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Services to customers
Develop a high-performing and customer-centric offer
At a time when the customer experience is becoming a major differentiating factor, service to customers is at the heart of the challenges of performance, loyalty and value creation.
OPM Conseil supports general management, marketing, operational, or customer relations departments in designing, structuring, and deploying service policies adapted to sector and challenges customers.
Our service to customers expertises
Promise and policy on cutomers services
Defining a clear, coherent, and engaging service promise is the foundation of any service strategy.
Our approach :
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Define the service strategy in line with the brand image and value proposition
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Translate this strategy into concrete commitments that are visible to the customer
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Structure the service policy around customer needs, internal processes and available resources
Promise and organisation of customers relations
Plasturgy industry
Promise and organisation for service customers
Building industry and distribution
After sales service
After-sales service is a moment of truth in customer relations. Poorly managed, it can destroy trust; optimised, it becomes a lever for building customer loyalty
Our interventions :
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Diagnosis of complaint, return, repair, exchange processes, etc.
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Reorganisation of after-sales flows, performance management (indicators, lead times, satisfaction)
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Implementation of smooth, and omnichannel after-sales customer paths
Plumbing and heating
Economic performance audit and modelling
An effective service policy relies on a detailed analysis of its costs, benefits, and operational impacts.
Our expertises :
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Evaluation of production and distribution costs of services
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Construction of economic models integrating profitability and impact indicators
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Simulation of scenarios to aid decision-making (e.g., transition from internalized to externalized after-sales service)
Eco-organisation
Services requests for proposal
In an ecosystem of increasingly outsourced and digitised services, it's strategic to manage your service providers effectively
What we do :
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Drafting functional and technical specifications for information systems or outsourced services
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Organising and leading tenders
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Assisting in the selection of providers and contractualization
Eco-organisation
Assistance with the implementations plans
Moving from strategy to concrete actions, supporting deployment, and ensuring the achievement of results.
Our strengths :
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Structuring service transformation programs (governance, planning, deliverables, KPIs)
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Managing operational implementation with business units
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Supporting change management and internal communication
Insurance - Extended waranty
Why choose OPM Conseil to support you in your services to customers policy?
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Multi-sector expertise (industry, distribution, services, environment, health, etc.)
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Agile methodology focused on customer value
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Ability to move from strategic vision to operational action
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Long-term commitment to our customers
Do you want to structure, optimise or develop your services policy ? Our experts are here to support you at every stage. Please contact us to discuss your service policy strategy.
Find out more about our assistance services for optimising your supply chain and our expertise in synergy and growth for your organisation.