| By Expertise |
| Business transformation |
| Customer management |
| Technology exploitation |
| Management information |
Experience - Customer Management
Managing customer contact
Defined the customer experience at each point of contact (telephone, post, email and face to face) to meet the expectations set by the brand. Designed the operational model required to deliver the customer experience, given the changing use of channels by customers.
Improving customer satisfaction
Undertook an assessment of the customer management capabilities against the strategic customer objectives to identify the blockers to achieving an improvement in customer satisfaction and a reduction in the volume of complaints.
Outsourced customer service
Led an independent assessment of the quality of service being provided and the value for money offered by a £35 million customer service outsourcing arrangement to inform the client how to manage the upcoming renewal. The resulting new arrangement reduced the cost to the client by 20% and provided a higher level of service.