Exceed customer expectations
THROUGH BUSINESS SERVICE MANAGEMENT (BSM)
THROUGH BUSINESS SERVICE MANAGEMENT (BSM)
BSM is the set of management and governance practices around the delivery of business services, with the objective of providing extra added value to customers, in order to meet or even exceed their expectations
BSM is an approach to address your business challenges with the final goal of increasing customer satisfaction.
With BSM, we take the customer expectations as a starting point and then optimize the service delivery around products and solutions.This approach offers a strategy and an operating model resulting in:
This depends on the Service Strategy of your company
Service Strategy
Define the strategy to deliver the service your
customer expects
Service Catalogue
Bring transparancy in your service offering and show what
extra
added value you can bring to your customers
Issue & Request Management
Deal with customer issues and requests and treat these
effectively by resolving the underlying cause
Committed Service Levels
Stick to your promises via end-to-end SLA's and agree on
XPI's
to articulate customer satisfaction
Support Organization
Setup a professional support organization
(people, process, technology)
Managing suppliers
Prepare for and transition to outsourcing of non core activities
and manage the suppliers afterwards
Staffing BSM roles
Coach internal staff in new BSM roles. If you don't have them, Xedis can staff these roles ad interim for you
Change Management
Get your people to support the new way of working
New service organization set up
for an energy distribution company including
:
Future proof strategy
for a Belgian air navigation service provider including:
Better service - less calls
for a large international HR service provider including:
We are happy to assist you in
exceeding your customer's expectations
