Process | Motivation | Communication | Execution
About Us
Based in Hampshire, UK, Optimal Action Ltd was established in 1998. Our mission is to help our Clients to become more efficient with their customer service offering and to sell more by providing an exceptional customer experience. We focusi on our customers’ business issues, demonstrating understanding, building relationships and ultimately becoming their trusted advisor.
Sales and Customer support/service organisation have focused for too long on technology as cure to all customer issues.
At Optimal Action, we believe that although technology is now a cornerstone of every business, more fundamentally, it is the employees that make the difference between and average business and an excellent one
Many organisations implemented and re-implemented CRM applications and still have not seen the results that they expected on the customer base. Nor have they seen the improvements on the sales results.
At Optimal Action Ltd we believe that technology is a facilitator, and not the solution to strategy and procedural issues. It follows therefore that customer service and sales will not increase by the implementation of technology alone.
People solve problems and technology can support the changes that those people implement.
Additionally we believe that sales teams have focussed on selling the product to the client without consideration of the problem that the product/service should be solving.
It has become increasing difficult for the sales teams to differentiate their product and services from those of the competition and therefore something else is needed. Exceptional service.
Optimal Action believes that exceptional service starts well before the customer becomes a paying client. It starts by a full and detailed understanding of customer requirements and needs so that a strong value proposition can be developed to deliver exceptional returns to the client.
Process and strategy are not enough, if the staff are demotivated, process almost becomes irrelevant, the customers suffer, and stop spending money. That puts pressure on the sales force.
The sales force make promises that product development can’t deliver, and the customers become more unhappy and stop buying. What’s more, contact centre/support centre staff leave the business; customer and employee churn and training costs increase; it can become a downward spiral.
Optimal Action Ltd works with organisations around the world to:
Conrad Hoe Managing Director
