For Truenorth the thought process begins defining the Customer Journey. It provides the
complete sum of experiences that customers go through when interacting with a company and brand. Instead of looking at just part of a transaction or experience, the Customer Journey documents the full experience of being a consumer. Mapping the journey creates the stages and steps from beginning-to-end of the consumer experience, identifying
potential highs and lows. We approach it as process of creating a visual storyline of customers’ interaction with a brand. It is an exercise that help us step into the customer’s shoes and see the business from their perspective. As such, we gain insights into their pain points and the areas of improvements.

Our Core Services

The Customer Experience Operations: We pride ourselves on having satisfied a wide array of complex clients. More than a contact center, we are a Smart Center. Our cloud based state-of-the-art, Customer Experience Operation leverages Technology and promotes Teamwork to generate measurable performance improvement as well as deliver a proactive, interactive consumer experience.

Commitment to Customer Satisfaction: Our solution focuses on measuring First Contact Resolution (FCR) and quality of service directly from the customer through an automated interactive survey following their experience with the Consumer Engagement Team. By solving customer problems, the first time will translate to more productive and efficient customer service solutions.

Omni-Channel solution: Pushes past the operational tactics
of multichannel into a business model that weaves those channels together and shares data between them, enabling customers to conduct business with companies however they want, whenever they want.

Data Analytics & Insights: Reporting is done with intentionality and for the right purpose. The objective is to transform data into actionable insights, in real time. Measuring performance ensures that the business objectives are not followed blindly. Our analytics platforms provide user-defined time parameters that allow managers to recognize, track, and predict trends toward increased efficiency and profitability over a variety of time periods.