Enhancing the customer experience
Pryzm Consulting helps you get at the core of improving the experience of your customers - focusing on your people, processes, and technology.
We help organizations mature and scale their customer-facing teams which will translate to an increase in customer satisfaction, customer retention, and employee retention.
We work with you to ensure our approach works for your organization. While there are several best practices that can be applied to all organization, our goal is to work directly with you to understand your vision, your customers, and your business so that we can help you achieve your goals. Throughout the process, our team will work closely with your teams, and we can do so onsite or virtually.
We start with understanding your pain points and the problems you are trying to solve, followed by a full assessment of your current state:
analyze your data such as NPS scores, customer surveys, usage
review the metrics you have in place and are monitoring
review the systems/technology and workflows
review your business processes
structure and performance of your teams and people
We provide a detailed plan with recommendations on how to achieve your goals. Our plan will include a breakdown of how to improve your teams, processes, and technology
If you need help executing on the plan we provide, or if you already have a plan in which you need help executing on, we offer the following services:
customer journey mapping
business process design / re-engineering
project management and change management
technology implementations and customizations
customer service training
data design and modelling
Pryzm Consulting was founded by Farhan Virji who has over 20 years of experience in the tech space and has helped enhance the customer experience with many organizations. Farhan has successfully built the Customer facing department from the ground up at a startup serving large enterprise clients and rebuilt another Customer facing department at another startup serving small-to-medium clients. In both organizations, the teams he built and managed included Delivery (Implementation) Services, Customer Support, Customer Success, Customer Enablement (Training), and Operations.
As a software developer turned Customer Success Executive, Farhan has the unique ability to blend technical understanding, customer/user experience, and business process management. Farhan's success can partly be attributed to applying principles from the LEAN philosophy as well as instituting a data-driven culture.