You manage complex, high-volume contact operations
Multiple regions, channels, and products make it hard to maintain consistent service levels and quality at scale.
Customer Care Industry Expertise
Customer care operations that scale, without sacrificing experience
- Design and implement AI-augmented workflows across voice, chat, email, and in-app support
- Optimise routing, knowledge, and staffing with data-driven insight and automation
- Deliver change safely with robust governance, training, and continuous improvement loops
When our customer care expertise is a strong fit
We work best with organisations that see customer care as a strategic asset and are ready to modernise with data and AI.
You have fragmented tools and data across care platforms
Telephony, CRM, ticketing, and knowledge systems are disconnected, limiting automation and insight.
You’re under pressure to reduce cost-to-serve without hurting CX
Budgets are tight, but you can’t afford to degrade experience or regulatory compliance.
You’ve run pilots in AI or automation that haven’t scaled
Chatbots, RPA, or analytics proofs of concept exist, but they’re not integrated into frontline workflows or measured against core KPIs.
You need a pragmatic roadmap, not another generic strategy deck
You want a sequenced plan with clear trade-offs, investment levels, and measurable outcomes tied to your care metrics.
You want flexible delivery: targeted projects and ongoing capacity
You need both fixed-scope initiatives and the option to extend with a dedicated team that can iterate and support operations over time.
Example use cases
Where we typically help customer care teams
How we work
From fragmented tools to a coherent, data-driven customer care platform
We combine advisory, delivery, and enablement so you can modernise customer care without disrupting day-to-day operations.
01
Discover your demand, journeys, and constraints
Map contact drivers, channels, and current KPIs, and understand regulatory, data, and legacy platform constraints across your care estate.
02
Prioritise initiatives and target architecture
Define a lean target operating model, data foundations, and tooling stack, then prioritise use cases by impact, feasibility, and change risk.
03
Design and build high-impact solutions
Deliver focused projects—such as AI-assisted agents, self-service flows, or routing optimisation—or stand up dedicated teams to iterate on your care platform.
04
Integrate, govern, and roll out safely
Integrate with telephony, CRM, ticketing, and knowledge systems, implement guardrails and QA, and pilot with clear success metrics before wider rollout.
05
Enable teams and embed continuous improvement
Train agents, supervisors, and operations teams, establish feedback loops, and refine workflows using real-world performance data.
Business Outcomes
- Reduced cost-to-serve through automation, deflection, and smarter routing.
- Higher CSAT and NPS from faster, more consistent resolutions.
- Improved agent productivity, engagement, and adherence to policy.
- Clear roadmap linking technology investments to care KPIs and ROI.
- Reduced operational risk through robust governance and staged rollout.
Featured Whitepaper
AI Adoption in 2025: A Framework for Enterprise Success
A practical roadmap for executives launching enterprise-scale AI initiatives—covering governance, architecture, success metrics, and change management.
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AI Adoption in 2025:
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Includes governance playbooks, rollout sequencing, and lessons from Fortune 500 launches.
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Vice President, Schneider Electric
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