WDS Audit

In today's complex mobile world, preserving end-customer satisfaction and business profitability is often a precise science that requires the focus, expertise and co-operation of all individuals and departments throughout the mobile value chain.

Every juncture in the customer lifecycle from selection and purchase through to usage, support and ultimately replacement can be met with either customer delight or disappointment. Even the most fundamental of deficiencies or oversights in these areas can result in damage to revenues, profits or customer loyalty.

WDSGlobal consultant analysts can help mobile organizations with the launch, sale and support or complex mobile products through the analysis and refinement of business practices, processes and mechanisms. Detailed WDS Audit studies cover a variety of mobile organization departmental functions and disciplines including:

Channel

• Retail capabilities audits
• Retail Mystery shopper performance analysis
• Retail / e-tail Comparative industry benchmarking
• Retail automation studies
• Retail Training needs analysis
• e-tail portal usability studies
• e-tail POS mechanism studies
• e-tail content accessibility audits

• User observation studies
• Device usability studies
• Risk assessment, support probability studies
• Support mechanisms: Content GAP/needs analysis
• Best practice comparative analysis

• Call handling / diagnostic studies
• Workstation usability and content audits
• Knowledge deployment audits / GAP analysis
• Subjective agent surveys
• Customer journey studies
• Skills audit / training needs analysis
• Cost to Serve analysis / retrospective risk assessment
• SLA alignment / performance audit

• Knowledge / content GAP analysis
• User Centered Design Studies
• Customer Care / Self-Service alignment studies
• Support mechanism benchmarking
• Best practice comparative analysis

WDSGlobal Audit services provide detailed reports and recommendations outlining an implementation roadmap for immediate productivity, profitability or customer experience improvement.

If you would like to contact us about any of our products, solutions, and services then please contact us using our online contact form.

This page was last updated on Wednesday, November 7, 2007.