The relationship between customers and brands is on track, or rather well on tracks… This is the focus of omnichannel: to adapt to the contact method chosen by the customer in order to offer him a fluid and, above all, efficient experience.

It is vital these days, yet the service needs to be cost-effective, interfacing well with all the brand’s lines and with a value that differentiates it from the competition.

Experience quality and efficiency of the processes

One thing is certain: technological evolutions have made it possible to multiply the entry points between a customer and a brand. From the classic channels like a traditional shop, mail, sms, e-commerce websites, blogs, call centres introducing themselves onto social networks, mobile applications, comparators, market places or interactive terminals… a variety of entry points which represent real opportunities if the brand has the know-how to guarantee the quality, the coherence and the personalisation of the experience, as well as the efficiency of the processes.

Innovative actions rolled out

At Gfi, the cross canal customer experience is designed, built, operated and/or transformed through various innovative actions:

  • Customer experience maps and personas, imagining interactions between these channels and different types of customer.
  • Agile interface design involving every department (sales, logistics, supply, purchases…) and our UX specialists.
  • Our experience of delivering a single customer experience through unified mail/sms/voice/chat/fax customer contact centres.
  • Our knowledge of unifying solutions that make it possible to share and personalise customer and product information, with real-time available or incoming stock figures.

A complete digital and distribution skills package

Better even, Gfi makes all of its digital and distribution skills available to ensure the quality of the customer experience and the efficiency of these interactions (conversion rate, up selling, cross selling…).

Through our expertise with digital agencies, eBusiness and operator solutions for an all-round service, our customers make the right choices and maintain a level of performance and scalability of their implementation.

Whether it is evaluating an established system, structured reflection on tomorrow’s needs, defining and outlining solutions (and building a path towards them), building efficient solutions, transforming business areas and processes involving BtoB or BtoC customer contact, operating and ensuring continuity of service, Gfi can help you manage your markets within this spectrum of continued progress and innovation.

Linked articles

Inetum supports French student solidarity fund and will pursue its commitment to the new generation by recruiting 400 students and young graduates in 2021
Inetum supports French student solidarity fund and will pursue its commitment to the new…

For several years already Inetum (formely Gfi) has been mobilized to employ young people. The group has now announced that it will be recruiting 400 students and young graduates in 2021. At the same time, the IT services company is maintaining partnerships developed around the country with universities and grandes écoles in the scope of its Campus by Inetum programme. The group will also support Fonds de Solidarité Des Etudiants (FSDE), a solidarity initiative from students to collect donations from companies and individuals and hand these out to students who have the most need thereof, to help them study and live in decent conditions.

Jean-François Penciolelli joins Inetum as Executive Vice-President and Head of Public Sector and Healthcare.
Jean-François Penciolelli joins Inetum as Executive Vice-President and Head of Public Sector and …

Jean-François Penciolelli, expert in IT management, sales development and strategic consulting for over 25 years, has been appointed as Executive Vice-President and Head of the Public Sector and Healthcare Division at Inetum. This appointment affirms the IT services company’s intention to develop and consolidate its existing business in the public sector and healthcare amidst the Covid-19 pandemic that has accelerated teleworking practices and paperless services to citizens.

Employees and managers agree on the need to accelerate the digitalisation of their companies, but differ on the goals
Employees and managers agree on the need to accelerate the digitalisation of their companies,…

The survey reveals that even if digital transformation is already under way and seen as fundamental to the upheavals caused by the health crisis, it is not yet a reality in all organisations. However, it is seen as a motivating perspective, a necessary adjustment, and a source of benefits for all stakeholders, including employees. While the health crisis is reshuffling the cards in many sectors, bringing to the fore those that have managed to get digitalised early and adapt fast, it is time for organisations to look at the opportunities and obstacles that this digital acceleration brings. For Inetum, it shows the urgency of harnessing digital flow to make it a real driver of the impact that organisations can have on the economy and on society.

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