Lookey, the customer relationship management solution, 100% in the field

CRM/GRC: customer relations are no longer enough

Customer relationship management (CRM) applications and software are often limited to producing decision-making commercial information in order to identify and qualify potential prospects or important customers. The aim is to convert the prospect into a customer and/or to retain and engage customers.

From customer relations to client experience

But while this information is essential, it does not guarantee the production of a unique and remarkable customer interaction. Although CRM allows you to know a lot about your customer in order to prepare and personalize your exchanges, it does not provide any solutions on how to embody your brand or on the attitude to adopt. Quite simply, CRM does not transform customer relations into client experience.

Lookey has been designed for this purpose, with the objective of giving the field teams (operational as well as managers) the means to offer a remarkable customer experience. Supporting customer knowledge and the information produced by the CRM, Lookey represents a real relationship manual to which to refer in order to make a real difference.

Lookey is a digital Académie du Service in your pocket, accessible to all customer relationship actors in all channels, whether physical, remote or online, to:

• initiate a dynamic, modern and living Customer Culture transformation
• organize and facilitate the rapid dissemination of a customer experience model to all its teams in just one click!
• offer practical and concrete leadership and management tools to put the customer challenge at the heart of the teams’ daily lives
• to have objective information on the appropriation and proper dissemination of the experience model

Lookey, the client experience management and animation application

Lookey is 5 axes of client experience management to deeply and sustainably transform the client experience.

Customer experience repositories accessible at any time, on mobile, tablet or desktop

Deploying a new client experience means asking everyone to reinvent the way they interact with their customers. It means inviting everyone to adopt a new relationship model and a new way of being. Access to the Experience repositories must be simple and their presentation dynamic. Disseminating repositories, ideally in video, with Lookey, means putting the experience model within everyone’s reach and in a format that speaks to as many people as possible.

#ressources #communication

Observe and debrief the proposed experience

Lookey’s raison d’être, the functions of observation, debriefing and feedback of interactions put the experience project at the heart of everyone’s daily life. Whether in self-observation, with peers or with the manager, Lookey allows to evaluate the degree of knowledge and mastery of the model. For managers, it is a formidable lever for organizing the development of skills over time. For the people being managed, the transformation is concrete, factual and systematically envisaged in relation to the model to be respected.

#change #management #coaching

A natural link from field practice to training

Lookey is linked to your training catalogue in order to put the difficulties encountered in implementing the experience model into perspective with the training courses set up to support the transformation. Whether it is to remind the fundamentals of customer relations, to illustrate the attitudes to adopt or to help managers to effectively support their team, Lookey is also a real training booster.

#training #skills

Managing and animating the client experience

Being a management tool also means offering all the functionalities that allow you to lead and coach the teams that embody the client experience on a daily basis:

• Planning of observations
• Recording debriefings
• Monitoring progress
• Identification and valuation of experts

With, of course, gamification to arouse and maintain the motivation, secure the use of the tool over time and thus deeply anchor the new Customer Culture.

#animation #anchoring

Steering and promoting the transformation

Adopting Lookey means accessing a rare change management data to steer the transformation with complete objectivity:

• Thanks to Lookey, those involved in the experience see their mastery of the reference system progress over time and organize their own increase in competence
• At the team level, managers do the same and develop their leadership actions accordingly. Making decisions on relational issues objective is a real revolution
• Finally, for the company, the consolidation of data makes it possible to monitor the proper dissemination of the experience model, the degree of commitment of the teams and also any weaknesses in the model. Coupled with performance indicators, Lookey provides a rare and above all objective visibility of the benefits and difficulties of change management.

#data #dataviz