tricontes360 GmbH The range of services offered by tricontes360 comprises three overarching areas of expertise: transformation, operations and digitalisation. The USP of the tricontes360 Group lies in the orchestration of the interaction of these three areas of expertise through human intelligence. This creates the basis for the tricontes360 Centre of Excellence. The result is continuous value contributions through improved sales success and optimised service costs. Transformation The holistic transformation of service organisations is one of the central elements of the tricontes360 Centre of Excellence. tricontes360 is a highly flexible and dynamic buy-and-build platform for the professional takeover and holistic realignment of customer service organisation units or entire organisations. At the same time, tricontes360 guarantees a consistently value-focused expansion of existing competencies at all times. Buy-out Targeted takeover of market participants Carve-out Takeover of in-house organisations Build-Operate-Transfer Build, operate and transfer organisations Operations The operational service portfolio of tricontes360 comprises over 30 years of operational experience in all core B2B and B2C industries, nationally and internationally. tricontes360 sees itself as a proven specialist in the processing of telephone and written customer service and sales requests. The resulting services provide cross-channel services in the areas of sales, customer service and technical support/help desk. A key driver of success is the tricontes360 operating model. tricontes360-Operating Model The production model of tricontes360 integrates customer-specific expert knowledge with the scaling potential of a network of locations at 14 sites in 4 countries. Engineering Core Dedicated employees Exclusive project environment Single Site Data-based project consulting and development services Introduction of service standards and benchmarks Production Flex Scalability across 11 sites in Germany (multi-site) Cost optimisation through three nearshore locations in Europe Flexible deployment of employees through multi-skill approach Hybrid solutions through work@home Centrally controlled performance development through “Centre of Excellence” structures Direct competitive advantage through fully digitalised recruitment Digitalisation Speech-to-text-based employee analysis and employee development Omnichannel platform integration Dynamic interactions Web & App, Calls/Chats/Mails/SMS Real-time data usage for service employees Digitalisation of service and IVR traffic (Smart IVR) Intelligent skill-based service handling Increase Lead & Insights Generation (Smart SMS) Outbound-to-inbound Handling Digital knowledge transfer through tricontes360 Digital Learning App The tricontes360 operating model is completed by the third service category, digitalisation and automation. The focus here is on the automation of data, customer and employee activities as well as the provision of integrated analysis and measurement processes for the dynamic further development of the degree of digitalisation. tricontes360 Operating Model provides the optimal basis for establishing high-performance operating models across industries and designing them in an evolutionary manner. As a result, the operating model is the guarantor for the development of individual/innovative customer journeys and a sustainable increase in the total cost of ownership. Digitalisation The combination of digital solutions enables intelligent processing of customer requests with the aim of resolving them quickly, to a high standard and with a human touch. At the same time, process automation and rule-based communication chains increase the flexibility of the human element. Customer life cycle optimisation The respective customer life cycle management is improved by the integration of interactive intelligent technologies and dynamically developed in the target context. The use of the technologies is part of the operational project infrastructure of tricontes360 – regardless of existing client CRM and ERP systems. Customer-centric management as a core driver The measurable success currency in all projects consists of the components of sales success, service quality and satisfied customers. Integrated omnichannel platform, tools and analytics We use carefully tailored automated customer interaction, speech analysis and omnichannel communication tools to consistently optimise tricontes360 service and sales projects. Customer requests and potential can be prioritised accordingly via this integration based on rules and processed in a targeted manner in the respective website, hotline, messenger and social media channels. Rule-based customer identification and request qualification Customer requests are automatically identified in all channels and pre-qualified via seamless data matching processes. Thus, they can be processed communicatively based on rules and subsequently assigned or routed to the required teams in a precisely fitting manner. Three integrated core service areas of digital solutions: Omnichannel communication: installation and operation in projects Omnichannel communication tools for sales & service management AI supported communication automation (identification, qualification, process logic) Skill-based customer request management Project and process optimisation: integrated project consulting Creation of end-to-end optimisation of customer service and sales processes Conception and further development of relevant success drivers Installation of data-based customer management procedures (real-time, KPI-based) Analysis management: 24/7 knowledge transfer and data-based development Speech-to-text-based real-time analysis Integration of customer interaction analysis dashboards Consistent transfer: data discovery activities Learn more about the successful application using the example of an omnichannel case study >> Speech-to-text-based employee development At tricontes360, employees are specifically motivated, promoted and developed using data-based digital auditing. Content and communication potentials are automatically determined individually for all employees and dynamically integrated into the development and promotion processes. Sales success and service excellence can thereby be significantly optimised. Employee motivation, project success and customer satisfaction are all linked at the same level. #SaidDone tricontes360 Digital Auditing Process Legal Details Data Protection facebook instagram xing linkedIn tricontes360 History Management Services Transformation Operations Digitalisation Case Studies / White Papers work@tricontes360 Locations Contact © 2021 tricontes360 GmbH To the top ↑ We use cookies to optimise our website and our service. Functional Statistics Marketing Accept all Save settings