This value-added service begins with a preliminary review of customer communication channels, both internal and external; including interactions with call center, email, and website. The review is followed by a detailed analysis and practical, actionable recommendations for optimizing the customer experience. Subsequent implementation is designed to ensure efficiency of business processes, increase staff productivity and morale, while focusing on continual improvement of the total customer experience.
Draper & Associates employs an analytical framework that is based on five interrelated parameters and associated criteria that have been developed in the course of conducting analyses of a similar nature. These Analytical Parameters include:
Communications Scope of Service addresses the degree to which the information goals and objectives of the client are consistent with its legislated mandate and/or the needs and service requirements of its customers. Conclusions regarding Scope of Service must take into account programmatic trends and priorities as well as the stated future goals and objectives, as well as changes in the market place relating to real estate industry constituencies.
Communications Organizational Structure addresses the array and alignment of functions and associated personnel required to carry out the scope of services assigned to or adopted by Information Services.
Communications Operational Effectiveness addresses the appropriateness of current processes, systems and procedures in light of existing communications goals and objectives, the specific nature of the services involved, and commonly accepted professional practices within the industry. Internal metrics are compiled, compared and contrasted with external benchmarks to identify variances and opportunities for improvement in areas such as process flow, staff and resource utilization, the application of technology and overall production efficiency and service quality.
Communications Compliance addresses the degree to which operational processes and monitoring and reporting functions are designed and are performing in accordance with applicable external legislative and regulatory guidelines, as well as internal programmatic and organizational policies.
Communications Management Effectiveness addresses the establishment and communication (both internally and externally) of a clear, attainable and measurable set of specific goals for operational and communications effectiveness. It further addresses the processes employed to monitor, report and reinforce performance against established goals and objectives, including the data sets and information utilized, the frequency with which it is compiled and disseminated, the practices in place to promote and enforce ownership, accountability and continuous improvement.
Identifying the necessary changes to meet new goals and objectives is only half the battle. To successfully capitalize on the work completed in the Communications Analysis, it must be implemented successfully. Draper & Associates is uniquely qualified to assist a client in this endeavor. We have documented success in not only identifying change, but in implementing the systems and procedures to realize it.