Customer Service Transformation: Elevate Your Customer Relationship
to a Sustainable Strategic Advantage
Why transform your customer service?
In a constantly changing environment (profound changes in professions linked to AI, ever-increasing customer and employee expectations, environmental challenges), the Customer Services Department is at a turning point.
It must not only reconcile cost control constraints but also strengthen value development and customer satisfaction.
Customers expect more and more: faster, more personalized, more human.
Far beyond simple management, your customer service is a major strategic lever for your company’s growth, customer loyalty, and reputation.
Your issues
Improve customer satisfaction (QS, NPS, once and done, etc.) and create seamless journeys.
Strengthen employee engagement (CSR, quality of life at work, reduction in absenteeism) and develop their employability.
Optimize organization by integrating AI and digital levers to boost productivity… and ensure a smooth and secure transition from traditional jobs to higher value-added activities, because customers expect more than ever from people.
Trouver un juste équilibre entre les enjeux financiers, RSE et image de marque sur les choix d’internalisation/externalisation des activités.
Finding the right balance between financial considerations, CSR, and brand image when deciding whether to insource or outsource activities.
“From strategy to action: we help you move from intention to action by mobilizing your teams and ensuring collective buy-in. Together, let’s make transformation a lever for performance, innovation, and meaning.”
Mathieu COTTIN, Change Management Director at Axys
Our core purpose
Place the purpose of your service at the heart of your transformation project, from strategy to deployment. We design holistic, agile, responsible, and resilient models.
Our Convictions
The DNA of our missions is rooted in realism, common sense, and a “Less Is Better” approach. We are convinced that simplicity and efficiency are the pillars of sustainable performance.
Your customer service is unique! Every organization has its own customers, its own history, and its own challenges. That’s why our approach always begins with actively and thoroughly listening to all stakeholders. We ask the right questions and take a fresh look at your organization, your processes, and your application and data assets, comparing them with the expectations of your customers and partners in your industry.
Together, we choose the tools and methods to select the levers necessary for the success of each stage of your transformation.
Clarifying ambitions
Cost control, improved customer satisfaction, employee retention and professional development, reduced absenteeism, and strengthening critical expertise — each ambition is carefully calibrated.
We also integrate brand image and corporate social and environmental responsibility (CSR) into the selection of outsourced partners.
Our consultants will challenge you and engage your key stakeholders (sales leadership, operations, marketing, service providers) to find the right balance of ambitions in line with your current situation.
Assessing the current state and leveraging data
There is the theory, the processes and procedures (more or less formalized)… and then there is the reality and the intangible capital on the ground (culture, supervisory management styles, etc.).
Meeting, listening, observing. Your employees and managers are true assets. Our approach is grounded in the fundamentals of active listening, Lean management, and the appreciative approach (what makes your teams proud today is just as important as pain points and areas for improvement).
The level of digital, AI, and data maturity is also a key factor. Our consultants know how to unlock the value of your data and turn it into an asset to inform your target decisions. Technological levers are often essential to automate time-consuming tasks and expand higher value-added activities.
Defining scenarios & selecting the target model
Automation, robotics, new value-added services and related processes, new roles, insourcing, outsourcing, etc.
Our vision also includes responsible outsourcing, where we can, for example, guide you toward contact centers in France that employ people with disabilities or those in professional reintegration programs – turning an operational choice into a genuine societal commitment.
At this stage, our consultants – experts in customer relationship management – provide insights into market best practices based on our cross-industry experience (services & logistics, banking & insurance, industry, retail, and more).
Pragmatic deployment
The strength of Axys Consultants lies in supporting you across all operational aspects of your transformation: coordination and management, business analysis, CRM, development of AI use cases through our Axys AI Innovation Center, change management and team training for new roles via our Axys University certified Qualiopi, support for supervisors (for example, shifting from a control role to a coaching role), and assistance with social dialogue.
We provide an end-to-end trajectory to achieve your objectives, track KPIs, and continuously propose adjustments based on current business and social context.
Our approach is based on 3 pillars
Holistic view of the ecosystem
We incorporate all ongoing projects within your ecosystem (IT, business lines, marketing, HR, etc.) into our thinking to ensure the overall consistency and relevance of the transformation.
Involvement of the HR department from the outset
Transformation is above all a human issue that can change the daily lives of employees—customer service departments are generally socially sensitive: social dialogue, its milestones, and its win-win model often make the difference between a successful transformation and failure. Your HR managers are the best people to involve in the project from the scoping phase onwards.
Co-construction with field teams
Our teams provide methodology and insights into developments in the customer relations market; your managers, supervisors, and employees are your greatest assets (we favor symmetry of attention and an appreciative approach to engage your teams and encourage their buy-in).
Got a project for us? Contact our experts
Mathieu COTTIN
Change Management Director at Axys
