The Celonis Customer Service Control Center app is currently in limited availability to select customers. If you are interested in learning more, please contact your Celonis representative.
Customer Service Control Center app optimizes customer operations
At Celosphere 2024, Celonis announced the Customer Service Control Center app. It uses Process Intelligence to provide a 360-degree view of the end-to-end customer service process and offers actionable insights on important CX metrics. Using the app, teams can identify improvement opportunities in real time, enabling them to continuously optimize service delivery and provide exceptional customer experiences.
Complex, fragmented customer service operations cause poor CX
The complexity of customer service processes often prevents teams from delivering consistent service quality while balancing cost. Manual processes, system silos (CRM, Contact Center Systems, Customer Engagement Systems, etc.), channel silos (chat, phone, email and self-service/messenger platforms) and delayed insights create barriers that degrade both service efficiency and customer satisfaction.
According to Forrester, 80% of business leaders say that improving CX is a high priority, yet only 6% of companies saw a significant increase in CX in 2023. There’s clearly a gap between the desire to improve CX and the ability to do so.
Common challenges include:
- Lack of end-to-end visibility: Existing systems provide siloed analytics (by channel, system or department), hence insufficiently measure reality. Companies struggle to measure their CX holistically—through a customer’s view of the process across the departments, channels and systems.
- Inefficient, manual case management: High volumes of customer service cases are managed manually, resulting in frequent customer touch points leading to missed opportunities for first-time resolution within digital channels and proactive service.
- Missing root-causes to improve: Service quality, productivity and customer satisfaction are often tracked in isolation. To understand the root-causes of bottlenecks, the most granular level single process transaction is required, which disjointed service operations can not provide.
Customer service teams need tools that overcome/eliminate these challenges and drive changes that impact their customers' experience. Enter the Customer Service Control Center app.
