We are focussed on achieving outcomes – for you and your customers. Our projects typically reduce both customer effort and costs resulting in savings of between 20-40%.
We work with you to understand the drivers of interactions and opportunities to implement improvements. We help you re-design each PRISM dimension: Processes, Resourcing, Indicators & Incentives, Structure and Management.
We work across any or all channels or customer interactions. Our experience and proven results cross over many industries.
Future Operating Model Design
We assess your current operations across five PRISM dimensions and technology using our “Stages of Excellence” framework. We work with your front line to design a more effective, integrated operating model using proven service design approaches. Effective design of each dimension and improved integration of all dimensions reduces customer effort and costs.
Measurement and Reporting
We are passionate about bringing visibility and accountability into all aspects of the operating model. Our focus is on role and results clarity for middle management and we have a range of proven measurement for all operations.
We have a long history of working with outsourcing and offshoring partners at the request of our clients. These projects have delivered improved outcomes for clients and customers of over 20% on key metrics. Our operating frameworks and approach to process simplification is effective on and off shore and with partners and in house operations.
Shift/Reduce Demand for Interactions
We analyse the reasons customers contact you and quantify potential benefits. We deliver reduced contacts through elimination of demand drivers such as process failures and automation through self-service and proactive contact. We have reduced contacts by as much as 20% with a single process change.
Best Practice Process (BPP) Design
The BPP process is an agile process using customer-centred design to create new processes with front line staff in weeks. We engage your workforce by helping high-performing frontline staff to re-think all customer facing processes. We inject ideas and principles that have worked with over 60 clients. We use a test and learn phase to finesse the processes and confirm the expected benefits.
Journey Mapping and Design
We don’t do Journey Mapping simply to document current processes. Our customer effort mapping processes helps quantify pain points and feeds into rapid redesign and change. We focus more on the journey you want customers to have than the journey they have today.
Customer Experience Strategy
We researched and developed the "hierarchy of seven customer needs" to help you design the experiences you want to create for customers. We are passionate about the Customer Experience and our books, “Your Customer Rules” and “The Best Service is No Service, set out strategies for delivery of great customer experiences.
Improve Customer Experience
We can transform the customer experience delivered in any channel. We use agile design processes to create new ways of operating in weeks. These changes reduce customer effort, eliminate unnecessary contacts and improve conversion rates.
Customer Effort Mapping
Our version of customer journey mapping is quantitative and therefore makes actions and investment decisions clear. We use a combination of existing data and our proven observation and analysis tools to quantify customer effort in all key processes.
Multi Channel/OMNI Channel Strategy
We have proven solutions that will make omni channel operations effective and cheaper to run while reducing customer effort and increasing satisfaction – it can be done!. Use of multiple channels is not the same as having a seamless experience across channels. Our design process and tools make it easier to integrate and operate multiple channels in the way that customers expect.
Exploit OMNI Channel
Our Omni-channel designs recognise that not all channels are “created equal”. We work out which is best for each process and how to integrate cross channel experiences. Our design process helps each channel run better and exploits the economics of cheaper channels to lower cost and effort.
Many of our clients have added channels incrementally, often frustrating customers with the different experience provided in each. We help you create consistent processes that span channels. We build flexibility through cross-channel staffing. The redesigned omni-channel operations are cheaper to run and have higher customer satisfaction – we love double wins like this!