UK-based customer engagement specialist Thunderhead has agreed a strategic alliance with Dicitas Consulting, a consulting firm with offices in the Netherlands and Belgium. With the joining of forces, the partners expect to better support clients with the design and implementation of digital transformations, ultimately boosting client service.
The commercial landscape is undergoing rapid change. The rise of new technologies, automation, shortening go-to-markets timelines for products and services and the changing customer demands means that companies are facing massive pressures to re-optimise their sales and marketing operations. Client contact is transitioning to omni-channel, client service is increasingly complex and demanding, all against a background of growing competition and disruption – elevating the need for efficiency and agility in internal operations. And going forward the trend is only expected to accelerate. The response to these and more key challenges that lure around the corner is ‘future-proof’ business model for which digitasation plays a pivotal role.
To better support customers with successfully implementing digital transformations, two players in the arena – Thunderhead and Dicitas Consulting – have decided to team up. Dicitas Consulting was founded in 2013 in the Netherlands by former Accenture partners Martin Hermsen en Rufus Udo, and from the start the advisory positions itself as a pure play digitale transformative specialist. In recent years the firm has expanded its functional footprint with the launch of a Commercial Excellence practice and its geographic footprint with the start of on-the-ground operations in Belgium and Luxembourg. Dicitas Consulting currently consists of a team of 20+ consultants and associates.
Thunderhead was founded in 2004 by Glen Manchester, who still serves as Chief Executive Officer. The firm breathes one-topic, customer engagement, with its solutions according to the firm serving as the “glue between” all client contact channels, including the call centre, website, social media, in & outbound marketing and sales. The company has built an impressive track record in the domain over the past 11 years – Thunderhead’s platform is used today by more than 250 enterprise customers, supported by a team of more than 300 professionals across seven offices in five countries*. Its growth and impact have not remain unnoticed – recognitions include uptake in the Sunday Times Tech Track 100 (several times), number one rankings in the Deloitte Technology Fast 50 and Deloitte Technology Fast 500 EMEA competitions and a #1 spot on the CRM watchlist.
With the joining of forces, expertise and tooling, the partners believe their bundled offerings will create a “best-of –breed approach” to navigate organisations to the next level of digital operations. The scope of the partnership encompasses all forms of client contact, irrespective of the channel through which customer requests enter an organisation.
Maarten Mulder, Sales Director at Thunderhead, explains: “Companies on the one hand have to deal with more data, while they on the other hand face more demanding customers. Clients and prospects can nowadays search information on products/services across a wide range of channels, at any point in time that suits their needs, 24x7. For companies, it is key to serve them in a personalised and relevant manner, framed within the right context. Achieving this is only possible through the use of smart and innovative solutions.”
As part of the partnership, Thunderhead will provide the tooling and platform, while Dicitas Consulting will serve as customer engagement consultant and implementation partner. “With our vast experience, coupled with deep expertise and innovation skills, we support clients with better understanding how they can optimise their contact with and service to customers during every moment of the client lifecycle,” comments Martin Hermsen, co-founder of the consulting firm. “Dicitas and Thunderhead are specialists in the field of customer engagement; we walk the talk.”
At a global level Thunderhead works with a number of selected partners, such as Capgemini, Guidewire, Microsoft Dynamics and Salesforce. The partnership with Dicitas Consulting will focus primarily on the Western European market.
* UK (London, Elstree), US (New York, Los Angeles), Netherlands (Amsterdam), Australia (Sydney) and Republic of Singapore (Singapore).