Customer Relationship Management
Global Pelican helps companies transform their customer contact operations for high performance—by reducing the cost of delivering customer service and delivering a more satisfying customer experience.

Companies in many industries now face new competitive threats, as well as new opportunities for growth. At the same time, their customers are demanding higher quality service and their shareholders are pressuring them to contain spending and improve operating efficiency.

Is it possible to develop new revenue opportunities, satisfy customer expectations, reduce costs and conserve capital? Or must companies chose among these competing goals? No where is this dilemma felt more keenly than in the customer contact center. More and more businesses are finding that their traditional approach to managing customer contact is too costly to sustain, while the obvious remedies pose a serious risk of damaging customer relationships.

Global Pelican research into high-performance businesses sheds light on how leading organizations manage to balance cost efficiency with customer satisfaction and organic growth. For example, our research has found that the ability to develop and consistently deliver a differentiated, branded customer experience plays a major role in helping organizations achieve a high level of customer loyalty. In turn, customer loyalty help drive profitability, revenue growth and shareholder value.

We have translated these and other insights into process and technology innovations that help our clients master the delivery of profitable, satisfying customer experiences and improve business performance. We can help your organization do the same.

Customer Contact Transformation Services: Transformational Consulting
Our market-leading consulting solutions transform the cost and quality of customer contact, while minimizing the risk of innovation. We produce these results by leveraging proven solution components—proprietary methodologies, tools and software components derived from years of experience and hundreds of client projects across a wide range of industries.

Our transformational consulting solutions target the most important dimensions of customer contact performance, including:
Insight-Driven Custmer Interaction: Creating a unified, cross-channel blueprint for handling customer contact according to customer segmentation and analysis.

Root Cause Analysis: Eliminating unnecessary contact volume through sophisticated analytical capabilities that identify the problems that compel customers to call.

Customer-Centric Self Service: Increasing customer use and satisfaction with self-service channels by aligning the customer's self-service experience with the customer's propensity to value self-service.

Agent Desktop Effectiveness: Increasing the efficiency and effectiveness of customer contact agents by filling the critical gaps in their desktop functionality.

Workforce Effectiveness: Helping customer contact agents become proficient faster through advance learning methods and performance management tools, and managing workforce attrition by mitigating the chief reasons for job dissatisfaction.

Marketing Services: Continuous contact center channels for maximum effectiveness.

Self-Service Management: Implementing our self-service solutions in a managed service relationship ensures maximum sustained performance.

Operations Management: Delivering a stable operational foundation to support innovative transformation on a global basis.

Vendor Management: Managing relationships with onshore and offshore contact center vendors--including management, training and quality management—to drive down cost-to-serve and increase customer satisfaction