Are you aware of how your brand is perceived from the outside?
WHAT DO WE SOLVE?
THE CHALLENGE OF MANAGING THE BEHAVIOR OF YOUR DIGITAL BRAND
IN THE DIGITAL WORLD, BRANDS ACT AS A SOCIAL ACTOR TOWARDS THEIR CUSTOMERS
The behavior of a brand is what its customers perceive through their interactions with it (on line, off-line, physical, social…).
Managing the growing diversity of channels and resources to produce a consistent and compelling Brand Behavior is a major challenge for companies. In complex services industries, the difficuly is to ensure that customers-related actions are consistent and appropriate between sales & marketing, legacy systems and on-going processes.
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.
SPEED IS OF THE ESSENCE: THERE IS NO TIME FOR CODE, NO MATTER HOW AGILE
The only way to avoid the collapse of technical resources is to minimise the need of them: the solution needs to be code-free.
With a formalised model, supported with tools able to manage it, it is possible to handle the driver seat to the business areas.
HOW DO WE SOLVE IT?
A BRAND BEHAVIOR MANAGEMENT, BUILT ON A NON-LINEAR PROCESS PLATFORM AND POWERED BY BUSINESS RULES
“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.”