While Omni-channel
(cross-channel) customer 

experience means many things for
manystakeholders with the
distinction beingespecially large for
90% of all customers
expect their customer
marketing vs care, the basic tenets
experience to be consistent
remain the same.
across channels
• Integrating channel silos

• Carrying context – marketing or

interaction across channels to make
30% performance
improvement was seen in
experience seamless (see picture organisations that measured
below to understand the difference First message resolution (FMR)
between multi and for a year or more
omnichannel)

• Aligning systems and processes to

make the customer centric (hear us
12.5% improvement
in Agent Handling time
oh decade old legacy
systems!)

Single Channel Multi Channel Cross Channel Omni Channel

95%
improvements of
of all our customers use Simplify360 across
channels

15-80%
and

and
see

improved
both

CSAT
efficiency

and NPS.
Channel Strategy
Choose your channels and objectives with channel managers.

The main decisions pertain to what channels to invest in and what are for
marketing and care

Process Marketing & Care

Examine existing process and build cross channel process based on main
customer data sources
Train different teams to be more cross functional and team leads who
specialise in handovers

KPI Build
Choose and measure baseline KPIs
These should include, Average handling Time (AHT), First Message
Response (FCR for non voice), Turnaround time (resolution time),
Cost per transaction (and CSAT/NPS metrics)

Channel Context Readiness

Ensure each channel manager is aware of the other channel content

Training and documentation need to be updated

Simplify360
Need help in setting up an omni-channel customer experience that is build for
social and focused on performance and delivering optimization from the outset?

Request a demo at http://simplify360.com/request-for-demo or say hello at

contact@simplify360.com.