Innovation in CRM

Insight Initatives
HEROtsc have developed an evaluation model, Insight, to drive understanding & improvement of the operations of our current & prospective clients. The Insight process allows HEROtsc to turn data into intelligence and subsequently provide concrete actionable insights.

Stakeholder Engagement
The first and most important stage of the Insight evaluation process is our understanding of our client or prospective clients’ strategic business objectives. We seek engagement with key stakeholders in the client organisation to ensure such objectives are accurately captured and that subsequent improvement actions are mapped against the overall strategy, thereby delivering relevant actions for overall business improvement.

Value-Chain Analysis
In suggesting improvements to a prospective client’s business it is not enough to simply understand their business model – within the Insight framework HEROtsc undertakes a broad analysis of the prevailing market, competitor, and customer conditions & environment. This ensures we have the necessary understanding of the external factors which both influence the prevailing strategy and which are an important ingredient in the construction of our final actionable insights.

Discovery Days
HEROtsc have developed a highly systematic approach to developing wide and deep understanding of prospective client’s business and operating framework. Through a process of “Discovery Days”, HEROtsc representatives spend time within the client organisation, engaging with client employees at all levels to understand and observe all aspects of operational delivery. To complete this analysis, HEROtsc become “customers”  - experiencing all aspects of the product/service supplied by the client in question to fully understand what challenges are faced by customers and which may & do subsequently become customer management issues. This rich feedback, combined with in-depth analysis of all relevant client business & operational data, is used to populate our bespoke Four Box Model (described below) which in turn drives real insight to the operating framework and overall customer experience.

Four-Box Model
Using data collected during the Discovery Days exercise, this model is deployed to provide a qualitative view on the Process, Policy, Technology and People elements of any client’s current operational solution. This enables us to identify those key elements that fundamentally drive the overall customer experience, and develop plans within the four-box areas to drive out root-cause customer dissatisfaction and inefficiencies.