Telcos


The telecommunication industry has been defining the client relationship for nearly 20 years. From France Telecom, who used to defend its monopoly on the basis of its customer service, to Free Mobile, our business has been undergoing an uninterrupted evolution.

The rush towards the best offer, the most modern device or the highest bandwidth is the permanent promise for the high technology service, with a strong added value and at an ever lower price. The Customer requirements induced by this promise translate into a very intense call on the right information and a smooth functioning of the subscribed offer.

OswegO's know-how of this industry is based on an experience that started with the deregulation and which never stopped ever since. We are now paradoxically convinced that the telco's Customer relationship operations should live up to their brands promise without ever ignoring that it is an endless game. A customer relationship in the telco industry is first the acceptation that the defended model should be called into question, with all the adaptations implied.

OswegO supports the decision takers and operations managers of the customer relationship in that it brings its multi-industry experience to create, develop and optimize their contact centers.

E-commerce


For more than 10 years, the E-Commerce industry witnesses a strong progression and constitutes the rising value of an economy always in movement. The new economic model, be it for B2B or B2C relationships, is transforming the behaviors between buyers and sellers.

The E-Commerce is characterized by the quality of its supply chain, that is the supply and delivery capacity which constitutes the heart of the decision makers' reflection in this innovative sector. The customer relationship takes its full meaning, since it is the decisive element that will convince the hesitant buyer to buy.

However, the E-Commerce remains a key-player of the customer relationship. With the volume first, with a growth of 20% per year and above all because it requires from the customer relationships operations to be more flexible under the constraint of the numerous innovations it carries and a competition that is constantly created in different and new shapes and with new players.

OswegO has a deep experience in E-Commerce. It has accompanied many traditional economic players in their mutations and also the 'pur players' who were born with the Internet.

Today, the customer relationships operations treated at OswegO combine sales support, customer service and sales development. The offered flexibility to deal with the volumes variations and the services evolutions supporting the offer will remain decisive. OswegO gives the E-Commerce decision makers the keys and the experience required to take decisions that will deliver efficient customer relationship operations with a high quality execution.

Banking


The Banking industry went through a significant evolution these last 15 years and the way consumers view it has also changed.

The challenge for traditional banks today is to manage their customer relationships through their agencies network. This relationship of proximity is embodied by an adviser who listens to his clients and helps them realize their projects. In parallel to this face-to-face relationship, the consumers built a remote relationship with their banks, from which they expect availability and reactivity. The customer relationship was split based on the needs and the different situations of the consumer.

This segmentation is a threat because it translates into market share losses. It is an opportunity for new segments gains. With a final objective to polarize the whole needs of a customer by addressing them with differentiated customer relationship modes.

Far from its customers, the banks must face the crisis by optimizing customer relationship operations and invest in customers' fidelity.

OswegO works internally on the optimization of customer relationship centers of banks to optimize the processes and thus the costs and, more precisely, to increase the satisfaction with a goal to fidelity.

Outsourcing


The Banking industry went through a significant evolution these last 15 years and the way consumers view it has also changed.

The challenge for traditional banks today is to manage their customer relationship through their agencies network. This relationship of proximity is embodied by an adviser who listens to his clients and helps them realize their projects. In parallel to this face-to-face relationship, the consumers built a distant relationship with their banks, from which they expect availability and reactivity. The customer relationship was split based on the needs and the different situations of the consumer.

This segmentation is a threat because it translates into market share losses. It is an opportunity for new segments gains. With a final objective to polarize the whole needs of a customer by addressing them with differentiated customer relationship modes.

Far from its customers relationships, the banks must face the crisis by optimizing customer relationship operations and invest in customer fidelity.

Insurance


In the insurance industry, the customer relationship management has moved from an essentially face-to-face relationship to a remote, assumed and efficient one.

The claims management or the contracts renewals are done nowadays remotely: by phone, via web. This new way of relationship management is appreciated by the customers.

OswegO is at your disposal to help you better analyze your situation and to share its expertise in order to define and implement reliable and lasting solutions.

The insurance companies have invented acquisition marketing models, appreciated by numerous customers throughout a multitude of services. Beyond these economic strategies, the challenge for insurance companies for the coming years will be to work on innovative mass products in order to continue to make new clients acquisitions but also to improve the average basket of on-line subscriptions.

Parallely, the massive acquisition having mainly been realized in the last years, the insurance companies focus today on the clients' satisfaction.

OswegO has a deep experience in the insurance field, both in France and abroad.

OswegO is able to lastingly accompany the Top Management teams in their development strategies.

Energy


The energy industry has witnessed many changes in less than 10 years, after the separation of EDF and GDF, their privatization, the arrival of challengers and a strategy of internationalization of these two historic leaders.

The energy suppliers would need a larger freedom on tariffs in order to have profitable economic models in comparison to the historic production costs on the one hand, but also to be able to fund long-term investments, necessary for a market growth.

These companies are in a logic of cost reduction, via an important change in their internal culture, with a massive recourse to externalization, based on evolutive industrial economic models and on the performance delivered to the consumer.

The energy industry is at a crossroad of two main society challenges: on the one hand, the economic crisis gives the highest priority to customers' concerns and energy costs; on the other, the programmed vanishing of fossil energies poses the issue of their replacement in a context where the consumer cares about environmental risks related to the energy industry.

The large companies of the industry call on OswegO to accompany them in the implementation of the industrial piloting among their internal teams and in transition management of some subsidiaries, which represents a key differentiator in handling the observed issues.