Implementation of a future proof customer relationship solution - Hardware stores on Group Level 

Challenges

- Improve overall customer satisfaction

- More consistent processes across countries

- Improve end-to-end service performance across contact center and experts

- Integrate new channels as social media & live messaging

Solution

- Mobile app to accelerate collaboration between the contact center and product experts working in nation-wide retail stores

- Implementation of Microsoft Dynamics 365 and Universal Service Desk

- Creation of a Core Model as template with the basic functionalities to facilitate the deployment in different countries

Benefits

- Faster resolution times and better performance

- Better customer & employee experience

- Better insight on expert level questions

PROCESS DIGITIZATION TO OPTIMIZE COMPLAINT MANAGEMENT AT THE FOD/SPF ECONOMY

Issues
As part of the consumer protection activity, our client, the SPF/FOD Economy has decided to implement a modern Case Management solution to deal with a growing number of complaints and improve its efficiency and performance . Indeed, SPF/FOD Economy was experiencing some challenges to run these processes:

-A huge number of different types of complaints.

- The sanctioning and follow-up processes are also important, long, and arduous 

- Information came from agents based remotely on the field or at the office

To address those challenges, B&D organized a Customer Service to collect and track this amount of data in one global and central database implemented in MS Dynamics 365 Cloud platform.

Results:
- Standardization and follow-up the processes with an extensive 360° views on the history of complaint and interaction as well was real-time dashboards to track complaints and activities.

Benefits:

-A gain in performance (time and quality) in resolving complaints​

-Outputs & Processes uniformization

-Complaint-To-Sanctioning processes fully aligned​

-A Knowledge Base continuously updated

-Better agility even when using different communication channels (tablet/computer = same experience)

Data Lake Implementation and Advanced Dashboard Creation to Faster Decision Making Process - Corporate Bank  

Context: The bank 's relationship managers are responsible for more than 40.000 active accounts and an ever-evolving portfolio of products & services adapted to their customers needs. The data generated from various source systems historically, was not synchronized, making global reporting a cumbersome and time consuming process. This also meant the data was never exploited as a single source of truth, sometimes leading to asynchronized reporting. Meaning, decision makers had to deal with tricky situations where indicators did not repott the same insights.

Solutions: Business & Decision supported the bank in their initiative to analyze data from the different sources and gather extracts for prototyping a Client Cockpit 360° application.

This lead to the construction and industrialization of a corporate ecosystem (Data Lake) which serves the analytics needs to better act on customer follow-up.

Results: Thanks to this Cockpit solution, Business Centers Managers and Relationship Managers have a concrete tool in hand to monitor contacts, investor profiles, the digitalization of their clients & products, and many more. This, in its turn, results in a faster decision making process, increased best practices and internal skills.

CLOUD APPLICATION & CENTER OF COMPETENCE - BELGIAN PUBLIC INSTITUTION 

Context: In 2019, the Institution decided to launch a project to improve processes as they we're having issues with:

- Citizen data scattered over several databases, impacting quality & performance

- Processes supported by outdated applications or end-user computing apps (Excel, Access, etc...)

- Security as they've had been victim of several hackings

Solutions: Business & Decision implemented a new secure network based of Microsoft 365 & Office (Modern Workplace)

We also replaced obsolete/outdated applications by a modern and secure Application platform. Both are low-coding solutions of the Power platform.

Results: The User Experience has been simplified and improved creating a uniform experience, a central Citizen/Contact database now exists and an internal Center of Competence has been established within the institution with a mix of people from the client and Business & Decision.