Service Delivery Process Experience, Benchmarking, and Intelligence
CustomerSync is ATLANTIC-ACM’s proprietary process to aggregate, compile and assess detailed information about the service delivery process of leading carriers across core data services to help find holes in their current process and improve customer experience.
The study will enable carriers to not only understand their individual service delivery process, but be able to benchmark their performance to their peers
In 2014, ATLANTIC-ACM was engaged in a study to assess the competitive service delivery of a tier 1 U.S. carrier benchmarked against its key competitors’ processes.
This study provided rich insight into areas where processes broke down, could be improved upon, key customer pressure points, and best practices within service delivery.
ATLANTIC-ACM continues to broaden the scope of this study and assess the same processes and key performance indicators across a variety of carriers to broaden the range of data and generate even richer insight.
The purpose of this newly formed study, CustomerSync: Service Delivery Assessment, is to aggregate, compile and assess detailed information about the service delivery process of leading carriers across core data services to help find holes in their current process and improve customer experience.
ATLANTIC-ACM will analyze customer data through multiple themes to fully understand process successes and pressure points
ATLANTIC-ACM will create a proprietary model which will help monitor and capture customer experience across a number of predetermined variables and leverage this model to build a weighted average to help assess areas of strength and areas for improvement.
ATLANTIC-ACM, upon your consent, will track from start to finish the sales and service delivery process for 20 of your customers in real time to understand their experience across a number of key themes:
- Contracting and Preparation
- Order Initiation
- Service Delivery Process
- Customer Touch Point Management
- Customer Communication
- Vendor Order Management
ATLANTIC-ACM will input responses and monitoring data into the proprietary model.
ATLANTIC-ACM will present findings from the study to participants which will include:
- Individual analysis of carriers’ customer responses
- Key areas of improvement
- Industry best practices, trends and insights
Carriers will be able to leverage CustomerSync to allocate capital and resources efficiently to areas of their delivery which impact and effect customers the most
Carriers who enroll in the CustomerSync study will be able to:
- Better understand their individual service delivery experience including areas of excellence, areas which require improvement, and customer/model pressure points
- Benchmark their experience against their competitors across a number of categories and variables and over time, benchmark customer experience historically
- Leverage industry best practices provided by ATLANTIC-ACM to further improve their individual service delivery model