Enhancing business value, improving the customer experience Your success relies on your customers, which is why we use our expertise, experience, and proven methods to improve your organization’s effectiveness. Whatever the economic climate, we manage the ongoing evolution of your customers’ experience, making your relationships successful and long-term. Vertex helps you turn your customer interactions into insight, addressing three key areas in customer experience management: resolving customer contacts to create real value, analyzing transactions that don’t add value, and continually improving service effectiveness and efficiency.

1. Customer management:
Helping you achieve
your strategic objectives
with your customers

2. Helping clients unlock value
Vertex specialises in helping clients achieve their business We measure and analyse customer satisfaction, resolution
objectives with their customers. We will help you provide and value at each contact point to uncover valuable
excellent service to them, while delivering enhanced revenue opportunities, from customer acquisition through
business outcomes for you. to retention. Using our industry know-how and experience,
we’ll provide you with rock-solid operational performance
We do this by identifying solutions to your business
and deep sector functional expertise.
challenges and solving them, ultimately enhancing
your performance and our shared success. We will help The result is that your customers will feel confident in the
improve customer experience, reduce cost-to-serve and knowledge that you understand them, that you’re listening
increase revenues. to their needs, don’t take them for granted and you go
beyond the transaction.
If you have a specific need, we have a tailored
solution – and deliverable business results. Our focus
is always on your customers and business operations.
We’ll work in the background to ensure you’re always
meeting and exceeding customer needs.
How we
work with
clients
Same side of the table
partnerships
• Shared risk and reward commercial
contracting that provides mutual
benefit and aligned incentives
• Quantifiable business benefit from
implemented solutions
• Value-based approach focused on
Electricity of new ideas
teaming to develop effective solutions
• Culture and capability to drive
a continuous flow of new
improvement opportunities
• Drawing on the best customer
management thinking – best tools, Deep practitioners
emerging technologies and tested • Rock solid performance
innovative approaches
• Operational focus on our clients’ brand
• Systematically tapping into the projection and customer experience
front-line perspective of customer
> More than typical SLAs – metrics
service employees
focused on the customer experience
> Targeting agents’ capabilities and
developing effective programs to
optimise performance and
customer experience

3. What we do
At Vertex, our passion is to deliver customer management processes that positively impact our clients’ business performance.
We improve and operate these front ...with these skills ...targeting opportunities
and back o ce processes... and capabilities... to deliver better...
• Customer interaction • Consulting & • Brand experiences
> Phone, email, white mail, SMS, web content management, web chat transformation
• Sales performance
• Customer transaction processing • Business process
• Customer loyalty
> Bill and correspondence print, payment processing, CRM/CIS
& customer
and retention
platforms, ticketing, sector specific processes, straight through management
processing outsourcing • Business
efficiencies
• Customer workflow management • IT applications and
services • Channel
> Integrated, multi-channel problem resolution, product admin, claims,
refunds and returns, debt collection, business process management optimization
• Decision science
• Customer analytics and interaction
analytics
> Database marketing, propensity (e.g. to buy) analysis
• Revenue generation
> Campaign management, sales thru service, retention and win back
• Corporate services
> Finance and administration
> Income management
> HRO and payroll
> Shared services
• Citizen services
> Licensing
> Revenues and benefits
> Parking
> Benefit case management
How we do it
LEVEL 1
CONTINUOUS IMPROVEMENT FEEDBACK LOOP
Identify business challenges
and opportunities
LEVEL 2
Identify desired outcomes
LEVEL 3
Develop and implement
solution
LEVEL 4
Measure solution results
Achievement of desired business outcomes

4. www.vertexgroup.com

5. Customer acquisition
Customers won’t
always find you
• Need new customers? We identify
them, their profitability and
expectations
• We share the knowledge and
solutions to move you forward
• We ensure acquisition channels are
prioritised to match customer
needs to your business capability
Customer experience
Hearing your customers’ voices
• We listen. We act. We innovate.
Cost-to-serve • 360º method for customer
lifecycle solutions
Doing more for less • Customer satisfaction analysed
• We give you what you need – to give
• Get it right first time, every time
your customers what they want
• We’ll provide best practice operational
• Bringing your brand to life
solutions that deliver enhanced
customer service and experience
• You’ll minimise your costs in doing
so through solutions such as channel
optimisation, smartshoring and
homeworking
• We develop high-performing people,
who deliver great service and
continuously improve your service
to customers
Cross-sell upsell
Optimising your customer base
• Gain customer confidence and trust
Customer retention • Remind the customer that you are
there for them, understanding their
requirements
Keeping customers for life
• Offer insight-driven related products
• Identify likely migration before and services
it happens
• Understand attitudes
• Tailor investments and loyalty
approaches
• We’re on your side of the table,
sharing the risks and rewards

6. To nd out more about how we
can help your organisation,
call us on 0845 051 8400
or visit vertexgroup.com
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