Media Kits M&E
Company Name:
M&E Solutions.
contact: Elva Lara
Overview of M&E:
M&E Solutions helps businesses transform their operations through Digital Transformation. In the current business environment, significant changes have occurred, and several paradigms have been broken. Companies need to consider how to transform themselves, change their information systems, and enhance customer service while achieving lower costs and efficiency in the supply chain.
It’s important to distinguish between the processes of digitization, which involve using technology in our clients’ current processes, with Digital Transformation, which entails leveraging technology to transform and develop new customers, products, or seize new market opportunities.
Next course:
Customer Service Processes
We are excited to offer you a comprehensive course that delves deep into these principles and equips you with the knowledge and tools necessary to master the art of customer service excellence.
Course Details:
Title: Mastering Customer Service Excellence
Date: November 10th, 2024
Time: 6:00 to 9:00 pm
Location: Camosun campus Interurban
The Importance of Improvement in Customer Service Processes
In the current times, customers make purchasing decisions based on various factors. However, acquiring new customers is becoming increasingly challenging. According to the Founder Institute, the biggest expense a company incurs when it starts out is in acquiring new customers, which can account for over 30% of its costs.
Hence, it is important to minimize customer churn (the loss of customers who have already made a purchase) due to the high costs associated with it. Losing a customer can entail significant expenses, not only in terms of acquiring a new customer but also due to the multiplier effect of having an unsatisfied customer, which can range from 10 to 100 times.
The best way to prevent these unsatisfied customers is through an efficient customer service model. Efficient processes, supported by a good technological platform that consolidates customer information to facilitate issue resolution, can increase customer satisfaction by more than 32% while reducing service costs by over 27%.
To achieve these results, it’s not enough to simply change processes or implement a technological platform. It requires a combination of actions, including defining requirements, process redesign, selecting the right technological tools and implementers, and managing implementation projects.
Statistical Support
Leaving a customer unhappy has a high probability that they will cease to be a customer.
The response time for a customer is in the range of an hour to a day, after which the customer is likely to believe that no response will be given. This can result in the customer not returning.
On the other hand, there is a high churn rate in most industries, which causes a cost since it must be considered to reconquer the market that is being lost. The cost of keeping customers is less than regaining the lost percentage.
One of the most important indicators for companies is the customer experience, and fourthly, customers rate the company’s strategy depending on the shopping experience.
About M&E
Drawing upon two decades of experience in guiding businesses through transformative journeys, M&E excels in assisting organizations with these models of change.
Elva María Lara 