A European credit card processing and
financial services company wished to improve the quality and
responsiveness of their customer service at the same time as
reducing overall cost and harmonising with other company
systems, architectures and initiatives.
The initial key was building trusting
relationships with key managers who were having a difficult
experience with one of their incumbent suppliers. Management
required an independent view of what had been done and what was
planned by this supplier. ABC provided this and was retained to
assist in the implementation of the improved customer service
scenarios.
First, we carefully defined the programme
objective using quantitative measures that could be easily
reviewed later to confirm success.
We then proposed and refined with our
client a set of nine projects geared towards reaching their
objective. These included the following:
- the design and implementation of a
departmental reorganisation
- an assessment of company and customer
perceptions of the customer support function, together with
an action plan to address identified issues
- a project to establish new working
practices and processes with a number of key third party
suppliers
- designing and implementing a new
on-line customer support portal
- process re-engineering on the ten
most commonly asked customer support queries
- a project to address long response
time issues
- a project to define the requirements
for, procure, evaluate and finally implement a new customer
support system for 100 internal users and up to 500 external
customers.
We ensured that organisation, people and
process aspects of the programme were addressed before the
system was designed and implemented to ensure the best possible
return on the systems investment.