Customer experience doesn't stop at one department. Discover how to make every interaction smooth and personal - from the first click to support.
A smart self-service strategy
Customers don't want to call or email for basic questions about orders, invoices, or deliveries - they just want easy and quick access to that kind of information. At the same time, companies are looking for ways to reduce the pressure on their customer service team. The solution? A smart self-service strategy that reduces customer queries and improves the service experience. By automating standard, repetitive tasks, service employees have more time for complex issues and valuable customer interactions. This shifts the focus from reactive support to proactive relationship management.
Integrated self-service environment
At Acorel, we help companies strategically and practically implement self-service. This starts with a thorough analysis: what kind of questions are typically asked, through which channels, and in what ways can customers independently find the answers they need? Based on that, we design an integrated self-service environment where your customers can, for example:
- View orders, invoices, and deliveries easily on their own.
- Modify their contact information, preferences, and GDPR consent.
- Access a knowledge base with frequently asked questions.
- Manage their own onboarding and account online.
Dive deeper into the importance of Customer Data
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Learn from insights of Shimano, Fabory, Asics, and Royal Swinkels
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What will be your first step in this domain?
Composable CX Solution
To achieve this, we work with a structured approach. We start with a customer journey analysis and define the ideal self-service journey based on that. With our composable CX approach, we then integrate solutions such as e-commerce, CRM, and ERP flexibly with existing systems, so that customers always see the right, real-time information. Finally, we test, optimize, and guide the adoption, so that both customers and employees can make the most of the new environment.
Lower Workload, Higher Customer Satisfaction
This approach has already proven itself in the onboarding process of new customers, where we fully digitized the customer registration process for various organizations. While the onboarding of new B2B customers with various layers of verification used to take weeks and required a lot of time from different departments, it is now largely automated, allowing it to be completed within one day. Other organizations also use our solutions so that their customers can make changes or adjust orders independently - without the need for customer service intervention.
By utilizing self-service smartly, we reduce the workload, enhance customer satisfaction, and turn service into a strategic advantage.
Discover the products in the SAP Customer Experience portfolio
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We specialize in SAP Customer Experience
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Acorel supports you in translating your strategy into operations
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We provide the SAP software and handle the implementation
Products
A strong customer experience arises when everything falls into place: your processes run smoothly, your systems work seamlessly together, and your team delivers exactly what your customers expect. That's where your advantage lies.
At Acorel, we believe that technology should serve people. We ensure that your team can work effortlessly, while customers receive the experience they deserve, supported by smart technology in the background.
Our vision
Want to know more? Contact Luuk!
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Schedule a 20-minute introductory meeting.
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Get immediate advice on CX for your organization
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