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An Experience Worth Every Penny
June 27, 2022

An Experience Worth Every Penny

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Deloitte Consulting

  • Improved customer relations/service by introducing proxy measurement metrics, such as consumer satisfaction, customer sentiment, and Net Promoter Scoring.
  • Improved First contact resolution time by setting up a cross-platform integration that allows case tracking across multiple communication channels.
  • Helped us proactively reduce Average handle time by improving our agent training methodology and introducing better time-tracking tools to understand how long an agent spends working on an active case.
  • The price is a bit steep, but considering how functional it is, it's fair to pay in order to work with a good CRM system.
  • Some methods of scheduling meetings and overall consistent check-ins could have been more organized and flexible to meet the needs of our organization.
  • Reports could be a bit better structured and more straight to the point.
Deloitte is proficient in all aspects of customer relationship management. Outside of improving client relationships, they helped us strengthen our compliance and risk management and created internal operational efficiencies. The consultants did a very good job of working together with our team and were very transparent and professional in answering all questions raised during the implementation process. We were all on the same page in the end there were no dissatisfied managers.