Contact Strategy

Roadmap for the Future

Roadmap for the Future

A strategy for deliberate use of online & offline channels towards your customers

Alignment across departments on how to reach all goals

A framework for testing new channels and/or improving existing channels in correspondence with the strategy and goals set

The Contact Strategy – Roadmap for the Future is a strategy document that serves as a roadmap and anchor to successfully navigate department goals, initiatives and contact options relating to your digital platforms.

It is an essential part of any digital transformation strategy to deliberately apply the best contact option to create a great customer experience and cost efficiency for the organisation.

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What is required:

Based on the Audit findings and analysis we’ll set up workshops with relevant stakeholders to discuss the organisation’s direction and future goals. From there bmetric will draft the framework and strategy for the use of the channels to reach those goals.

  • Time for interviews with relevant stakeholders.
  • Time for workshop with selected stakeholders.
  • Ad-hoc (existing) material to highlight current situation.

At bmetric, we specialise in helping businesses navigate the digital transformation process

Our team of experts will work with you to define a clear process for optimization and improvement, so you can stay ahead of the curve and continue to grow your business.


discovery+ customer review

Andrea Crippa

Senior Retention Manager at Warner Bros Discovery (EMEA)

bmetric has always helped us deliver the best customer experience and content recommendations to our subscribers. It is not only easy to use but also manages to interact with our CRM systems efficiently, generating insights that help us understand how to improve our D2C strategy.

yousee customer review

Zakarias Balling Eddaif

When working as Operations Manager, Web Assisted Sales & Outbound at YouSee.

Our goal at YouSee is to provide customers with the best user experience. With bmetric, we're able to maintain the best possible response time to our potential customers and qualify our sales conversations, thereby creating a synergy between the online and offline efforts and the experience of buying our products ultimately resulting in the best availability for our customers.

tryg customer review

Jens Petersen

When working as Head of Online at Tryg Forsikring

At Tryg we have used bmetric for several years. In part to gain insight as to why customers are calling, so we can offer better help, faster; and in part to make sure that our user experience is the best possible across channels, whether you want to buy online or talk to our sales department. bmetric has always delivered swift and high-quality service.

Telia customer review

Rune Grønvaldt Hansen

Director of Online Sales at Telia

Telia wants the best for our customers, and that means striking a perfect balance in the user journey so that visitors are effortlessly able to buy online but also get the help they need in the call-centre - all depending on their personal preference. bmetric has helped us strike that balance. We have always experienced the highest urgency and care for our setup after working with bmetric for many years.

Greenchoice customer review

Paula Borsboom

Customer Journey Owner at Greenchoice

In the collaboration with bmetric, we gained a stronger insight into the customer journey of our website visitors, which allows us to shape our website to their needs and make sure they have the best experience with our services. With bmetric we are able to optimize our contact channel in such a way, that what we can create better digital experiences for our customers, and we can also increase our website performance from a sales perspective.

Delta Energie customer review

Jeffrey van Peer

Online Marketeer at Delta Energie

At Delta Energie we are constantly looking for potential improvements in order to serve our audience in the right way, via the desired contact channel. Since 2020, bmetric has helped us with this, through the successful use of a customer contact strategy and finding the balance between online and offline sales. The pleasant cooperation and the high-quality reporting will undoubtedly result in better digital information, increased self-service actions and new sales also this year.

Let's talk


+45 7879 2222

United Kingdom

+44 (0)20 3514 3360
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