top of page
PRODUCT DESCRIPTION
PRODUCT DELIVERABLES
PROCESS PHASE

1. Client Audit & Customer Survey

  • Client audit of customer service

  • Net Promoter Score (NPS)

  • Customer Satisfaction (CSAT)

  •  Voice Of Customer (VOC)

Phase 1

  1. Prepare/Review/Launch Survey

  1. Survey & client audit results

  1. Conclusions, recommendations, go-forward plan with facilitated strategy session & consensus building

2. Customer service journey mapping & customer service evaluation

(Value Stream Mapping)

3. Review of service processes & documents

Phase 2

2. Current state vs future state gap analysis & customer service evaluation report

3. Service processes & documentation evaluation report

4. Review service product offerings / pricing / promotion for Revenue & Profit potential

5. Assessment of all service revenue channels to market

Phase 3

4. Evaluation report with recommendations for Revenue & Profit optimization

5. Evaluation report with recommendations of sales channel effectiveness

6. Create action plan for optimum service delivery, Revenue & Profit generation.

7. Monitor action plan results

Phase 4

6.1. Action Plan

6.2. Define metrics that matter to drive Revenue, Profit & productivity

6.3. Deploy service dashboard with financial and operational KPIs

7. Fine-tune & adjust for continuous improvement

bottom of page