We provide business support services to help you run and improve your customer operations.
- Operations Support Services
- Customer Experience Management
- Agent Performance and Experience
- Operationalizing relevant technology
ON Solutions is focused on those companies, regardless of industry, that truly prefer a committed, knowledgeable, and focused partner to help them solve business challenges. Although we are not the largest or flashiest consulting group, we use every single client engagement — brick by brick — as an opportunity to deliver and therefore to build trust and a growing client base.
We differentiate through our approach and focus.
- Our approach combines the innovation of technology, the art and knowledge of management competencies, and the rigor of methodology to create and implement comprehensive solutions for our clients. We know that a successful solution involves considering all aspects of people, process and systems as opposed to just one aspect in a silo.
- Our focus is on companies who themselves want to focus on their customers to make their businesses grow and thrive. Services for your contact center, analytics and business intelligence, robotic process automation, Latin American market expertise and customer experience management are all elements that are likely critical in helping your operation provide more customer satisfaction, customer retention, and ultimately more customer lifetime value while improving efficiency.
A six-dimensional reference model
Over the years, we have developed and refined a reference model that consolidates experiences learned and best practices both in the market and from common international standards (COPC, EN15838, ISO18295 . . .).
While our approach and focus is applicable across multiple industries and disciplines, we have
- Contact Center
- Consumer Products
Sample Services by Business Type
|Business Type||Sample Relevant Services|
|SaaS Providers||– Churn management|
– Customer Operations Management
– Interim Management
– Customer touchpoint management
– Organizational Design and implementation
|Equity investments (PEs/VCs)||– Interim Management|
– Turnaround projects
– Operational Audits
– Infrastructure and applications Audits
– Organizational design and implementation
– Product/Service Strategy
|Outsourcing Companies/BPOs||– Operational Audits|
– Employee Engagement programs
– Interim Management
– Improvement Projects
– Balanced Scorecard
– Agent, Team, Management KPIs and tools
– Workforce Management Process
– Contact Center Architecture
– Cloud solutions
|Start-ups and “x”-tech companies||– Help setting up your customer service organization|
– Interim Management and permanent Ops Leader selection and onboarding
– Customer Support Channel design and implementation
– Customer Support processes and tools
– Organizational design and development
– Customer journey mapping and design
|Traditional Retailers||– Operational audits and improvement programs|
– Digital Transformation program
– Customer Experience program
– Voice of Customer and customer analytics
– Global Service design
– Latin American Site Services