How does your brand behave with the customers' unpredictable journeys?
Digital Customer Engagement
Does your brand walk the digital talk?
WHAT DOES BALANDRA SOLVE?
IT FULLY ADDRESSES THE CHALLENGE OF THE DIGITAL CUSTOMER JOURNEYS, ENSURING A CONSISTENT AND COMPELLING BRAND BEHAVIOR
CUSTOMER JOURNEYS ARE INCREASINGLY UNPREDICTABLE
In the Digital Age, customer journeys are increasingly complex and customer behaviors at each step of the journey are increasingly unpredictable.
As a result, a pre-defined customer journey map is more and more subject to exceptions, and therefore often results in customer frustration and dissatisfaction.
CUSTOMERS ARE ENGAGED IN MULTIPLE “CUSTOMER LIFECYCLES” AT THE SAME TIME
For industries delivering complex services, the “Customer Lifecycle” concept is multi-fold: most of the customers are engaged at the same time in different lifecycles related to different products or services.
Therefore, to engage with its customers, the brand needs to articulate properly the context of each of these lifecycles, including real time evolution in each of them.
IN THE DIGITAL WORLD, BRANDS TRIGGER PERSONAL FEELINGS IN THEIR CUSTOMERS
The brand behavior as perceived by customers is a result from their interactions with the company’s touchpoints (on line, off-line, physical, social…).
Because several systems are involved, it is a major challenge for companies to ensure that customers-related actions are consistent and appropriate when triggered by sales & marketing, back-office systems and on-going processes.
HOW DOES IT SOLVE IT?
BALANDRA IS A UNIQUE CUSTOMER ENGAGEMENT PLATFORM. IT IS BASED ON DATA-CENTRIC, A TECHNOLOGY SPECIFICALLY AIMED AT ADAPTING THE BRAND BEHAVIOR TO THE UNPREDICTABLE CUSTOMER CONTEXT
“In ING Direct we are very satisfied with the quality level that we have reached in the processes with Léelo. But, most of all, we are delighted with the set-up. Every change takes with it efforts and risks. Léelo took the initiative and, proactively and with continuous improvement proposals, really came along during the transition until we had a stable service. The result has been a record time outsourcing, with no problems.”
Miguel San Pablo (General Manager of Business Development), ING DIRECT
“We are a company selling services to on-line customers. Not only Leelo manages the customer-facing processes but, in fact, it brings all the commercial platform and they provide all the operations support. Their technology is spectacular: I had never before the chance to follow and manage so tightly the customer experience and I had never this immediate action capacity over it.”
Juan Alonso-Villalobos (CEO), CHECKYOURCAR
“From Leelo, I want to mention the implication and proactivity, with the main objective of helping us deliver on promises to our external and internal customers. During our collaboration, I can say that they consistently transmitted that our customers are their customers. Balandra, the technology, brings the flexibility and adaptivity that a business like ours requires.”
María R. Martínez (Sales, Service & Contact Center Manager), ZURICH CONNECT
“Balandra manages the marketing campaigns across channels, taking into account the customer’s history and the behaviour of its devices, making the most of the digital dialog.”
“Thanks to Balandra we have a tremendous flexibility to adapt to different customers’ types. The customer behaviour changes permanently, as his needs. Balandra allows us to adapt almost immediately and at nearly no cost.”