Successful service organizations understand that offering products targeted to their customers’ needs is only part of the challenge. To excel, they must provide quick, accurate responses to customers’ questions as well as timely resolutions to issues. Information Mapping helps service organizations gain and maintain competitive advantage by improving their ability to provide excellent and immediate customer service.

Our capabilities include

  • streamlining processes and capturing best practices
  • designing and developing clear, user-focused policies and procedures that help employees provide better customer service in less time
  • creating e-architectures that enable easy, rapid retrieval of information used by call center representatives and salespeople, and help drive down call center operating costs
  • creating training and reference materials that reduce time to proficiency for new employees and improve performance of experienced workers.

Service sector clients include

  • AAA of Michigan
  • ADP
  • Servicemaster
  • Nielsen Company 
  • HCA Physician Services.

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