From the moment a company is aware that its growth is strongly correlated with its ability to satisfy and retain its customers, the rigorous and proactive management of customer capital becomes a major business challenge and priority for the sustainable growth of the institution.
Henceforth customer satisfaction is achieved by refocusing the company on its customers and their expectations in an approach of equals, to define and develop the overall service offering and products, establish criteria for satisfaction and allocate the necessary resources to serve them according to the best channel and at the lowest cost to both parties.
 
In this context, Wevioo has developed an expertise and a tailored approach to Customer Relationship Management projects in order to effectively help companies enhance their customer focus, to better align their organization and processes and to take advantage of new information technologies and underlying trends (Multi-channel, Web 2.0, big data, etc.).
 
Our range of service cover:
  • Requirement development and gap analysis for aligning client organizations with a "Customer Centric" vision 
  • The definition of customer-oriented business models, processes, roles and KPIs
  • Development of functional and technical requirements for the selection of a CRM solution
  • Support in the design and development of CRM technical architecture
  • Development of the CRM project implementation charter including implementation strategy, implementation plan, implementation organization and implementation budget.
  • Support in the software selection and in the contracting phases
  • Support throughout the implementation of the CRM project
 

 

Business cases

Review and assessment of CRM business processes and gap analysis vs. CRM best practices. Project deliverables supported the improvement of the CRM processes.
Maroc Leasing has since boosted its sales and ensured customer satisfaction.
 

 

Development of the business and technical requirements for the acquisition of a 2.0 Multichannel CRM (branch, call center, website, mobile banking, social media, etc.).
In addition to the requirement development, the Bank reviewed its operating model and processes to adopt a customer-centric approach.
 

 

Software selection, project management and change management support throughout the multi-country deployment of the new CRM solution.Completion of the project within the deadline, on budget and on scope.Improvement of sales department performance and reduction of CRM solution operating costs.  

Supported the client in the implementation of the 1st CRM function in the Tunisian Financial Services Sector. Our involvement covered the development of the Operating Model, the identification of the required functions and roles and the identification and selection of the required technology.

Establishment of a multi-service contact center  (customer recruitment, after-sales services and collection) the first toll-free number in the local market. This solution enabled the client to differentiate itself from the competition.