Corelinx

customer Moments of truth

How we can help you

Consulting & Growth

Developing a strategy and customer journey roadmap Helping you see the customer from their point of view.

Sales Leads

Do you have client information that could allow you to monetize those leads. Don't let those potential leads go untapped. We look at customer acquisition opportunities, conversion and retention.

Contact Center Audits

Do you need an experienced neutral 3rd party to look at your technology, processes, recruiting, training, people practices. We look and score 14 areas in your business that will give you some valuable insights into your business.

Customer Experience

Our specialty is the customer and anything that touches them. Otherwise known as customer touch-points.

Customer Success Management

Customer success management including the optimization of contact centers. This would involve a professionally directed strategy that acts as an enabler towards maximizing your customer and company sustainable proven value.

Expert Advise

We could be strategic or hone in on key paint points. We live and breath customer experience. This could be from people, technology, operations, process to setting up and managing service centres on-shore and offshore. We have hands on expertise as each is a potential Moment of Truth for your customers.

About Corelinx

Corelinx founder/consultant, Manny Alvarez, is a strategic, bilingual consumer care professional with 17+ years’ experience launching and managing full-service, multimedia customer care centers and implementing VOC strategies across multiple industries for global organizations like Apple, McDonalds, Transitions, Nissan, Infiniti, Logitech, Western Union, Sprint, and Logitech as well as working directly with TELUS and BELL.

He has consistently increased customer satisfaction and loyalty by helping organizations provide a premium service based on a holistic view of the customer through analysis, insights and support mechanisms to ensure a consistent, yet personal customer experience.

Some of his recent experience:

·       Launched customer care for a wireless start-up that went from zero to over 2 million customers before it was sold to a national carrier

·       Launched 2 customer care centres for a major computer company that achieved the highest customer service scores, leading the company to win the JD Power award

·       Managed customer care centers towards COPC and ISO certification

·       Ran operations with full P&L responsibilities and budgets over $40 million

·       Launched and operated off-shore programs in India and the Philippines

·       Set up and managed a customer care division that supported 22 languages globally

·       Ran the operations of a customer care division on behalf of provincial and federal governments

·       Transitioned call center technology from CPE to cloud based

·       Managed on premise and virtual global customer support

·       Designed and Conducted sales coaching and win-back programs

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Case Studies

Global Automotive Saas Company with low NPS

We worked with an automotive SaaS company to help them optimize their service delivery to improve their Net Promoter Score (NPS).  In fact, by looking at their processes, technology, training and people practices, we were able to improve their NPS score by 80%.  This was achieved by speaking and surveying dealerships, looking at data, speaking to internal x-functional teams and looking at the organizations mode of operations.  We tackled the low-hanging fruit along with longer term strategies to ensure ongoing success of the organization.

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Automotive company
Quality scores and customer satisfaction disconnect

A global automotive client was getting low customer satisfaction results based on their own internal client satisfaction surveys.  In addition, their after market parts sales and service was decreasing.  Upon in-depth review of the operation, it was found that the call centers handling the client calls, were more focused on the the quality scorecard then the customer.  As long as they checked all the points on the scorecard, they were scored high even if the client issue was not resolved.  To address this issue we implemented new training, changed the KPIs to measure client satisfaction instead of just checking off boxes, and set up calibration sessions with the quality teams to ensure that they were listening to the voice of the customer.  The result was improved client satisfaction and quality calibration within x-functional teams.

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Dissatisfaction with outsourced call center

The client was dissatisfied with their outsourced call center and needed help in auditing the existing outsourced center and formulating a business case with next steps.

Upon performing the call center audit, major operational issues were uncovered. The outsourced call center was more concerned about the contract fine print then working with the client on the actual customer satisfaction issues.

The result was that the client decided to bring their call center in-house.  We provided a roadmap to execute on that decision.  The areas we covered for this new call center were  technology requirements, Salesforce integration, training, recruiting, processes and data migration.

We were able to have the new call center up and running, with improved customer satisfaction scores,  for the client within 6 months.

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Contact Us

(647) 873-4710

Toronto, Canada - Virtual

info@corelinx.com