Omni-Channel Management Enhance Your Customer Communications 13 1. Starting point From the outset, we provide advice and analysis, which results in a statement of requirements document that details your business needs and the scope of the service delivery model. 2. Transformation We integrate technology and service components into the business environment, determine socially acceptable human resources models, and define training and professional development concepts. 3. Operation We assume full responsibility for the defined areas and processes. We drive change, problem identification and resolution, quality and service levels, reporting and business analytics and knowledge management to ensure continual process improvement. Our implementation methodology is designed to address the issues that are most common in transitioning from physical to electronic customer service delivery. Such issues include: – – Managing the concerns of internal and external stakeholders, of changing business processes, role and responsibilities and systems. – – Addressing the lack of client information that is required to manage communication through multiple channels. – – A lack of internal knowledge, experience, or skilled resources to manage such a migration project. – – Focusing on tactics, at the expense of developing a strategy and plan that allows for constant evolution and delivers year-on-year operational efficiencies. IMPLEMENTING YOUR SPS SERVICE