We help your sales and customer experience team flourish!
Creating a customer journey is a comprehensive process that should encompass every aspect of your organization. Successfully achieving this requires attention to detail and a focused perspective with the end goal in mind.
BizSprints helps companies and teams create customer journey strategies through our process of:
ANALYZE
STRATEGIZE
DEPLOY
SUPPORT
Our team will analyze your current journey for any gaps, design unique strategies to deploy corrections to those gaps, assist in deployment where it makes sense, and finally do something most will not which is sticking around to help support your team to ensure the new strategy sticks.
ANALYZE
Companies come to BizSprints to help them figure out if what they “believe” is an issue within their customer journey is actually happening.
In response BizSprints deploys our team to perform a complete Customer Journey gap analysis with a strict focus on impact to Sales and Customer Experience.
A few ways to know if your team needs BizSprints to Analyze your CX or Sales team is:
High Turnover on your sales and customer service teams.
Customer Acquisition Cost (CAC) rising.
Net-Promoter Score at Neutral or less.
Sales numbers flat or dropping.
STRATEGIZE
Building with the end in mind, we take what we learned during the Analyze stage and now lay out our action plan. During this stage, we stress-test each milestone and build contingency plans where appropriate. This way, as we move into Deployment, we can be as prepared as possible for the unexpected disruptions that will certainly arise and impact our perfect strategy.
DEPLOY
A strategy is critical, but till it is actioned on, the plan is entirely worthless. Taking action is why BizSprints goes beyond just analysis and planning to deploy your new strategy within your contact center or at your Business Process Outsourcer (BPO).
How we accomplish this is by assigning your team a Project Action team that consists of a:
Project Manager
Subject Matter Expert
Operations Specialists
Data Guru
This team will serve as your point of contact to ensure the successful implementation of your new strategy. They will also monitor any gaps in the plan closely, devise quick solutions, report them to you, and update the project without delay. BizSprints is agile and operates at the pace of your center—now (No One is Waiting)!
* The Action Team can support projects that BizSprints did not build. However, a discovery session is required for these projects.
SUPPORT
Your solution is now deployed and running—now what?!
That’s right; it’s time to ensure it doesn’t break and have someone on the team who continues to ask WHY something occurred.
Our WHY Team provides your contact center the additional protection you need to ensure your back is always covered. So, when you observe a 200% forecast spike in web chat traffic at 1:00 am, followed by a 125% forecast spike at 1:15 am, you can rest assured that someone is investigating the WHY while you scramble to find support for your overwhelming queue.
The WHY Team is a unique group composed of:
Workforce and Traffic Analysts
Business Operations Analysts,
Business Intelligence Analysts and former Operations Management Team Members
The WHY Team doesn’t just provide a data point; they identify the root cause, offer supporting data for their claims, and suggest action items for your team to evaluate based on the urgency of the staffing impact.
In summary, this is the command center every ops team wishes was watching their back!