business process : optimisation

the brief

To make the client company ‘easy to do business with’. The business, its market, and its competitors were evolving quickly and the handling of customers was becoming disjointed and messy.

what we did

We established with the company how it wanted to come across to its customers as the business and its relationships matured.
We identified all the customer types and touch points within the business and mapped the various actual customer journeys.
In conjunction with the senior management team we agreed to produce a ‘how we work and how to work with us guide’. This was to be a single document that would form the backbone of internal operational practice. Additionally, it would be given to all customers as a support and guide to the most efficient way to get the best service from the company.
We consolidated all the operational practices that existed within the business. This highlighted grey areas that were open to interpretation by staff. It was agreed that consistency and fairness were crucial, so procedures and policies were established to remove these grey areas.
In conjunction with all departments, the guide was produced in printed and electronic formats, in clear English. It is periodically updated as information and business changes require.

outcome

The guide became part of staff induction and training. It was distributed to all customers and was used by the sales force as a tool to talk about the company’s ambition to be easy to do business with.
It also enabled the sales team to concentrate on sales calls by directing non-sales related queries directly to departments and individuals authorised and best able to help.