BUSINESS SOLUTIONS

IMPROVING CUSTOMER SERVICE

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Usually, companies who are focused on improving customer service invest in CRM systems and set up call centres to service their customers. But all too often they fail to provide a first class service or deliver the promised cost benefits.

In Brennan's experience, there are 2 main reasons for this:
  1. Aligning technology with processes
    Often, companies fail to align their CRM technology with their business processes, their corporate culture and their customer service systems. While the technology may be operationally sound, customers are short-changed on service levels.


  2. Managing multi-channels
    Another main reason is that traditional call centres aren't able to cope with the latest digital communication channels. Call centres focusing only on phone interactions need to be converted to multi-channel contact centres using technology equipped to handle multi-channel communication - including phone, online, SMS and email.

    In the hands of experts like Brennan, customer contact is a golden opportunity to build long-term profitable relationships and increase profits.



Brennan helps you realise the benefits of both multi-channel contact management and self-service, through intelligent routing to optimise efficiency and boost customer satisfaction.


MULTI-CHANNEL CONTACT

 Your customers have a wide choice of contact channels available - from phone to email, SMS and soon there'll also be interactive TV. Failing to deal with this deluge of contacts effectively can mean alienating customers or missing sales opportunities. Brennan offers an integrated approach to multi-channel contact management - which is key to improving customer service.



IP CALL CENTRES

 A multimedia IP call centre enables all forms of voice and data communication within a single enterprise network, through Internet Protocol (IP). The Brennan Solution is flexible, easy to implement, and delivers real and measurable productivity improvements. Read more about IP Telephony



SELF-SERVICE

 About 70% of all call centre costs are labour. (Source: Datamonitor) But by offering self-service channels with no need for agent/customer interaction, these costs can be cut drastically. In hard figures, a traditional call centre costs you on overage $15 per call; whereas self-service applications like interactive voice recognition (IVR) or providing the answer on a website cost under $3 - a saving of at least 80%.

Brennan provides a full range of self-service applications - including advanced interactive websites, IVR and automated email response.



INTELLIGENT ROUTING

 Intelligent routing is a pivotal concept when it comes to your multimedia contact centre. Simply put, it means all customer contacts are routed in the best and most relevant way, according to:
  • Media type
  • Customer value
  • Agent skills
Intelligent routing is a key component to delivering a number of business benefits, including enhanced customer satisfaction and cost savings, coupled with increased revenues through cross- and up-sell.

Brennan can build you a multimedia contact centre with intelligent routing that offers self-service and lets you optimise your customer contact effectiveness. Turn a cost centre into a profit centre - with Brennan.