Is it the most important activity?
PROJECT IN AN INTERNATIONAL FINANCIAL COMPANY
Challenge
- Realisation of the processes takes to much time for employees to complete.
- Low level of Clients evaluation
Solution
- Mapping and analysis of Customer Service Department processes
- Finding bottlenecks in processes
- Analysis moments when Clients meet with organisation
- Benchmarking how competitors solve same problems
Results
- 32 PROCESSES ANALYSED
WITH 169 MOMENTS OF INTERACTION BETWEEN CLIENT AND THE ORGANISATION - 136 IMPROVE RECOMMENDATIONS PROPOSED
IN RESPONSE OF 67 NEGATIVE FEEDBACKS ABOUT CURRENT SOLUTIONS - 22 ACTIVITIES SHOULD BE REMOVED
DUE TO LACK OF IMPACT ON CUSTOMER SATISFACTION
CLIENT REVIEWS
- Finally, I have got more time for activities that really matter to our Clients!
- It seems really simple when you look at it from a broader perspective.
- Now I know what I should firstly focus on.
