Bundling customer data

Customer information and data are stored in different systems. In a CRM system. In a customer contact system. In an invoicing package. Eclipse bundles customer data using a Canonical Data Model (CDM). With it, we structure and validate all available customer data. And we can enrich data, if necessary.

Once all customer data is clearly arranged, we determine where in the organization which data is needed. For example, an application that sends out e-mails needs different customer data than an employee working at the customer contact center. Via the CDM, we ensure that data reaches the correct place quickly and safely. Right where it’s needed.

Linking applications

The e-mail you sent wasn’t opened. Therefore, you want an automated reminder to be sent by SMS. In addition, the call center has to call the customer, just to be sure. This method requires that applications intercommunicate perfectly: intelligently, automatedly, and securely.

Eclipse takes care of well-functioning application integration to realize perfect, unambiguous communication. Together with our customers, we look at how we can achieve this integration. Via API links, sFTP, Message Queue or web services. Whatever feels comfortable and is feasible.

In addition, we brainstorm with you about the channels that your organization does not yet use but considers for the future. These could, for example, be newer communication channels such as WhatsApp for Business or a smart chat app.

Uniform communication style

An employee at the administration department sends a reminder by e-mail. The e-mail has a neat layout and the communication style is formal. “Dear Mr./Ms. … Sincerely …” At the same time, an employee at the customer contact department also sends an e-mail. The employee is new, the e-mail layout is not yet set up and the communication style is informal “Hi … Thanks …” The email also contains two spelling errors but unfortunately has already been sent without having been checked.

Different departments. Different employees. Different communication styles. But one company. A company that should have one professional and uniform appearance. By working with our templates, which get checked and approved, we ensure a uniform communication style, without errors, and with a fast turnaround time.

Working out scenarios

Suppose a customer opens an e-mail, clicks on the link in that e-mail but ultimately doesn’t log in to their account? As a result, the action expected of the customer, such as modifying a subscription, passing on data or accepting an offer, does not take place. Now what?

This is a real scenario that needs to be thought through in advance. This kind of thinking ahead is what Eclipse does for and together with organizations. We always make a list of several ‘what if’ and ‘if then’ scenarios. To do this, we use Scenario Management, the data in our Canonical Data Model (CDM), and the connection between different applications.

Set up flexible customer journeys

Arranging and executing the perfect customer journey, giving customers or employees specific tasks and roles, initiating actions based on the behavior of customers or employees? At Eclipse we organize these activities using our dynamic workflow.

Eclipse’s Dynamic Workflow is not a fixed or rigid management environment. Rather, Eclipse develops customized workflow environments with processes that fit in with your team, customer group or organization. Dynamic Workflow integrates seamlessly with our Customer Communication Management as a Service.

Each process is started and completed, followed by the next process. Each process can be given a deadline or initiate a trigger when an action is not taken. In that case, a customized announcement, confirmation or reminder can be sent by text message, e-mail or letter via our CCaaS.

Management dashboard

How long are customers ‘on hold’ on the phone? What works better as a reminder: SMS or WhatsApp? How long does it take to turn a prospect into a customer? Within how many days will an invoice be paid? How often does a customer log into their user account? How is the NPS score developing? Whatever figures you want to measure, Eclipse provides tailor-made KPI-BI dashboards.

Eclipse realizes tailor-made KPI-BI dashboards based on the specific goals that are important and relevant to your organization. We determine these goals in mutual consultation. The dashboards we develop provide the necessary insight in a clear way. We can unlock the dashboards for multiple devices: smart phone and desktop, for example. Which makes real-time monitoring and adjustment easy.

Links to external data? To compare / benchmark the results of your organization with those of others? It’s all possible. Eclipse ensures that applications are connected in a reliable and sustainable way.

Tapping into new customer channels

You’re considering developing an app. Not least because push notifications and the ‘red dot’ in the app will make the user more willing to take action. You also want to use WhatsApp as a communication channel. Where do you start? How do you set up these channels cleverly? And how can you be sure that you never lose customer data between these channels?

Eclipse specializes in facilitating and linking customer channels. WhatsApp, personal letters, user environments, and voice messages are familiar territory to us. Through our Canonical Data Model (CDM) we ensure that information from one channel, for example an app, is automatically updated in another channel, for example the user environment. This ensures one complete communication profile.

And do you want to be sure that a message has been received or read? Via Closed-Loop, we can provide insight into the actions that a customer has or has not carried out.