Precision Marketing Solutions >> Program Implementation Blueprint >> Cartesian Touchpoint Manuals

Cartesian works with your organisation’s Standard Operating Procedures (SOPs) and the Touchpoint Audit findings to put together detailed Touchpoint Manuals for pre-specified touchpoints. A one-time exercise, fine-tuned by annual refreshers, the manuals will serve as the touchstones against which all touchpoint decisions will be reviewed.
The process covers:

1. Conducting a preliminary audit to assess gaps and opportunities that must be addressed in the manual
2. Understanding the current SOPs of the touchpoint through detailed meetings and interactions with the team
3. Expectation setting – putting down requirements and expectations of the team from the manual
4. Detailing the manual to include areas such as:
• Touchpoint Objective
• Responsibilities, role and function -  including scope of work, timings, data records, security
• Standard Operating Procedures
• Infrastructure – hardware and software requirements
• Categorization of queries with standard responses
• Standard query resolution procedure
• Automated responses
• Query escalation procedure
• Quality checks and controls procedure
• Troubleshooting
• Knowledge base development for answering frequently asked questions
• Training Manual for CSE

Deliverables
Summary concise audit report with corresponding Touchpoint Manuals

Modules also offered independently:-

• Cartesian Process Mapping
• Cartesian Loyalty System Specifications