Are you managing transactions or relationships?
In every sector, the success of companies is grounded on the capability of creating and sustaining lasting relationships with customers.
This capability is a mix of strategies, processes, tools and skills: it is not easy to get the whole real picture of the related performances.
ROAR®, Return on Any Relationship, is the first structured rating method that assess your capability to transform customer relationships in business results.
HOW ROAR® WORKS
Rock & Roar: take your business to the next level
ROAR® is a proprietary rating method that assesses how good the company is in dealing the relationships with its customers and in managing processes and resources that enable the relationships with its customers.
The rating can be deployed at two levels.
ROAR® Basic: it takes into account a limited set of elements in order to provide a “high level” assessment.
ROAR® Plus: it takes into account a wide set of elements, adopting advanced analysis tool (eg. speech analysis, sentiment analysis, correlation techniques etc.).
It gives a deep understanding of company’s capabilities.
ROAR® FOR YOU
ROAR® – based services help to:
Assess and understand the effectiveness and the efficacy of the relationships with your customers
Develop and integrate new processes and resources to increase your ROAR®
Develop and deploy a tailored communication to all your stakeholders about your ROAR®
MULTINATIONAL COMPANY [HOME APPLIANCE SECTOR]
- Free telephone channel
- Extended accessibility hours
- Customer recall for troubleshooting
- Intense staff training
- Limited use of social channels for customer assistance
- Non-integrated management of customer data
- Structuring a Data Warehouse with customer data and implementing Data Science tools and actions
- Multi-channel assistance
- Extended accessibility hours
- Very high percentage of case resolution
- Long waiting times in peak periods
- Telephone channel not free
- Adoption of advanced tools (forecasting, etc.) for queue management.
Disclaimer: GAP, owner of ROAR® methodology, is committed to the delivery of quality assessment and information.
Accordingly, every effort is made to ensure the accuracy, currency and reliability of the rating, according to data and information available to GAP. However, changes or additional information not available to GAP may impact on the rating.
No person or organisation should act on the basis of rating without taking appropriate advice.
INDUSTRY EXPERTISE + ACADEMIA
ROAR®, Return on Any Relationship, is a proprietary method that GAP (www.gapitalia.it) has developed thanks to its wide experience in relational process management and in cooperation with academia experts.
At GAP since 2002 we have been helping companies to create, manage and develop relationships of trust with their customers, current and potential ones.
We are side-by-side with companies from the design of the type of relation to establish with customers, to the definition of the most appropriate communication tools and channels, up to the execution and management of relation process between the company and its customers.