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Customer experience: one shared view, teams that move together.
Customer experience consulting is a transformation programme that brings marketing, sales, service and after-sales teams together on shared customer data, designs the customer journey and puts it into practice with CRM and AI.
When customers have to repeat themselves at every touchpoint.
For organisations that can’t deliver a consistent experience because customer information is spread across teams, channels and systems.
Every sales conversation starts from scratch
Needs raised with marketing never reach sales, so the customer has to answer the same questions again.
How we solve it: We link contact history to the opportunity so each conversation picks up where the last one left off.
Follow-up lives in people’s heads
With emails and spreadsheets scattered everywhere, neither the next step nor its owner is clear.
How we solve it: We design sales processes that make owners, tasks and opportunity stages visible.
Support doesn’t know the customer
A support team that can’t see what sales promised or what the customer asked for before is slow to grasp the problem, and the customer has to give the same details all over again.
How we solve it: We build service processes that handle each request alongside the customer’s history and track SLAs and resolution status.
After-sales is invisible
Once the deal closes, nobody follows the relationship up, and adoption, renewal and growth opportunities are missed.
How we solve it: We connect subscriptions, Customer Success, renewals and growth within the same customer context.
A connected experience from first contact to referral.
Choosing CRM software is not enough on its own. We bring customer journey design, platform configuration, integrations and AI scenarios together in a single plan.
Customer journey design
From awareness to referral, we define the customer’s question, the team’s responsibility and the information needed at every stage.
Journey and CRM designSales and CRM processes
Pipeline, opportunity stages, quote tracking and task assignment, so your team spends its time talking to customers rather than chasing status updates.
Sales CloudMarketing automation
Segments, targeted messaging, behaviour-triggered flows and campaigns you can measure against sales results.
Marketing CloudService and support
Request and ticket management, SLA tracking, a self-service portal and multi-channel communication.
Helpdesk CloudAfter-sales and Customer Success
We bring subscriptions, adoption, renewals and growth opportunities together in a single customer view.
After-sales managementAI that knows the customer context
Assistants that summarise history and suggest the next step, agents that move work forward within defined permissions, and voice AI agents.
AI Voice AgentDesign starts with how you work.
We tailor the stages to your sales model; the steps below summarise a typical customer experience engagement.
Needs and touchpoint analysis
We assess customer groups, channels and handovers between teams, and pinpoint delayed responses, duplicated work and broken information flows.
Customer journey map
We define the customer’s question, the team’s responsibility and the information needed at each stage, then tie CRM fields, opportunity stages and follow-up rules to the map.
Data and integration plan
We clarify customer records, data ownership and matching rules, and scope integrations around the APIs your ERP and other systems offer.
Workflow and permission set-up
We design task assignments, notifications and approval steps, give each role the access it needs and set control points for AI scenarios.
Pilot and training
We start with a priority team or process, test real scenarios, gather feedback and check that migrated data is accurate.
Measurement and improvement
We compare baselines with post-implementation results and identify where to improve sales cycle, first response time and operational workload.
A measurable customer experience model.
- Customer journey map and touchpoint analysis
- A shared data model for marketing, sales and service
- Opportunity stages, follow-up rules and SLA definitions
- Integration scope and data-migration plan
- AI scenarios with permissions and control points
- Indicators for sales conversion, sales cycle and first response time
Customer data in one place, the experience on every channel.
CloudOffix AI-native CRM
Brings CRM, marketing and customer support together on one platform, so AI can assess an opportunity alongside its campaign, meeting and support history.
Explore CloudOffixM-Files
Fast, secure access to proposals, contracts and customer documents, with fewer document-related errors and delays.
Explore M-FilesİYS integration
Manage commercial electronic messages in line with the consent records held in İYS, Türkiye’s Message Management System, and keep them under control.
İYS integrationOrganisations that have transformed their customer experience.
About customer experience consulting.
What is customer experience consulting?
Customer experience consulting is a service that treats every interaction a customer has with your brand as a single journey, then redesigns and delivers marketing, sales, service and after-sales processes on shared customer data.
What is the difference between CRM software and customer journey design?
CRM is software; customer journey design is a method. CRM manages customer data and your teams’ work, while journey design sets out what the customer needs at each stage and how the organisation will respond, and that shapes how the CRM is configured.
How do you measure success?
We measure success against baselines taken before implementation, such as sales conversion rate, sales cycle, first response time and time spent on repetitive work. After go-live, we track results regularly using the same definitions.
Let’s bring your customer experience into one journey.
Start with the AI readiness test, then we’ll choose together the customer process where your team loses the most time and work on a scenario built around it.