Combining customer satisfaction and employee fulfillment
Customer relationship management is a priority for companies, and comes with the following challenges:
Knowing and understanding your customers and prospects
Delivering a relevant, consistent experience across all channels
Creating brand loyalty and commitment
Putting in place the right organization and tools
But it also means taking care of your employees – because an engaged workforce is a major contributor to customer satisfaction. Listening to them and involving them in all stages of customer journey analysis and optimization are therefore key factors in your relationship strategy.
What do we provide our customers?
A “Human Centric” approach
Our approach combines expertise, methods and tools for customer journey analysis, UX design and employee fulfillment.
Understanding the customer through exploratory analysis and study of the customer journey
Designing the future customer experience through ideation and prototyping workshops
Defining the customer relations transformation roadmap
Integrating the “employee fulfillment” dimension into customer relations projects
Among our best stories
GRDF – Change management for technicians to create customer loyalty
“A mission well-known and recognized by all: project team, regional managers, trained agents, extremely well mastered as far as savoir-faire and social skills are concerned, which enabled the beneficiaries to make pragmatic and efficient progress in their practices.”
— Didier A., Customer Support & Advisory Representative, GRDF
Confronted to the 2020 environmental regulation and to the threat of a decrease in its clients, GRDF launched its Customer loyalty creation program. This project of national scale impacts 4,000 technicians who were identified as key actors in building loyalty.
Oresys played an essential role by offering a complete approach: detailed diagnosis, proposal of an action plan, support of technicians and managers. Training sessions, seminars and communication means were implemented to improve customer interactions and change the technicians’ posture. A loyalty reporting tool was also created, facilitating the management of this topic for managers.
Thanks to Oresys’s intervention, 179 technicians were accompanied on customers tours and 980 technicians were trained in only 6 months. GRDF has since witnessed an increased involvement of its technicians in the customer loyalty initiative and can support more customers in their projects.
Toulouse Métropole Habitat – Customer Relationship Management overhaul program
With customer relationships optimization as a key transformation focus, Toulouse Métropole Habitat (TMH) initiated a program to overhaul its customer relationship management to enhance user experience for various client segments and improve the quality of life at work for employees.
Oresys collaborated with TMH to diagnose existing customer journeys, define target journeys, and identify the necessary changes to achieve these goals. The mission involved interviews with employees, on-site observation of customer journeys, formalizing observed journeys, and constructing a three-year transformation roadmap.
The Oresys team analyzed 300 customer journeys, identified 18 key projects, and provided a tool-basedapproach and solid expertise to optimize the customer experience. The success was based on a comprehensive approach and continuous customer involvement, as well as considering employee well-being. Following the program validation, Oresys supported the Project Director and especially the project managers for 18 months in the operational management of their respective projects.
TotalEnergies – Supporting Electric Mobility offering launch
The automotive industry and the corporate fleet management market are entering a major transition phase: energy transformation and shift to electric mobility. As part of its BtoB Mobility Service Provider activity around its Mobility offering, TotalEnergies is launching an innovative integrated offering that includes:
– Providing charging solutions
– Access to an extensive and multi-purpose charging station network
– Supply, installation and operation of charging stations at BtoB client sites.
Oresys supported TotalEnergies in bringing the offering to market, upskilling sales forces and structuring internal processes:
– Offering structuring
– Sales team skill development and maintenance
– Commercial development
– CRM & Case Management requirements framing
The offering was brought to market and several significant tenders were won.
