Advisory Services
Consulting acumen, inside your operation.
serviceMob Advisory Services runs a defined four-phase method across customer experience, CRM architecture, contact center, customer analytics, experiential analytics and marketing, delivered by people who have run these functions. The impact is the engagement, not a software license.
-
759 / 16
business requirements codified across functional towers for a national catering marketplace
-
458 / 7
functional requirements specified across capability towers for a global prestige skincare brand
-
$14.5M
revenue optimization identified for a major U.S. health insurance payer
The practice
From ambiguity to clarity, in four phases.
Advisory Services gives clients the horsepower of large-firm consulting with a defined approach that makes the experience actionable across the enterprise. Every engagement moves through the same four phases, and every phase ends in something you can hand to FP&A: a gap assessment, a benefits case, a prioritization matrix, an operating model and a roadmap.
The practice is strategically and data led. Where the diligence phase calls for experiential analytics, the Brain is delivered inside the engagement, so the numbers in the business case are measured on 100% of your interactions.
The method
Discovery, diligence, design, delivery.
| Phase | What we do | What you receive |
|---|---|---|
| 1. Discovery | Internal focus groups and observations, capability and gap assessment, process diagnostics, current performance, surveys | Current-state report and the gap plan |
| 2. Diligence | Data intake and analytics, KPI audit, hypothesis testing, causal and correlation modeling, customer effort analytics, regression analysis | The financial benefits case |
| 3. Design | Tactical solutioning, collaborative review with champions, sponsor review, prioritization matrix, cost synergies and recommendations | The business case, finalized for FP&A |
| 4. Delivery | Operating model, ideal customer journeys, cost savings matrix, implementation roadmap, technology recommendations | Business requirements, process maps, analytics models, benchmark analyses |
Six practices
Growth, experience, cost and product, across the customer ecosystem.
Contact Center
- Operations capability and gap assessment
- Operating model design
- Forecasting as a Service and WFM assessment
- Channel strategy and service model design
Customer Experience
- CX journey mapping and persona creation
- CX strategy and roadmap design
- Operational and CX transformation
- Post-sales transformation
Customer Analytics
- Data ontology creation
- Customer metric creation
- Data model and gap analysis
- Commonalities and deviations, shift optimization patterns, customer pain and prevalence model
CRM Architecture
- Salesforce, ServiceNow, PEGA, Dynamics and SAP experience
- Business requirements, process and workflow design
- Data modeling and UX strategy
- Comparative marketplace analysis and integrator selection
Experiential Analytics
- The experience modeled as data, delivered inside engagements
- Industry-first leading metrics: 1CX Rate, AMPRx, CPRx, chat concurrency
- Enterprise-to-agent, democratized data at scale
Marketing and Journey
- Marketing analytics and measurement frameworks
- Audience and data strategy, customer decision-journey research
- Marketing data stack and identity architecture
- Data maturity assessment and analytics center of excellence
The record
Requirements gathered, cases built, platforms stood up.
Anonymized by industry. Every figure traces to an engagement record; two are attested by the client principal.
-
$14.5M
revenue optimization identified
Major U.S. health insurance payer: eight-dimension diagnostic, about ten journeys, Service Cloud console
-
$3.6M
cost optimization delivered
Global shipping-insurance provider: 845 requirements, RPA in underwriting
-
759
requirements across 16 towers
National catering marketplace, vendor-agnostic BRD in 20 weeks
-
458
requirements across 7 towers
Global prestige skincare brand, Sales and Marketing Cloud, PMO over the integrator
-
268
requirements from 47 scenarios
Premium consumer learning platform, 125,000 tickets analyzed, three-year NPV case
-
5 + 8
integration defects and exceptions resolved
Specialty biosciences manufacturer, ERP to Salesforce order to cash
How we deliver
Contact center DNA. An end-to-end roadmap. Metrics you can act on.
- Contact center DNA: customer analytics and data science in the team that runs the engagement.
- End-to-end roadmap: we set the destination, build the roadmap and work with you to operationalize the teams that deliver against it.
- Proprietary metrics: AMPRx and CPRx measured on your data, so the business case rests on the exact number of contacts it takes to resolve an issue.
- Technology agnostic: we sit on top of your existing applications, which is how the cost and service gains arrive quickly.
Questions
What sponsors ask before the first phase.
Who does the work?
Forward Deployed Strategists and subject matter experts who have led customer experience, analytics and contact center functions at global consultancies and inside enterprises, with Forward Deployed Data Scientists on the diligence phase.
How is Advisory Services priced?
By engagement, fixed in scope. The usual entry point is a proof engagement on a single portfolio over 12 to 16 weeks that ends in a quantified business case. Figures are in your proposal.
Do we need the platform to work with the advisory practice?
No. Advisory stands on its own. Where the diligence phase calls for experiential analytics, the Brain is delivered inside the engagement so the case rests on measured behavior.
The evidence, before the commitment.
A working session scopes a proof engagement to your numbers: one portfolio, one baseline of cost to serve and revenue at risk, one quantified case.