Why Dodone?
When it comes to customers, the best way to retain them is to exceed their expectations and add value to their company. After leading a multitude of teams focused on customer experience, satisfaction and retention, Emily Drenis knows this better than anyone. With experience and knowledge in both the Enterprise and SMB markets, and a deep understanding of both Cloud and Premise implementations, Dodone will help your company create a Customer Experience Strategy and Customer Success Program that fuel sustainable growth and increase customer loyalty.
Our Engagement
Our services include a comprehensive consult to help identify gaps and opportunities. Each engagement is unique, and our services will be tailored to your company's needs. For larger projects, we provide a comprehensive report that includes a project plan with timelines and milestones, a cost analysis, and a schedule. We also provide regular status updates that will keep your company up to date with the project progress, as needed.
Services Catalog
Contact Center Experience Transformation
Contact Center Experience Transformation
Contact Center Experience Transformation
An engagement to improve the CX and modernize your contact centers.
Roadmap and implementation recommendations during planning phase. Program Management, guidance, and recommendations throughout the Transformation program.
Customer Experience (CX) Strategy
Contact Center Experience Transformation
Contact Center Experience Transformation
A CX Strategy to modernize the customer experience along the customer lifecycle journey. Mapping of business processes, tools and talent along the journey stages. Tailored recommendations provided along with a blueprint to get to the ultimate state.
Customer Success (CS) Strategy
Contact Center Experience Transformation
Customer Success (CS) Strategy
Strategy & Recommendations based on an operational assessment along the post-sales stages of the customer life-cycle journey. Mapping of your business practices around onboarding, adoption, and retention. Tailored recommendations provided along with a path to success.
Customer Success Program
Customer Success Program
Customer Success (CS) Strategy
A proactive and comprehensive engagement methodology between your Customer Success Team and your end customers in a post-sales stage to ensure an effortless and delightful customer experience.
Partner Success Program
Customer Success Program
Partner Success Program
Program to ensure company's technology partners achieve a consistent customer experience based on prescribed engagement steps.
Engagement Add-Ons
Customer Success Program
Partner Success Program
Services as they relate to adoption, expansion, and retention of customers and employees, such as:
Voice of the Customer (VOC),
Voice of the Employee (VOE), and more.
Interim CS Leader
Interim CS Leader
Interim CS Leader
Effective Leadership placement for a specified timeframe. This can include creation of a brand new, or management of existing, CS team until the appropriate leader is hired.
SERVICES DESCRIPTION
Contact Center Experience Transformation
- Advisor on Business Case creation and Use Case documentation.
- Design a Contact Center Experience roadmap and executable path for greater CX success.
- Program Manage the project delivery using Scrum/Agile methodologies!!
- Help the Business units understand the technology capabilities, gather and align their use cases and plan for successful implementation, user acceptance testing, operational guidelines, process improvements and end-user training.
- Work with the Technology side to ensure all aspects of the project have been planned appropriately, starting with alignment of the technical requirements to the business use cases, ensuring all aspects around scope / timeline / people have been addressed, and concluding with post-go-live operational guidelines.
- Multi-vendor knowledge, relationships and support, such as: Genesys, Avaya, RingCentral, Talkdesk, Twilio, Bright Pattern, Pindrop, Cyara, Blackchair, etc.
Customer Experience (CX) Strategy
- Review the company goals & objectives with key stakeholders to align the CX objectives with the organizational vision.
- Conduct operational assessment and map the customer journey, with processes, tools, people, and current sentiment (if available).
- Identify the various touchpoints and moments of truth, as well as relevant operational and financial metrics & KPIs.
- Develop strategy & recommendations to advise on what works well, what needs to be improved, and how to get to the ultimate state.
Customer Success (CS) Strategy
- Conduct operational assessment to understand any existing Customer Success practices around customer onboarding, launching, adoption, and retention. Relevant operational and financial metrics & KPIs will also be reviewed.
- Develop strategy & recommendations to advise on what works well, what needs to be altered or enhanced around the practices, processes, tools, people/staffing, and metrics/KPIs.
Customer Success Program
- Develop a comprehensive methodology which aligns with the business goals and objectives and provides repeatable practices for the Customer Success Team and their customer engagement.
- Rollout this methodology and train the talent on the playbooks, tools, and processes to run their business and monitor their customers’ well-being and their CSM results.
Partner Success Program
Develop a program to ensure a company's CX strategy is represented through its technology partners, by providing:
- Prescriptive steps on how to Onboard a new partner.
- Business processes and guidelines the partner will need to follow to achieve a unified and consistent customer experience for the end customer.
- Appropriate Playbooks and Templates provided for partner navigation.
Engagement Add-Ons
Services as they relate to adoption, expansion, and retention of customers and employees, such as:
- Voice of the Customer (VOC)
- Voice of the Employee (VOE)
- Communities for SMB market
- Business Process Review and Recommendations
and other customized services upon request.
Interim Customer Success Leader
- Interim CS leader to help a company set up or improve their customer success team and establish the strategy, methodology and hire the team members.
- Cross functional department collaboration on business processes for a cohesive customer lifecycle management.
- Establish a Customer Scorecard to measure the success of the team in Time to Onboard Customers, Customer Retention, Renewals, Time to Value, NPS, etc.
Role & Responsibilities to be determined based on customer requirements.