Return on Investment/Total Cost of Ownership in Customer Experience
“When you look at technology in the context of CEM (Customer Experience Management), it needs to embrace CEM methodologies, enable the delivery of the brand promise and measure the experience. We all know that it’s the employees—the contact center agents, advocates or customer-loyalty representatives—who deliver the customer experience. So the technology must equip them with the right content, resources and guidance to consistently deliver the designed experience, yet be flexible enough to let them move off center when necessary.”– Shaun Smith, Smith+co,
Customer Experience Consultancy
Justifying CEM technology
The research regarding the benefits of a well-executed customer experience strategy is convincing in showing how a company can better perform. Synchrony focuses on guiding agents to deliver smarter interactions that are valuable to the customer, the agent and the organization. To consistently do this, an organization must focus on the core elements of a strategic CEM framework: people, product/services and process/technology. Synchrony is the linchpin in business transformation and technology—a key enabler for operationalizing a CEM strategy.
Making an investment in Synchrony can be justified in three areas: Operations, Customer Experience and Profitability/Organic Growth.
- First call resolution
- Call abandonment
- Average call handling time
- Cost per interaction
- Call volumes
- Transaction and compliance accuracy
- Technical support/application expertise
- Agent retention
Customer Experience impacts:
- Customer loyalty and advocacy
- Accessibility to customer
- Referral energy and buzz
- Constructive feedback
- Customer retention
- Strength of brand
Organizational growth impacts:
- Buy additional lines
- Profitable customers
- Referral business
- Market share
- Stakeholder value
Calculating ROI and TCO for Cincom Synchrony
No two organizations are the same. No two calculations for ROI and TCO are the same. Cincom can help you calculate realistic Returns On your Investment and Total Cost of Ownership in Synchrony, based on what’s really happening in your organization and your objectives. We use sophisticated calculators and modeling tools as well as a trademarked CEM+ Calculator™ from our partner Smith+co to calculate your costs, benefits and return on investment. Our team of analysts with deep experience in working with customer-focused contact centers will assist you in justifying a pilot project or a full implementation.
While many organizations realize a return on Synchrony within just months, we understand that may not be realistic for all organizations. Let us work with you to develop a realistic, operational model for guiding smarter interactions in your contact center and throughout your organization.