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Our focus:

Business  must continue to look for ways to reduce costs while improving  customer service.  Shared Memory has the knowledge and created the methodologies to maximize our clients customer service offering while minimizing costs.  We provide three services focused on maximizing your customer service systems, resulting in reduced costs and greater retention of customers:

• Tapping the potential of your existing customer service business system.
• Supplementing legacy systems with innovative workflow and self service add-on tools.
• Selecting and implementing support services for a full customer care system.

We follow a logical flow which includes starting with tapping the potential of your existing system.  If your current system cannot provide the technology enabler to achieve your corporate strategy, we look to supplement the existing system with an add-on product.  Shared Memory has created a nine step methodology to assist clients in selecting new customer service software systems along with providing implementation support services.

Benefits:

With over 40 years of combined experience in designing and improving business processes, Shared Memory’s expertise brings the following value to its clients:

Improving Customer Retention (A 5% reduction in the loss of  your customers = 25% increase to the bottom line…The Bain group / Harvard Business Review)

• By adding of more ‘touch points’ for your customer needs.

•  Providing better service via more robust processes.

Productivity and cost savings

• Removing non-value adding activities in the customer service process.

• Reducing cycle times and life cycle costs in the customer service process.  

Enhanced quality of customer service.

• Creating and improving  customer/external facing processes.
•  Creating and improving personalization and self-service functions.  

We use methodologies built on customer needs, people, process, and technology that are designed to achieve excellence.  Our team is trained to develop business processes that  produce savings to the bottom line and to be self-correcting when future needs occur. This allows us to achieve repeatable results and reduced costs in each engagement. 

What strengths does Shared Memory bring:

• Providing our clients with a vision of how technology can enhance collaboration with  Customers, Partners, and Suppliers.
• Understanding how to integrate “self-service” & Web workflow methodologies into a solution.
• Combining an innovative global view with a detailed knowledge for implementation…Asking the right questions to get at the root of the issues.
• Integrating concepts of empowerment and change management into each engagement.
• Vendor Neutral in our selection methods (Allows us to be non-bias champion for our client)
• Quality focus approach (Plan – Build – Deploy – Improve)

Tools and methodologies:

1. Process Mapping skills (focus on the 95% to get it done)
1. Removal of buffers and non-value activities
2. Use of templates to speed the process mapping.
3. Doing things in small steps to avoid costly mistakes.

2. Personalization integrated into the process
1. "Information just in its time" approach which gives the customer what they need. 
2. Creating profiles of customer and partners needs to deliver service like your best person.

3. Utilizing measurements & analytics in the process to provide feedback.
1. Using a balance score card approach
2. Determining trends and segmenting the customer base for decision making.
3. Establishing a quality focus approach (plan, build, deploy, improve)

4. Using the Web as another channel for your customers and partners

5. Common view of the customer data throughout the front and back end processing. Understand the cross functional needs at the touch points of departments

6. Defined implementation architecture

Quality Statement:

Our approach  is to use  quality management principles of TQM (Total Quality Management) in working with our clients.  We follow a business process of planning (process innovation), people involvement, development, deployment and continuous improvement to ensure success.

Business model:

Shared Memory's business model is to help our clients in repeat engagements that build on past performance and provide our clients big company solutions for a small company budget.

We provide our clients with a free assessment in order for them to fully understand the cost savings and other benefits that will be realized through our engagement.  This free assessment includes an overview of your business strategy, specific suggestions for tapping your existing systems potential or planning for a supplemental or new customer service system, and ROI analysis of the project.

Shared Memory works on a fixed fee proposal arrangement so are clients know the full cost of the engagement up front.