Extens Consulting has been a true partner for Chorum, attentive and reactive. Within one month: the consultants have been able to understand our problems, organize a 2-day ideation workshop on our customer journeys, animate it, elaborate a detailed analysis of the 120 emerged ideas and propose very specific operational recommendations. I was impressed by the quality of their global support.
We wanted to develop a customer journey methodology of our own. Extens Consulting has well understood our needs. Together, we co-construct a methodology, to establish the foundation of our Customer Centric culture. The commitment of our employees was key, as of our first exchanges we were seduced by the innovative approach of Extens Consulting on the concept of customer and employee ease. Their indicator of ease and their methodology allowed us to evaluate our journeys from several angles, in a very precise way and to find the appropriate solutions.
Our specifications were so complex, however Extens’ approach and the senior consultants’ team met all our prerequisites and expectations. Extens identified our needs very quickly `{`…`}` and offered a really innovative customer relationship framework `{`…`}`. We wish that everyone could go through changes accompanied by such a systemic approach.
Our Ambition is to reach Service Excellence. In order to do so, Extens Consulting supported us on the operational choices we needed to make. Since the start of our partnership, we have observed a real awareness of the way to achieve Excellence, especially on the front office. On the other hand, a real impulse and an abundance of ideas and projects that bring value to our customers.
We follow Extens’ evolution and read the White Paper of Extens: “Forget effort, choose ease”. I found this insight very helpful and trendy. Easiness is an innovative topic and a new concept. This notion “ease” applies to customers, as well as to employees. It’s a magic formula! The qualification and identification process of our needs were carried out by Emmanuel Richard and his teams. It opened our eyes.
We needed an expert in Customer Relationship and Customer Journey to provide out-of-the-box thinking and to support us through the change. Agile, responsive and proactive… the Extens Consulting team met this challenge.
Acticall and Extens Consulting’s actions allowed APT (average processing time) to be reduced by 9%, which was our target. This is all the more a success as this first result improves Customer Satisfaction once ownership by advisors has been achieved. During 8 weeks, Extens has showed a complete transparency. Its team helped us bring sense, fluidize the Customer Journey and the Customer Experience we propose.
