Client Management / Customer Care

The Customer Service models have evolved, with robust technology platforms at the Front, Contact Center and CRM levels, together with greater accessibility in the opening of more PoS and the availability of electronic means. The above, being necessary conditions that impact on levels of satisfaction, today are no longer enough as the segments and customer clusters behave and change differently and in shorter times.

Our Digital Business Operations Process (DBOP / BPO) area, through its AIIR platform (Advanced Interaction Impact Results), provides services that integrate Front and Back Office interactions. The 5M that we have called the Model of Attention, Business, Interaction, Relationship and Operational Management, are part of the Digital Transformation, where our services allow to align the Value Chain to the Value Offer.

We can enhance the Customer Experience, seeking the right balance in the use of Technology through Advanced Analytics tools, Virtual Assistants, RPA, IA, IoT, Machine Learning, Increased Reality among others, which are part of BDO Advantage Suite Technology.

Our Digital Business Operations Process (DBOP / BPO) services for Commercial areas are translated into:

1. Attention and Customer Management, under a horizontal inter-area model, minimizing response times and making the interaction profitable through Cross and Up Selling activities.
2. Multichannel and Omni-channel Platform, managing and integrating the Front and Back Office, with online process monitoring.
3. Sales Integrated Program, management of remote channels and sales teams in the field.
4. Back Documanagement, which initiates, monitors and manages the Commercial Back process supported by BDO Advantage Suite Technologies (Document Management, Workflow, RPA (automation), among others.
5. Channel Management, specialized support to internal and external channels, promoting the Time To Market, Control and Online display of commercial and administrative processes.
6. Interactive Data Management, with actions that generate impact in Prospecting, Loyalty, RGM (Revenue Growth To Market) processes, with Advanced Analytics tools.
7. Research and continuous measurements, through models of Continuous Improvement and Root Cause, evolutive and mobile over time, aligning Client experience and internal Collaborator.