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Service & Engagement

Customer service isn’t just about keeping customers happy. Successful customer service strengthens brands and has become a channel for profitable growth.

From cost center to revenue generator

In the past, when companies thought of customer service, they thought of reducing costs. For B2B, opportunities such as service contracts developed.

High cost structure and uncreative business models have kept customer service behind product as a growth vehicle. Today, technology, connected devices, competition and innovation are rapidly altering how customer service contributes to priority results like increased market share.

Progressive customer service and engagement creates a culture within an organisation that is focused on the customer experience. It provides the infrastructure to build on past successes to reach new levels of excellence.

Key questions to consider:
  • Do you have a defined and clear service value proposition that is integrated in your overall customer value proposition?
  • Do you have a multi-channel engagement model that utilises digital channels that drive down costs?
  • Can your contact centre provide an integrated voice/digital experience to the customer?
  • Where do your contact centres rank against industry benchmarks?

How can PwC help you?

PwC can help you transform how your business delivers post-sale service to your customers. We help you design service experiences, improve operations, apply enabling technologies and sustain change through service culture.

Together we can create a service culture and infrastructure that progressively builds on past success to reach new levels of excellence—along the way converting Service from a cost center to a revenue accelerator.

To get the results you’re looking for, let PwC help you harness these capabilities:
  • After-sales growth strategy
  • Service transformation and field service optimization
  • Contact center optimization
  • Digital and social customer care
  • Employee engagement
  • Field service
  • Omnichannel experience
  • Service strategy and revenue growth

Contact us

Serkan Tarmur

Serkan Tarmur

Advisory Services Leader, PwC Turkey

Tel: +90 212 376 5304

Yiğit  Arslan

Yiğit Arslan

Advisory Services Partner, PwC Turkey

Tel: +90 212 376 5365

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