“The best piece of work I have ever seen in this company"
"We could never have done this without you"
Business performance improvement
Getting new customers ... and keeping them
Our client needed to radically improve the retention of customers during the initial period from first contact through to 30 days after their service is installed and they have received their first bill. Two consultants from Project One worked with the client team to kick start this work to analyse where the issues lay, understand the root causes and evaluate what needed to happen. This led to some quick wins and also some bigger change projects which needed to be mapped out as a cohesive roadmap.
Our impact:
- A clear and compelling vision for end-to-end customer service improvement fully supported by participating business representatives and managers
- A ground-breaking operational dashboard to keep a focus on performance and improvement
- An integrated plan for the portfolio of performance improvement initiatives based on Lean Sigma
- A clear programme definition, structure, governance and roles to drive the programme going forward
- Initial initiatives mobilised, with participants fully briefed on their approach and armed with practical templates to support their work
The result:
- Clarity on what needed to be done and when, together with a team mobilised to deliver the changes and report their progress through a simple and effective performance dashboard