Skip to Main Content
Access your saved content
Accenture works with clients to redefine customer service as part of an overall strategy to achieve high performance.
We help enterprises integrate new service models that appeal to a more varied consumer base, target the right sets of customers and use technology to produce value-based service experiences. When combined, these capabilities can reduce churn and help drive predictable buying behavior and loyalty among an organization’s most important segments.
Accenture Service Transformation gives customer service executives the power to achieve true customer-centricity and reinvent customer service to:
Improve customer satisfaction at the transactional and relationship levels.
Develop cost-efficient service delivery that balances value to the customer with enterprise value.
Get the right answer to the right customer through the right channel at the right time.
Enable a differentiated service proposition across the entire value chain and customer life cycle.
Learn more about Customer Service Transformation
Accenture offers a portfolio of strategic, analytical and operational service transformation solutions and services that help clients raise their performance levels and increase profitability. Our services are anchored by tested methods and tools; pre-integrated architectures and processes; and a worldwide network of resources for solution delivery and operations management.
With the Accenture Service Transformation approach, we have helped leading global organizations analyze and transform every aspect of the experience they offer their customers—from service request receipt to completion, across every channel and every employee that helps shape this experience.
To create a customer service organization that supports high performance, customer-service executives must embrace the entire customer value chain and customer life cycle, and then consistently deliver a satisfying service experience even as customer expectations change. Accenture Service Transformation provides the framework to guide organizations through these steps as well as the methodology to monitor and fine-tune customer contact continuously to sustain initial cost benefits.
Differentiated service experience: Evaluate current service operations; segment and analyze the customer base; and devise a customer experience blueprint that balances the cost of service with the current and potential value of customer relationships. Incorporate customer behavioral insights and implement employee skills, competencies and performance measurements to support delivery of the desired customer experience.
Customer enablement and channel integration: Identify high-impact opportunities by tracking customer intentions and behaviors from channel to channel. Increase customer usage, maximize the benefits of particular channels and supply consistent information across all channels so that customers get the right answer no matter how they choose to interact.
Service Delivery Management and Optimization
Service-enabling technology and architecture: Integrate and optimize technology to streamline operations and provide visibility across all touch points within one framework to quantify the experience from the customer’s perspective. Route customer contacts to the best sourcing option based on defined business rules, such as contact history, service tier, quality, cost or fulfillment time.
Service operations and analytics: Define a common framework and business capability to manage customer-centric metrics by identifying cost-saving areas in operations, contact centers and workforce and vendor management—all while providing a consistent customer service experience.
Skip Footer Links