KPI’s are defined, mock-ups for (real-time) dashboards are created and the suitable number of employees is calculated to reach your desired service levels.
Obtaining a fast implementation implies realizing quick wins and eliminating unnecessary actions. Implementing other opportunities besides quick wins runs smoothly and simply since actions, responsibilities and milestones are cross-checked with the employees involved and clearly defined in the implementation plan.
Think beyond cost savings
Customer service projects create value in areas such as customer service quality, knowledge management, processes, division of roles and responsibilities, adequate tooling and employee satisfaction
Analysis and understanding
At first, we want to gain insights in the current way of working and the objectives you want to achieve by optimizing or establishing a customer service. Subsequently, a clear understanding of the current performance and delivered customer experience is acquired by conducting a thorough analysis. This analysis consists of multiple methodologies, such as interaction analysis (types and frequency, KPI’s…), analysis of work procedures (e.g. differences and similarities between teams), performing gemba walks, conducting interviews with key individuals in customer service, customer journey analysis etc.
Vision creation: the new WHY
The aim in this phase is to determine the future role of customer service within the organization. In order to achieve this aim, we help you shape a futureproof vision based on proven insights, best practices, expert interviews and workshops with relevant employees and other stakeholders. The created vision needs to be in line with the brand promise and translated into more specific customer promises. It also provides a guideline for the development of the future operating model.
The future organization: from WHY to WHAT & HOW
After developing the prospective vision, we help you translate this vision to a new operating model. Together, we will formulate answers to the following questions: What should your new customer service look like? How will your customer service representatives operate in the future? How should the customer service processes be structured? Afterwards, we will identify and quantify the gaps between the current and the target state.
The transition from the current state to the desired target state will be supported by an integrated implementation plan. This plan is realistic and feasible. It contains of a clear description of roles, responsibilities and milestones for every building block. Actions are prioritized and cross-checked with employees. The involvement of your employees is crucial to ensure their support and commitment.