Clarity. Focus. Intelligence. These words embody the essence of our value to our clients. We bring clarity of purpose in customer relationship management to our clients' companies. We help their organization focus on what is necessary and achievable to produce results. And we increase the effectiveness of their use of business intelligence through process and information management.

Solution Summary:

At the foundation of our solutions, the Customer Equity Framework provides a clear and practical blueprint for creating a customer-focused organization and building customer equity. This framework is the key driver of the Business Architecture component of our Intelligent Relationship Management Solutions.

Our Intelligent Relationship Management Solutions is a combination of methodologies and services that are comprehensive and modular for customization to each client's need. These solutions help clients with defining a vision and path to building customer equity, identifying measures and benchmarks for success, designing business processes that can deliver the goals, managing the selection and implementation of technology that can automate these processes and deploying business intelligence tools and practices that can help every member of the organization understand and service customers better.

Our Intelligent Relationship Management Diagnostic is a rapid, collaborative assessment we use to evaluate organizations' current positioning within the Customer Equity Framework, to isolate issues and targets, and then establish and conduct programs to begin building greater customer equity. This diagnostic engagement requires less than one week investment from the client, but yields a huge jump-start on the road to greater customer equity.

Our Call Center Intelligence Solution enables organizations to improve the efficiency of their contact centers and improve the effectiveness of their customer interactions through the application of business intelligence.  It combines business strategy, process improvement and powerful technologies to provide visibility across all call center processes and operations.

"Customer Equity" provides a framework for organizations to examine their current performance, develop strategies and objectives and most importantly define metrics to measure the strength of their relationships. These metrics include financial analyses but also take into account the customer, strategy and process dimensions of running a business. In essence, Singularity's Customer Equity Framework is based on the premise that the value and net worth of a relationship, its equity, is more than the sum total of the financial transactions involved. More importantly, it takes into account the fact that both parties in the relationship, customers and corporations, need to have an interest and stake in this equity.

The goal of the Customer Equity Framework is to demystify the customer-centric organization and provide a practical roadmap based on a set of principles applied across four dimensions, encapsulated in five elements in each case that define the customer relationship.

Read our Customer Equity White Paper.

Singularity has developed a methodology and a set of services focused on building Customer Equity. These solutions are aimed at defining a clear customer-focused vision and strategy, identifying metrics and benchmarks to measure success and progress, designing business processes focused on supporting defined goals and objectives and making intelligent use of technology to automate and analyze these processes and help every member of the organization understand and service customers better.

These solutions includes the following four major components:

Call Center Intelligence

Singularity's Call Center Intelligence solution is a process-centric solution that can significantly improve call center operations and improve customer experience and satisfaction. It combines business strategy and process transformation with powerful business intelligence technologies to provide visibility across all call center processes and operations. Standardized reports, aggregating data from various call center devices, can be distributed to all stakeholders in the organization. Executive dashboards will provide senior management with a real-time picture of the health of the call center. Finally, analysts and managers can use analytics functions for in-depth analysis.  For more information on call center intelligence, see our white paper or review our solution definition.

*Balanced Scorecard refers to the groundbreaking work of Robert S. Kaplan and David P. Norton. Their ideas on translating strategy into action was first discussed in three Harvard Business Review articles and then in their book, "The Balanced Scorecard" published by HBS Press.