Intrinsic's mission is to help organisations gain a competitive advantage by delivering consistently optimised experiences to their customers.
We have learnt that improving loyalty through offering an appropriate customer experience and focussing on the 'moments of truth' leads to increased revenues and profits.
We're known for our friendly, but professional style and take a consultative rather than prescriptive approach with all our clients, who consider us true business partners instead.
We passionately believe putting customer experience excellence at the heart of the organisation, ultimately leads to significantly greater and sustainable profitability.
Our customer experience solutions are not mere niceties, they create genuine value and the partnership-led approach helps our clients to understand, design, implement and manage practical solutions that have a significant impact on the bottom line.
Similarly we don’t advocate change or new technology for their own sakes. Whether it’s driving costs out of or increasing revenue into the business, it is vital in the current challenging economic environment to deliver service excellence and value to each and every customer.
Key offerings
Intrinsic offers a range of consulting services that are designed to have a major impact on business profitability:
Creating Value
Through customer management programmes, including Customer Experience, Voice of the Customer and Customer Journey Mapping solutions. For example we recently designed a complete Customer Services Operation for a leading Pay TV operator in the Middle East.
Delivering Operational Excellence
By optimising resources and changing processes to enhance the customer journey, whilst reducing cost. Intrinsic has recently delivered efficiency gains and costs saving through business process automation in the contact centre for a leading national mail order and ecommerce business.
Managing Change
Through a period of business change that either results from these inputs or for other reasons, such as major technology implementations, centralisation and relocation projects. After a recent takeover by a Private Equity group Intrinsic helped a major book retailer analyse key business processes and the technology employed behind them; ultimately helping procure and implement an organisation-wide ERP system.
Experience and expertise
Our Senior consultants have a wealth of business experience, delivering solutions addressing a wide range of business challenges and have experience in delivery throughout organisations from working with the CEO, Operations Directors, Call Centre Managers to front line agents. Our knowledge and expertise extends across various business functions, including Marketing, Acquisitions, Sales, Retentions, Ecommerce/Web, Service Delivery, and IT.
How we operate
Working in partnership with your senior team, Intrinsic will help you evaluate your existing customer management strategy and assist in defining the key elements that need to be in place to deliver upon those strategic objectives.
We aim to demonstrate a positive return on everything we do and to deliver the means for ongoing performance measurement.
Our methodologies are tested and proven to deliver results, but also offer flexibility. Every one of our clients faces different challenges, all with varying levels of resources. By understanding the prevailing situation, the business objectives and working hand-in-hand with our clients, we are able to offer flexible solutions that are tailored to their particular requirements.