Improving customer service in a highly competitive market
Client
Global market leading service provider
Challenge
To increase customer retention and profitability, the client needed to improve customer service and experience. Operating in a highly competitive and price-sensitive market, the solutions proposed could not increase costs or decrease productivity. The client needed visible results within 6 months, and the organization was already at full capacity. Therefore, the consulting process needed to be effortless, and the solutions should have a have high likelihood of success and be easy to adopt across several locations.
Solution
In just a few months, the client implemented seven targeted practices related to onboarding, retention, and cross-selling. These practices resulted in small but crucial changes at value-adding touchpoints throughout the customer journey.
The practices were developed through Benelizer® Ideation Workshops and Benelizer® Operationalization Workshops, which included employees from all parts of the value chain. These workshops provided a platform for key employees to share valuable insights and identify effective improvements within a few hours. The workshops generated 21 potential solutions, which were then assessed by over 300 employees based on criteria related to business value and likelihood of success. With the help of Benelizer Cloud, the assessment process took less than 10 minutes to complete. Seven initiatives stood out on the Score Map and were promptly implemented.
Benefits
Highly valid recommendations as we were able to involve the entire organization without increasing efforts.
Impactful practices that could be implemented in a busy organization as they were developed with relevant employees.
High degree of buy-in and alignment at all organizational levels due to a targeted, speedy, and transparent process. As an example, in one region, customer retention tripled.