We know the challenges of your market

For any customer, purchasing a new car is no ordinary decision, and it has
far-reaching financial consequences. Automobiles of the newest generation are developed at enormous expense and produced in a highly industrialised way. With all leading brands, their quality reaches a very high level.

This means that from the customer perspective comparable models produced by the direct competition are for the most part interchangeable.

We know customers’ emotional motivations for or against a certain brand, and we know that customer-oriented consultation at car dealers must be conducted to make a long-standing customer out of an interested party.

That’s because—besides acquiring a new car—a customer primarily acquires a good feeling and the confirmation of having made the right choice.

With our service modules all around customer contacts, we help you create the necessary transparency and tap improvement potential.

In a customised, competent and reliable manner.

Stagnating and to some extent shrinking insurance markets and enormous developments in selling over the Internet increase competition and internationalisation in the insurance industry. Insurance companies are confronted with ever more critical customers who are not satisfied with a standardised “average offering”.

We know that societal change in the form of the trend towards mature consumers who inform themselves via the Internet and increasing competitive pressure make it necessary for insurance companies to develop an uncompromising, comprehensive customer orientation. The complexity of products for life and old age increase customer expectations of trustworthy, competent consultations.

The broker of the future must manage customer requirements and be a point of contact for all insurance and finance matters. The steadily increasing expectations of many customers pose high requirements to processes, the consulting provided and the brokers’ qualifications.

With our service modules all around customer contacts, we help you create the necessary transparency and tap improvement potential.

In a customised, competent and reliable manner.

Regulations in the health insurance business, the homogeneity of basic insurance offerings, the freedom to choose one’s insurer, and the transparency in prices have led to increased competitive pressure in the past years and to concentrations in the insurance company landscape.

In addition, a stagnating market, with customers who are not very willing to change, compels companies to step up marketing activities and come up with multi-brand strategies. Package solutions in basic and additional insurance and new, creative additional insurance products provide the basis for diversifying risks and addressing new customer groups.

We know that the diversity of these new package solutions and additional insurance offerings lead to an increased need for consulting to customers. Professional processes, an uncompromising and comprehensive customer orientation—besides innovative products—are the basis for future company success.

With our service modules all around customer contacts, we help you create the necessary transparency and tap improvement potential.

In a customised, competent and reliable manner.

The paradigm shift triggered by the market opening poses new challenges, thus far unknown to the industry. Until now, utility companies primarily had the task of ensuring the power supply. Upon opening the electricity market, customer losses are impending. There is a need for action to retain those power customers who will be free in the future, and acquire power customers in new geographic markets.

We know the challenges of a going concern dealing with issues of customer acquisition and retention on a daily basis.

New products and services and a high degree of customer orientation are required to be able to differentiate from competitors in the future. In so doing, the aligned deployment of instruments for customer acquisition, customer retention and winning back customers plays a crucial role.

With our service modules all around customer contacts, we help you create the necessary transparency and tap improvement potential.

In a customised, competent and reliable manner.

The last economic downturn and past terror attacks have triggered massive structural change and processes of concentration among tour operators. Booking package tours on the Internet, global uncertainty and discerning consumers are the key challenges for the industry. Simple trips and flights are increasingly booked over the Internet. Customers are extremely price-sensitive and hardly willing to commit themselves to one company.

We know that given the tough competitive situation in the industry, great significance is assigned to how travel arrangements are designed. Trends towards independent travel, wellness and active holidays constitute lucrative growth segments. The customers are particularly expecting personal, qualified consulting in these segments. Whoever succeeds in establishing themselves in these trends and offers a high level of consulting and service quality can provide the customer with true added value and achieve high value creation and customer loyalty.

With our service modules all around customer contacts, we help you create the necessary transparency and tap improvement potential.

In a customised, competent and reliable manner.

High market dynamics and a transformation from a pure care system for medicine to a consistent patient orientation are characteristic of today’s healthcare.

In the future, people will spend more money on maintaining their health. Customers have become sophisticated and self-confident through media and the Internet, and they compare preventive medicine providers, doctors, and pharmaceuticals providers.

We know that marketing in healthcare and a high patient orientation constitute prerequisites for future company success. Cost efficiency and customer-oriented behaviour form the basis for social commitment and provide the way that companies can continue to be active in healthcare. The mindset that the future patient will become a customer and medicine a service will be significant.

An integrated and comprehensive customer orientation will be more sought after than ever. And that applies from the providers of preventive services to doctors to service providers in the pharmaceutical industries.

With our service modules all around customer contacts, we help you create the necessary transparency and tap improvement potential.

In a customised, competent and reliable manner.

The use of public transportation contributes sustainably to climate protection and preserving resources. To make the use of public transportation even more attractive, emphasis must be placed on a customer orientation. Public authorities are urged to deploy their means for public transportation in the most efficient and effective way possible, which can lead to compromises in designing customer-oriented public transportation services.

We know customers’ decision criteria when deciding whether to use private or public transportation. The customers’ decision process involves weighing up against each other advantages and disadvantages as regards costs, speed, reliability and comfort. This is why the service offerings need to be oriented towards customers’ relevant needs.

By systematically perceiving requirements in the areas of passenger information, passenger service, safety and short travel times, sporadic passengers can become loyal users of public transportation.

With our service modules all around customer contacts, we help you create the necessary transparency and tap improvement potential.

In a customised, competent and reliable manner.

Administrations and public services continue to be in citizens’ crossfire. High tax burdens, inconvenient processes, long waiting and processing times, and indolent civil servants are some of the population’s prevalent preconceptions towards administrations and the public service sector. The increasing mobility of the population intensifies competition between locations among cantons and communities. Citizens thus demand that administrations improve constantly to enhance the attractiveness of locations and also to maintain their trust over the long term.

We know that administrations and public services in the future will need to initiate targeted measures to increase service to the citizen and thus inhabitants’ satisfaction. The citizen is becoming the customer of public service. Citizens expect functioning and customer-oriented administrations and services that cater to their needs.

All processes and workflows must be oriented towards the inhabitants’ expectations, preferences and requirements. Appreciating customer expectations and measuring processes and citizens’ satisfaction thus become central tasks of a modern administration.

With our service modules all around customer contacts, we help you create the necessary transparency and tap improvement potential.

In a customised, competent and reliable manner.

Nothing is more individual and expresses a person’s personality better than his style of living. This individualism is reflected in his or her choice of sellers, pieces of furniture, design and brands. To do justice to this individuality, furniture shops have become furnishing houses and attempt to live up to the most varied customer requirements by means of new concepts for their sales mix.

We know customers’ emotional motivations for purchasing furniture precisely. We know that designing worlds of experience and being individually responsive to customer requirements play vital roles in consulting. In the consultation it’s not just about selling displayed products. Instead it’s crucial to precisely grasp individual customers’ personal living situation, their individuality and desires. Only if the consultant succeeds in generating a comprehensive overview of the customer’s living requirements can he incorporate these insights into a creative and individual consultation.

Only when the customer feels confirmed in his individuality will he shift from being an interested party to a loyal customer.

With our service modules all around customer contacts, we help you create the necessary transparency and tap improvement potential.

In a customised, competent and reliable manner.