?
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Set up flexible customer journeys
Arranging and executing the perfect customer journey, giving customers or employees specific tasks and roles, initiating actions based on the behavior of customers or employees? At Eclipse we organize these activities using our dynamic workflow.
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Uniform communication style
An employee at the administration department sends a reminder by e-mail. The e-mail has a neat layout and the communication style is formal. “Dear Mr./Ms. … Sincerely …” At the same time, an employee at the customer contact department also sends an e-mail. The employee is new, the e-mail layout is not yet set up and the communication style is informal “Hi … Thanks …” The email also contains two spelling errors but unfortunately has already been sent without having been checked.
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Tapping into new customer channels
You’re considering developing an app. Not least because push notifications and the ‘red dot’ in the app will make the user more willing to take action. You also want to use WhatsApp as a communication channel. Where do you start? How do you set up these channels cleverly? And how can you be sure that you never lose customer data between these channels?
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Management dashboard
How long are customers ‘on hold’ on the phone? What works better as a reminder: SMS or WhatsApp? How long does it take to turn a prospect into a customer? Within how many days will an invoice be paid? How often does a customer log into their user account? How is the NPS score developing? Whatever figures you want to measure, Eclipse provides tailor-made KPI-BI dashboards.
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