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Business Process Services Customer Experience Sales Play English Letter

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0% found this document useful (0 votes)
31 views3 pages

Business Process Services Customer Experience Sales Play English Letter

Uploaded by

fikota2314
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Sales Play Overview: Day 1

Business Process Services for Customer Experience

WHAT IS THE SALES PLAY? CLIENT BUSINESS CHALLENGES AND NEEDS CLIENT DESIRED OUTCOMES
DXC Technology’s Business Process Services (BPS) for
CLIENT TYPICAL RELATED
Customer Experience (CX) brings together innovative STAKE- CHALLENGES NEEDS Integrate digital, social and
advisory, technology and workforce capabilities that HOLDER
enhance the customer experience and reduce TCO. mobile channels quickly
Integrated offerings include: 1) CX Transformation • Operational silos; • Better enterprise-
challenges in integrat- wide view of cus-
Services — focused on transforming customer touch-
ing marketing, business tomer experience
points to improve customer experience; 2) CX On and IT objectives;
CMO/CXO • Improved analytics to Improve analytics to better
Demand Services — a cloud contact center platform inability to provide understand customer predict customer needs
with omnichannel engagement capabilities; and 3) CX a consistent brand needs/next best
Agent and Workforce Services — a global workforce experience action, in real time
of 20,000 experienced agents providing multichannel,
• Maintain legacy • Rapidly test/deploy
multilingual marketing, sales and customer care.
systems while deploy- new capabilities Reduce current operational costs
ing new interaction • Opex model that can through cloud transformation
WHERE IS IT RELEVANT?
channels/capabilities easily scale up/down
Americas that transform IT
CIO • Keep pace with
AMEA support to CX support
technology innova- Retain customers and strengthen
ANZ • Day-to-day “firefight- tion and respond to brand loyalty to improve sales
C&N Europe ing” diverting competitive threats conversion rates and increase
S. Europe resources from
innovation projects cross-sell/upsell
UK&I

• Lack of visibility/ • Evolve from service


control of processes; and support-centric Optimize contact
INDUSTRIES
constant pressure to operations to center workforce
Healthcare P improve efficiency and customer, sales-
P drive out cost — while centric culture
IP Industries Insurance
P Operations meeting SLAs • Automation to
Transportation
Manager • Reaching the produc- eliminate low-value
tivity plateau with activities so staff can Deliver self-service and
Banking and Capital Market P
diminishing savings focus on higher-value automation capabilities
Consumer Industries and Retail P
from traditional labor services
Other Industries Energy and Technology P arbitrage models • Attract and retain
Manufacturing P skilled talent
Public Sector P

DXC TECHNOLOGY PROPRIETARY AND CONFIDENTIAL — FOR INTERNAL USE ONLY


SALES PLAY OVERVIEW: DAY 1
SALES PLAY OVERVIEW: DAY 1 Business Process Services for Customer Experience

CLIENT CONVERSATION TYPICAL QUESTIONS FROM CLIENTS WHAT SOLUTIONS DO WE HAVE, AND HOW
What are best practices for customer engagement and DO THEY MAP TO CLIENT NEEDS?
how do I improve or accelerate my CX strategy?
ELEVATOR PITCH CLIENT NEED OUR SOLUTIONS
Our advisory services can help you assess current CX
Tapping into more than 30 years of experience Rapidly define, test and • CX Transformation
maturity against industry best practices, develop deploy CX strategies that Services
in creating, connecting and integrating market-
operational improvement roadmaps linked to CX grow sales, reduce costs
leading technologies, DXC Technology’s BPS CX
strategy, and rapidly define, test and deploy new and improve customer
services can transform the way you engage with retention
your customers. We represent our clients’ brands CX capabilities.
as the face, voice and digital channels across the Deploy customer engage- • CX On Demand
Do I have to outsource all my agents to DXC? ment technologies by Services
full customer life cycle — from sales to marketing
moving to a cloud contact
to customer service and support. DXC brings No, DXC can work with your agents and supplement
center platform
together our innovative advisory, technology and them with our agents, or even work with third-
workforce capabilities to enhance your customers’ party agents. Engage with customers • CX Agent and Workforce
experience and reduce the costs of contact across multiple time zones, Services
What workforce management tools do you use to geographies and/or
center operations.
provide a comprehensive CX service? languages, providing a
consistent brand and
We integrate knowledge management and leading customer experience
DISCOVERY QUESTIONS workforce management tools such as Verint, Genesys
Understand client pain points and Qfiniti with CRM systems to provide optimal
• Are you losing market share due to inability to agent and omnichannel performance.
quickly introduce and support new products or
WHY US?
services via new channels and markets?
• Is your revenue shrinking due to poor customer 1.  End-to-End Contact Center Services 4. A
 dvanced “Command Center” Analytics
experiences that are affecting retention and DXC Technology delivers comprehensive on-demand We provide analytics from a central dashboard
increasing customer defection? services using a true cloud delivery model, coupled that visualize and manage external and internal
• Do you have low or declining sales-conversion rates with agent/workforce optimization services to interactions, providing real-time identification
due to lack of a holistic customer view and limited increase operationalization and deliver improved of customer trends and sentiment.
understanding of customer needs, preferences business outcomes. 5. Proprietary RACE Methodology
and contact history? 2.  Global Scale Our Rapid Analytic Consulting Environment
• Are you unable to offset increasing costs of compli- Our specialty agent services include more than (RACE) enables rapid cycle prototypes that
ance due to fragmented contact center technologies 20,000 agents in 34 countries speaking 51 languages use real data to prove ROI and deploy winning
and limited automation of business processes? across 100+ operations centers around the world. CX strategies to grow sales and increase
3.  Workforce Management and customer retention.
Assess the client needs Optimization Capabilities
• How would leveraging a consumption-based, cloud DXC’s proven, integrated workforce management and
contact center platform enable agility and improve optimization capabilities reduce operational costs
your customer experience? through first call resolution, callback reduction and
• How are you envisioning transforming customer decreased customer effort.
operations to enhance customer experience?
• How could you better use your client insights
to accelerate revenue growth?

DXC TECHNOLOGY PROPRIETARY AND CONFIDENTIAL — FOR INTERNAL USE ONLY


SALES PLAY OVERVIEW: DAY 1
SALES PLAY OVERVIEW: DAY 1 Business Process Services for Customer Experience

WHO IS OUR COMPETITION? SIDE-BY-SIDE COMPARISON


COMPETITOR BIGGEST THREAT TO DXC DXC’S POSITION AGAINST THEM
ADJACENT SOLUTIONS
Advisory: • Significant expertise in consultant-led • Not limited to advisory reports and roadmaps, we also
• BPS Digitization Services
engagements deliver and execute defined strategies
• Broad portfolio of CX solutions that • Capable of quickly testing, evaluating and deploying
can be incorporated into broader client CX solutions using our technical and diagnostic
strategies expertise (e.g., RACE)

Technology • Deep expertise in specific CX technical • More than technology, we provide end-to-end services
Platforms: solutions from advisory (RACE) to technology (CX On Demand) to
• Aggressive prepackaged offerings for operations delivery (CX Agent and Workforce)
midmarket clients • Business focus that operationalizes technology solutions,
• Ease and speed of deployment capable of integrating with clients’ existing technologies

• Mature cloud-based offerings, many


“built for the cloud”

Customer Care: • Significant global scale (large agent • More than “brains in seats,” we provide modular, flexible
workforce and wide geographic technology solutions with a focus on digital capabilities
footprint) with deep expertise in and proactive customer engagement
ììContact:
select industry verticals • Our CX On Demand cloud platform provides proactive
customer engagement through an omnichannel approach Mahesh Shah
[email protected]

Teakaau Piho
[email protected]
+1 650 258 2440

Lisa Lovas
[email protected]
+1 631 779 3308

DXC TECHNOLOGY PROPRIETARY AND CONFIDENTIAL — FOR INTERNAL USE ONLY MD_9942k-17 03/2017

SALES PLAY OVERVIEW: DAY 1

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