Our client needed to redesign its core business processes to remove customer pain points and reduce costs to increase profitability.
They had engaged experts to identify issues but were unable to implement solutions to drive margin improvement. A major hurdle for the client was the manual (human interfacing) nature of the business processes and highly customised nature of their IT systems.
customer pain points removed, with agreed processes for ongoing identification and removal
uplift in EBITDA margin through cost and churn reduction initiatives
saved with call centre productivity improvements
Conduct client workshops to map current processes
Run customer focus groups to identify pain points, test ideas and help to prioritise improvements
Map key customer journeys to confirm pain points to address and identify key sources of customer churn
Implement call centre productivity improvements using performance KPIs such as first call resolution, open interactions, customer experience, and a newly developed incentive scheme
Use short interval control via agile scums for team management to redesign and document new processes
Implement a Program Management Office to convert processes into initiatives, ensuring benefit capture
Conducting focus groups to get the voice of the customer helps identify customer experience pain points that can be removed, identified going forward and improve the customer experience overall, which in turn supports the bottom line – reducing churn.