Introducing clarasys
- 2. Agenda 2 1. About us 2. Our clients 3. Our value proposition 4. Our services 5. Why us? 6. Our approach 7. Customer stories
- 3. About us 3 Delivering benefits quickly and continually through our approach and preference for practicality over powerpoint. Helping you deliver superior experience at every one of your customer interactions Providing you with skills, foundations and confidence to deliver continuous business improvements yourself. We believe in Matt Cheung Director Claudia Meyer-Scott Director Chris Hamilton Director Steven Writer-Maguire Director An independent consultancy firm of six years, based in central London. We believe in a better way of doing business consultancy; working closely with our clients to ensure we understand their business as well as our own, leaving them with the knowledge that enables rapid and sustainable change.
- 5. 5 Our value propositions Optimise - increase margin and improve cash flow ● Improve process, data and technology ● Improve customer experience and service Transform - transforming your business ● Reduce time to market for external and internal change ● Embrace digital and continuous improvement Comply - track and ensure compliance ● Understand how regulation impacts your operations ● Ensure compliance with regulation Grow - helping you grow revenue ● Sell the right thing to the right people ● Enable cross-sell and upsell ● Launch and sunset products
- 6. 6 Why us? Lasting transformation: We want to do a great job and prepare you to deliver without us. If you need us we can help, but we do not outstay our welcome Culture: Our clients like working with us. Our people are pragmatic doers who enjoy making a difference. We are often referred to by our clients as a ‘critical friend’ This is our core business: Complex, multi vendor analysis and delivery of business critical transformation is what we do best. Quality guaranteed: We pride ourselves on the quality of our work. We invest additional days per month in QA and SME time
- 7. 7 Our approach: Bite-sized delivery engagements Diagnostics Vision and roadmap Deliver (iterates) Coaching High level business case Key pain points Vision Business scenarios and business case Key As-Is processes To-be process model Delivered process change, or user stories for tech change Staff trained in delivery approach Actionable insight helping to ensure you’re still on track to meet your goals We scale our approach to fit small organisations of just a few people to large enterprises. 1. Diagnosis - 6 days 2. Vision & roadmap - 4 weeks 3. Deliver - 4 weeks 4. Coaching - 8 coaching sessions over a two year period of 0.5 days EXAMPLE - Medium size x500 people Deliverable / outcome
- 8. Scenarios 88 Within a customer journey, we use a scenario based approach to allow us to prioritise and to really bring to life the journey we are working on Order Billing SupportSalesMarketing Progress new sales lead (NBE) Progress marketing lead (existing account AM) Cross-sell to existing customer (AM) Progress new marketing lead (NBE) Update existing billing information Information from the sales rep is correct Information from the sales rep needs updating Escalate support request Create training event for existing users Resolve support request (Customer service) Resolve support request (Account manager) Marketing existing products to new customers Cross sell campaign to existing customer Event campaign to new and existing customers An existing order is updated by the customer A project is created to deliver a product Process order using existing contacts Process order with new contacts (new / existing account) Regular marketing to existing users and contacts Maintain relationship with existing accounts (AM) Manage renewal of existing product (AM) Process free trial request from customer
- 9. 9 Customer stories (1) Data interactions Following a significant internal upgrade to a strategic customer Account Management tool for a Fortune 500 firm, Clarasys were asked to assess and assist in fixing a number of large & unforeseen issues.... 29 process maps accommodating 35 scenarios Creation of a ‘master’ logical data model Identified 19 recommendations Business problem Upon go-live, there was: A significant increase in customers unable to login to their accounts Causing; An increased & unwanted load upon the service teams As well as being severely harmful to the customer experience Approach Assess, prioritise & fix the immediate problems necessary Identify areas for agile strategic transformation Upskill our client to ensure they had the skills & tools used to replicate our approach Tactical recommendations 14 priority actions identified to deliver ~$250k p/a in OPEX savings & resolve poor customer experience 12 weeks 5 strategic recommendations proposed to prevent future large-scale issues & promote a customer-centric approach E.g. - a revised data governance process for managing impact of change E.g. - Automated diversion of failed user setup requests to L2 support teams in case of technical errors Strategic
- 10. 10 Customer stories (2) Data governance Business problem: Rapid growth through acquisitions resulting in poor customer data, making it difficult to make business decisions and deliver good customer service. Approach: Engagement was to provide an objective assessment of the current state customer data management. Deliverables Establish an internal data governance team Create an n-tier hierarchy to maintain increasingly accurate customer data A defined and authoritative source of customer data attributes and hierarchy Revised process for hierarchy formation, acquisitions, duplication and lead closure Reduce FTE for data manipulation and interception. Reduce the sales cycle, reduce debtor days and increase cash flow. Confidence in making business decisions to increase revenue, Maximise cross sell opportunities Client: Data management firm Outcomes 1. Diagnosis - 2 weeks 2. Vision & roadmap - 4 weeks 3. Deliver - 4 weeks 4. Coaching - 8 half day coaching sessions over a two year period EXAMPLE - Enterprise
- 11. 11 Customer stories (3) Lead to cash optimisation Deliverables Created a fit-for-purpose CRM system for all business areas Implemented a standardised approach across all business areas Knowledge repositories to enable job role efficiencies Defined SLAs to enable continuous improvement Replaces multiple systems Reduce duplication of effort Eliminate need for implicit local knowledge SFDC reporting on SLAs: accurate performance monitoring Outcomes Business problem: Reduction in government funding resulting in the need to improve upon internal efficiencies and customer relationship management. Approach: Engagement was to assess and improve the current state customer relationship management. Client: Major UK museum group 1. Diagnosis - 2 weeks 2. Vision & roadmap - 4 weeks 3. Deliver - 4 weeks 4. Coaching - 8 half day coaching sessions over a two year period EXAMPLE - Medium size
- 12. 12 Our services Process improvement Realising your vision. We help organisations define how they will do business in the future, whether they're looking to grow new or existing markets, improve margins or launch new products. Business analysis Working with organisations to understand what’s working well - but, more importantly, what could work better - within their business. Detailed, transparent analysis of the way your business works now - so you can decide upon its future. Business change The success of a project is ultimately measured by how new processes and technologies are adopted. With a proven track record, Clarasys delivers sustainable change that can drive your business forward. Project management Getting things done needs strong leadership, organisation and planning. We help you deliver your vision, whilst reducing risk, cutting costs and improving success rates
- 14. 14 www.clarasys.com +44 203 733 0235 Clarasys, Hatfield House, Third Floor, 52-54 Stamford Street, London SE1 9LX Clarasys Limited is registered in England under No: 07311129. Registered office: 40 Bloomsbury Way, Lower Ground Floor, London, WC1A 2SE, England