IT & Process documentation

Does the customer experience match your new brand identity and promise? We give you an insight into digital contact with your brand. Then we help you to make smart changes.

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Focus on customer experience

Do your customers experience your brand promise? When they get a letter? If you replace personal service with a ‘personal portal’? Can you live up to what your new brand promises?

Documents that are generated automatically are something that you often come across in the area of ICT. These documents must also form part of your new brand identity. We look at your process communication from a customer perspective: what do you want your customer to experience? And we take the communication channels and brand carriers concerned into account too: e-mail, letters and overviews from systems, portals and websites.

 
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From insight to overview

We subsequently provide an insight into the moments of contact with your brand. Are all those documents really necessary? We show you just how great the differences can sometimes be. What the customer experiences in one and the same process. Is your corporate identity and formatting consistent? Is the use of language and style of writing clear? Are the standard details on your correspondence correct? Has it been signed by the right person and is he/she easy to contact? We test everything against your brand identity and promise.

Making improvements together

Together we then look at what is possible and what is not – from the perspective of processes and IT systems, as well as from the perspective of legal requirements, for example. We identify the improvements that can be made and help you to implement these intelligently. Often this is simple and it is just a question of taking action. Sometimes it is more complex and a long-term plan is required. The perspective of your customers and other target groups is always taken into consideration.