Personalising the Customer Journey
The effectiveness and commercial quality of the back office and sales administration is often underestimated by companies in their active search to optimise the B-to-B customer journey. However, just like lead detection or B2B appointment setting, the performance of Customer Service back office management is a key marker of commercial efficiency and customer satisfaction.
Thus, the challenges for sales and back office are multiple. Processing large and irregular volumes of orders and invoices, received via different channels (e-mail, websites, platforms, etc.), in a reduced timeframe and with a virtually zero error rate. Maximise the profitability of your promotional and marketing campaigns (coupons, offer launches, etc.) or improve your customer knowledge by regularly enriching your CRM databases.
“Outsourcing back office and sales tasks, partially or fully, to an omnichannel B to B contact center guarantees you commercial performance and customer satisfaction throughout the purchasing process. You gain in productivity, by concentrating your teams on strategic activities for your commercial development. You will also offer a more efficient service to your customers by improving processing times and the rate of compliance of data entry.
Consolidate your service quality
We dedicate a manager, an expert in BtoB Customer Relations, to work with your teams to develop
an efficient and agile back office and sales organisation.
We realize
Analysis of the management of your back office : missions and scope, analysis of processes and tools (CRM, business applications), levels of criticality, multi-channel customer path.
The definition of your operational objectives; commercial, service quality, productivity, quality/quantity of treatment, compliance rate.
The dimensioning of your back office organization within our Customer Relations Centre: resources, customer or Wayline-specific tools, processes, KPIs.
The creation of a team of sales and back office managers, specialists in B to B customer relations, who are also trained in your tools, methods and corporate culture.
The “pilot” phase to secure the organization and test the missions with the reality on the ground before the official launch.
Managing your back office and monitoring performance: through regular reporting with your teams to ensure compliance with your quantitative and qualitative objectives.
Ensuring the efficiency of your customer value chain
Wayline increases the commercial and relational efficiency of your customer relations. By taking charge of your back office and sales department, we implement solutions adapted to the scope, diversity and complexity of the missions you entrust to us. What makes us different and your success: a stable, committed team of account managers specialising in B-to-B customer relations.
Outsourcing and delegating to us
your back office and sales management is :
- Increase customer satisfaction by guaranteeing continuity and an optimal level of service quality, regardless of your business fluctuations
- Increase productivity and quality by improving processing time and compliance rates and by integrating our processes with your applications (CRM, ERP, etc.)
- Benefit from a rapidly operational and flexible structure to manage the follow-up of your commercial operations (data entry, recording of delivery notes/invoices/orders, e-coupons, etc.)
Discover our case study
The client’s request
An industrial company, world leader in the manufacture of windows for professionals, wanted to improve the process and profitability of its multi-channel couponing operations. These operations were falling short of its service quality objectives (data entry errors, processing time, updating of file information) and ROI. It therefore wanted to entrust the overall management of these operations to a specialist in B-to-B customer relations.
Its objectives:
- Reduce the error rate in the management and follow-up of files
- Optimise the time and processing mode of each channel (telephone, e-mail and paper)
- Increase customer satisfaction
Our answer:
We have deployed a multichannel back-office and sales organization (telephone, mail, and post) with :
- A team of B2B customer relations experts
- Customization of processes for each communication channel, including email and postal addresses for receiving physical and dematerialized coupons and a dedicated number for receiving and sending calls
- The development of a web platform for the administration of online files (registration, data entry and archiving) and a specific system for the management of physical files
- The implementation of a daily reporting system for our client with KPIs to measure the performance and quality of operations
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