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The Solution:


DDC OneView is born out of the need to provide clients with a system capable of bringing together customer data in one place and creating business critical insights from that data. These insights can provide retailer differentiation, operational and financial performance improvement.


DDC OneView gives you the ability to identify the optimal way to spend your money, maximising your ROI continually. It can be broken down into individual elements that together make up a complete solution providing a transparent and effective customer journey.

DDC OneView is designed with the agility to work for a wide range of customers and projects, creating a system that enables you to maximise your potential.

THE ONE VIEW


There are several sources of information that make up a holistic customer profile, and these define the relationship between customer and organisation. The OneView approach is designed to pull this together in a simple dashboard for the relevant parties.

Internal sources will include:


  • All customer interactions with your systems

  • Operational and historical data about your customer

  • Interactions with your people (call transcripts and webchat)

  • Customer visits and behaviour on your website
  • External sources are also included to complete the broad scope:


  • Social Media, Forums and Blogs

  • Surveys (SMS, webform, Trustpilot etc.)

  • Market Pricing Data
  • DONT REMOVE



    This information is gathered and displayed in a manner tailored to your requirements, and from this, reporting is also simple and specific to your individual needs.

    Integration and Analytics


    Using this platform, the data can then be analysed for key issues, trends and metrics.


    Typically, the following areas can be explored:


  • Why/how did the customer contact you?

  • What were the common issues?

  • How well/quickly was it resolved?

  • What is the average number of contacts to resolution?

  • What is the average time to close?

  • What was the final disposition?

  • How many closed issues were re-opened?

  • Can we make improvements to the processes?
  • Analytics


    Using this platform, the data can then be analysed for key issues, trends and metrics.


    With a view to:


  • Reduction in the number and length of calls.

  • Redirecting calls to online resources or chat technology.

  • Optimising marketing spend to retain and gain the
          greatest number of customers your budget allows for.

  • Identification of successful upsell strategies.
  • IMPROVEMENT MODEL

    BENEFITS

    Increased Customer/FTA Ratio

    Reduce Customer Attrition

    Improved Relationships

    Protecting & Enhancing Future Growth

    Improved Efficiencies; Time Saved, Costs Reduced

    Maximise Resources

    Utilise Data

    DDC OneView is designed with the agility to work for a wide range of customers and
    projects, creating a system that enables you to maximise your potential.
    To discuss this in further detail
    and understand the full capabilities, please see below;

    01909 488 600


    enquiries@ddcos.com

    DDCOS Logo

    DDC Outsourcing Solutions,
    Manton Wood Enterprise Park,
    Worksop, Nottinghamshire S80 2RT