Deliverables your team can use
See the shape of the work and when it is useful. These examples are illustrative; the engagement defines the final format.
What working with Blink looks like
Blink examines the journey and available customer feedback to identify gaps before you invest in a solution.
- 1
Map the customer journey
- 2
Compare feedback with the current process
- 3
Prioritize the gaps to address
What you bring
The journey you want to examine, available feedback, current reports and access to the people who understand the service.
What you receive
- Customer journey map
- Gap analysis
- Baseline for improvement
How you use it
Use the findings to decide which experience or operating problem to address first.
Touchpoint
Requesting support
Customer need
Know who will follow up
Observed friction
Ownership is unclear
Improvement question
Where should the request be assigned?
Metric to improve
Illustrative example: response time to support requests
Implementation and ongoing operation are separate scope decisions.
What working with Blink looks like
Blink helps establish or restructure the function: the operating model, procedures and reporting that organize daily work.
- 1
Define the operating model
- 2
Document service procedures
- 3
Connect responsibilities with reporting
What you bring
Your team structure, existing procedures, service channels and the responsibilities that need to become clearer.
What you receive
- Operating model
- Procedure guides
- Executive dashboards within the agreed scope
How you use it
Give the team a shared reference for what happens next and how work is reviewed.
Trigger
A complaint arrives
Responsible role
Assigned service owner
Action
Follow the agreed escalation route
Record
Request history and next action
Staffing, system licensing and technical integrations must be specified in the proposal.
What working with Blink looks like
Blink operates communication and support channels, or supports and guides your internal team remotely. The proposal defines the delivery model.
- 1
Agree the channels and coverage
- 2
Operate or support daily interactions
- 3
Review quality and report on the agreed scope
What you bring
The channels, languages, coverage needs and interaction volumes, plus your current team, systems and escalation contacts.
What you receive
- Channel and ticket management
- Quality review
- Service reports
How you use it
Create a clearer path from an incoming conversation to a tracked request, escalation and follow-up.
Incoming contact
A customer asks for an update
Request record
Context and request status
Next owner
The responsible team
Review
Was the agreed next step completed?
Hours, volumes, staffing, ownership and integrations depend on the selected package and detailed proposal.
What working with Blink looks like
Blink uses mystery shopping, review analysis and branch comparison to identify variation and support follow-up.
- 1
Define the comparison scope
- 2
Review the experience across locations
- 3
Compare findings and follow up
What you bring
The branches to compare, service standards, relevant reviews and the situations you want to evaluate.
What you receive
- Mystery shopping findings
- Review analysis
- Branch comparison and follow-up reports
How you use it
See where service differs and turn observations into focused improvement discussions.
Service criterion
Clarity of the next step
Observation
Compare the explanation across locations
Evidence to review
Visit notes and relevant reviews
Follow-up
Discuss the difference with the branch owner
The locations, scenarios, evaluation method and follow-up scope are agreed before delivery.
Not sure where to start?
Describe the challenge. We will use it to discuss the right kind of support.