“I know that every situation is unique and requires as much creativity in its conception as it does diligence in the implementation of the solution.”

1. The operational vision of customer relations
“The greatest key to success is setting an objective and never losing
sight of it”
Queen Christina of Sweden

2. The operational vision of customer relations
OswegO
STATISTICS
The operational vision of customer relations
277checkpoints in our
processes
24customer
references
7areas of
expertise:
HR
Operations
Quality
MOA
Training
Sales
Service delivery
management
3sites:
France, Belgium,
Morocco
100%contract renewal rate
5languages
17consultants
120%growth rate
2013OswegO Conseil established
1Training centre

3. The operational vision of customer relations
MANAGER
DEVELOP
OPTIMISE
PROFESSIONALISE
CUSTOMER
RELATIONS
SERVICES

4. The operational vision of customer relations
CUSTOMER
RELATIONS
SERVICES
MANAGER
Reactivity: Your transition manager is available and
ready to act within 72 hours
Concentration: A single objective – achieve results
and guarantee success
Efficacy: Listen, decide and ACT
Innovation: The best way to predict the future is to
create it

5. The operational vision of customer relations
OPTIMISE
Understand: Analysis of six key fields through 277
checkpoints
Decide: Compare the results and your aims
Act: An action plan tailored to your objectives that
generates ROI immediately
CUSTOMER
RELATIONS
SERVICES

6. The operational vision of customer relations
DEVELOP
• Localise
• Outsource, insource, backsource
• Selling
• Implement
• Normalise
• Manage
We guarantee the effective management of your customer-relations
projects.
Our approach aims to ensure that your project runs smoothly from start
to finish according to a jointly defined schedule by providing you with
experienced consultants.
CUSTOMER
RELATIONS
SERVICES

7. The operational vision of customer relations
PROFESSIONALISE
• Industrial management
• Take operational decisions to stick to economic objectives
• Dispersion management
• Move away from the predominant use of averages to give new
meaning to KPIs
• Manager coaching
• Turn a manager into a real leader
• Agent shadowing
• Shadow agents while they implement best operational practices
OswegO’s e-learning platform
Optimum practical experience that enhances your skills as required
CUSTOMER
RELATIONS
SERVICES

8. The operational vision of customer relations
OUTSOURCING
TELECOMS
BANKING
• Contact centre restructuring
• Marketing mix
• Development and customer
acquisition strategy
• Professional development of the key
accounts sales team
• Selection criteria for decision-makers in
customer relations
• Evaluation of resource planning for the
customer relations centre
• Suggestions for improvement
SECTOR
EXPERIENCE
INSURANCE
E-COMMERCE
ENERGY
• Consultants
• Sales optimisation – 1688/insurer
• Analysis of ‘chat’ traffic from e-
commerce sites
• Recommending that teams enhance
their professional level
• Implementing recommendations
• Interconnecting the six European
‘Customer Care’ centres
• Strategy – Organisation – Systems -
Implementation

9. The operational vision of customer relations
THE
OswegO
ASSOCIATES
Christophe
Bouyssonnade
Olivier
Pellevoizin
18 years’ experience
CCA International, Armatis, Euro
CRM, Compaq, Xerox, Convergys
20 years’ experience
Sitel, CCA International, Wana
5télécom Morocco, OCE, Orange,
Téléperformance, Banque Populaire
Claudia
Jimenez
15 years’ experience
IBM, PWCConsulting, GDF SUEZ, Sitel,
Bank Card Company
“I know that every situation is
unique and requires as much
creativity in its conception as it
does diligence in the
implementation of the solution.”
“In an increasingly competitive
market filled with new
communication channels, the
customer relationship must be
more efficient, professional,
responsive and innovative.”
“Everything starts with the
customer: this applies now more
than ever before. I am certain
that an operational strategy
supported by assessments and
management focused on
ongoing operations creates a
simplified operational
environment that enhances
competitiveness.”
• General management
• Operational management
• Project management
• Telecoms customer relations
management
• Business unit management
• Project management
• Associate Director
• Operational management
• Project management

10. 03/03/2015 10
The operational vision of customer relations
GM
HRD
CFO
ESCP trainer
Quality officer
Sales manager
Operations manager
Customer Relations manager
Project manager within an ITBSC
Crisis management specialist
Business development officer
And more!
THE
OswegO
CONSULTANTS
17 OswegO-certified consultants
able to take action within 72
hours, regardless of your specific
business, sectoral, geographic
and linguistic needs.

11. The operational vision of customer relations
-Team spirit -
This helps everyone
to develop. It fosters
exchange that
results in the
acquisition of new
experiences which
in turn broaden the
viewpoint of every
individual and the
team as a whole.
-Operational
excellence-
Providing the same
service millions of times
by making it unique
and personalised
requires even more
work, determination
and ironclad
knowhow.
-Integrity-
You can tell us
anything, as you
can rest assured
that nothing you
share will be
repeated or used for
someone else’s
benefit.
-Creativity-
We believe that
nurturing our partners’
creativity and
respecting their
innovative ideas is
crucial for
guaranteeing the
success of any
project, whether it’s
objective is to
introduce a new
product or transform
an existing one.
OUR VALUES

12. The operational vision of customer relations
www.oswegoconseil.com