Acemis, Transforming Organizations Through Customer Experience

Your customer-focused approach isn’t only talk, when selling your offer. As an outside mediator, you provide a customer-focused outlook throughout the project, which is vital to a sales approach overhaul. If it had come from management, it would have been perceived differently. Focusing on the customer helped to accept the idea. As well as showing how things are done elsewhere, in other companies. It’s important in our oligopolistic business. Understanding what takes place in other companies helped people to express themselves.

It’s always difficult for consultants to address operational departments. Quite often, consultants have a more general, corporate approach. Compared with other consultants, your strong point is being able to focus on operational aspects.

In 2015, we called upon Acemis to improve our Contact Center.

Acemis rapidly and efficiently analyzed our weaknesses and strengths, and weighed them against our needs and constraints to develop a precise and structured specifications charter resulting in our Contact Center.

Their attentiveness and constant dialogue helped establish project guidelines.

Our greatest success, besides the professional rendering of our Contact Center, has been the involvement in and ownership of the project’s various stages, from contact agents to management.

We have completely integrated the organization and the use of tools in our work methods.

In addition, assessment and continuous improvement are ongoing and our project moves towards a vision in line with our company’s goals.

Acemis has changed our mindset to focus on our affiliated members’ expectations instead of our internal operating mode based on working in silos.

I appreciate Acemis for 5 main reasons: their personal approach, their ability to listen, their broad experience, their co-construction and being results-oriented.

Personal approach: working on customer experience means working with people, even in regards to digital aspects. Acemis is above all a connection to people with well-rounded personalities and legitimacy to talk about human relationships.

Ability to listen: the firm doesn’t have preconceived notions. Instead, they pay attention; they listen to make sure they thoroughly understand the customer’s problems.

Broad experience: Acemis can attest to rich and multiple experiences. We benefit from examples, initiatives and good practices from a number of business sectors.

Co-construction: Acemis never sells or peddles ready-made, off-the-shelf solutions. Instead, their multi-sector experience makes them capable of rearranging and co-constructing extremely personal and adaptable solutions. Customer experience concerns may be recurrent regardless of the business sector, but transformation solutions are by definition context-oriented.

And results-oriented: some people consider customer experience to be somewhat abstract rather than operational. Acemis provides practical and operable solutions. And consistently advocates measuring results and demonstrating solutions’ efficiency.