Service Organization Optimization

Regardless of how user friendly a cloud or SaaS solution maybe, invariably business customers will need support, assistance or clarification. With a competitor one click away, delivering an optimized service experience is just as critical as the software itself.

With over a decade of experience running exceptional service organizations, Mural can help define:

Best Practices
What workflows, initial white glove or on-boarding experiences, modalities or channels (web, chat, phone, text, email)and self-help solutions are best optimized to balance the reality of service costs with industry-leading experiences that keep customers thrilled?
Training and Retention
Given high turn-over in most service organizations, how should initial and on-going training and retention programs be developed that accelerate time to value for new hires and maximize the impact of top organization performers?
Organizational Optimization
What is the ideal structure for cloud and SaaS service organizations supporting business customers? What ratios of line employees, escalation points of contact and team leadership drive the best outcome at the most efficient costs? What tools, training and systems can have an exponential impact on results and how should that be measured and managed to over time?