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Business challenges
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Cost control
Customer and market focusPlatform innovationBusiness GrowthOverview

Cost control

When striving for commercial excellence, managing operational costs while improving customer service and operations can be challenging. Businesses should aim at balancing controlling costs and building relationships for sustainable growth, despite the difficulty.

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How can we help you?

We help you streamline your operations, optimise resources and improve efficiency through innovative solutions. By tackling the challenge of cost management, we can provide guidance in strengthening financial health while raising operations standards and fostering employee loyalty.

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Efficient and effective customer service

The Problem

Customers’ service expectations are rising and many businesses that want to keep their costs down find this to be a challenging matter to address. In practice, however, this challenge can be overcome by for example service agents. Companies that use real-time analytics in their customer service operations report a 10% improvement in agent productivity and customer satisfaction; achieving both quality and efficiency!

Our Approach

At Gen25, we provide customised solutions to help companies reduce costs through improved customer service. Our approach uses data-driven decisions and incentives in order to improve efficiency. Using industry best practices, we optimise processes and use omnichannel solutions to improve customer interactions. We do this for you through:

  • Streamlining processes and automating tasks such as data entry, lower costs and improve the customer experience. Real-time analytics enable informed decisions and improved productivity through seamless interactions
  • Optimising efficiency and implementing best practices. We optimise workflows and implement best practices to enhance competitive advantage and efficiency without compromising quality
  • Our multi-channel solutions and knowledge management systems that empower customers and ensure centralised access to both the internal organisation and customers
Employee retention in services department

The Problem

In today's competitive landscape, retaining skilled employees in service functions is essential to maintain customer satisfaction and support business growth. High turnover rates in service departments can incur significant costs for recruitment, training and lost productivity. The average cost of replacing an employee can range from 50% to 150% of their annual salary, depending on the position and level of expertise. Thus, there is increasing pressure to manage costs, which adds a new layer of complexity to the challenge.

Our Approach

Our solutions are designed to meet these challenges, offering strategies and solutions to retain talented employees while maximising profitability. We can help you by:

  • Streamlining processes by implementing automated tasks, reducing manual effort and allowing agents to focus on service quality instead of repetitive work
  • Creating a 360-degree view of the customer by integrating data from multiple sources, enabling personalised and efficient interactions that improve job satisfaction for service agents
  • Analysing performance by identifying key performance indicators and using Service Cloud reporting, improving agent performance, supporting targeted training and creating growth opportunities that help retain employees
  • Enhancing collaboration by improving communication between employees, promoting teamwork, efficiency and a positive working environment
  • Supporting work-life balance by providing real-time information and reporting regardless of location, enabling flexible or remote working while offering supervisors and agents real-time insight and support through omnichannel monitoring
  • Driving data-driven decision-making and performance analysis through real-time reporting, providing insight into key performance indicators and identifying opportunities for optimisation and cost reduction
  • Enabling proactive customer engagement and a 360-degree customer insight, reducing escalations and supporting personalised interactions that improve customer satisfaction
Team operations and management

The Problem

Controlling costs, effectively managing teams and maintaining quality are the keys to long-term success. By effectively managing teams, businesses can reduce costs by up to 30%, while maintaining quality and achieving long-term success.

Our Approach

Gen25 can help you optimise resource allocation, streamline processes and excel at project management, so that your business achieves its objectives while optimising its resources. We can do this through the following:

  • Analysing your team management needs, adapting solutions to your workflows and objectives, minimising risk and ensuring quality performance.
  • Setting measurable objectives to assess your team's performance against cost targets. Regular feedback loops allow us to refine our strategies and ensure optimal cost management throughout our projects.
  • Maximising efficiency of advisors, consultants or other experts on opportunities and closed deals at the same time.
  • Deepening customer relationships: increasing customer satisfaction and revenue at the same time to gain a better understanding of individual customers in order to better respond to their needs.
  • Improving sales performance with a clear and broad view on customer potential, so you can leverage the understanding to increase revenue per customer based on gained insights.
Effective knowledge sharing and collaboration

The Problem

Siloed departments often make it difficult to collaborate effectively, manage change and engage stakeholders, leading to duplicated work, inefficiencies and rising costs. Studies show that companies lose an average of €20,000 to €50,000 per employee per year due to these inefficiencies.

Our Approach

Gen25 addresses these challenges with tailored solutions that leverage Salesforce’s multi-cloud approach to strengthen cross-functional collaboration, support change management and streamline operations, helping organisations optimise resources and achieve cost-effective results. We do this by: 

  • Controlling costs across all departments by eliminating duplication and optimising processes
  • Enabling interaction through Experience Cloud, creating collaboration communities for interdepartmental communication and knowledge sharing, reducing errors, lowering software and training costs, and streamlining processes with a single data view.
  • Creating a clear view of customers and processes by using a single source of truth, enabling efficient knowledge transfer between departments, better use of time and an improved customer experience.
Cost effective and secure data handling

The Problem

Effective data handling is vital for unlocking business value, as data acts as digital fuel that powers applications and drives insights. On average, companies use between 130 and over 1,000 digital applications, all generating data, which makes managing security, accessibility, integration and cost increasingly complex. A key challenge is balancing investment in the data technologies needed for resilience and insight with controlling operational expenses, ensuring financial stability is maintained while data value is maximised.

Our Approach

We can help you by:

  • Building efficient infrastructure by implementing scalable, cloud-based solutions, avoiding high upfront costs while ensuring a robust and cost-effective setup.
  • Ensuring compliance by meeting regulatory requirements within data systems, without the need for significant investment in additional personnel.
  • Strengthening security by applying advanced encryption and access controls, protecting data from unauthorised access and potential breaches.
  • Enabling integration by automating backup and recovery processes, ensuring seamless connection with existing systems and minimising downtime in case of data loss.

Related

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Corendon

Corendon is an internationally operating travel company that offers affordable holiday packages, flights and hotels to popular sun and city destinations with the guarantee of high customer service. Starting as a Turkey specialist, Corendon now serves customers across and beyond Europe, operating from the Netherlands, Belgium, Germany and Denmark. With its own airline, hotels and representatives at destinations, the company’s promise is simple: affordable holidays, delivered with exceptional service.

Moving Intelligence

As Moving Intelligence expanded, acquisitions led to fragmented systems and rising operational costs. To scale effectively while maintaining exceptional service, they needed a unified approach. Discover how we helped MI streamline operations, enhance customer experience, and drive long-term growth.

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