CUSTOMER RETENTION

Objectives

• SME had seen a 15% reduction in account base and was not sure what the root was but believed it as down to long lead times with products being sourced from China and the slow response from the Customer Care team.

Solution

• Extensive due diligence involving voice of the customer across all customer persona’s and key internal cross functional stakeholders. We implemented revised KPI’s focusing on measuring the experience of the customer and rewarding collaboration across departments with common goals.
• Revised the sizing of the customer care team and proposed a new solution. This involved cross functional mapping of all departments,
• Implementation of service levels and re-mapping the customer journey touch points to improve turnaround times.
• It was also clear that we needed a better forecasting and demand planning processes in place. A new defined process and cadence for this was rolled out.

OUTCOME

• Customer retention significantly improved seen new measures and actions put in place.
• 0 cancellations.
• End to end cycle times reduced.
• Lead time reduction.
• 15% improvement in KPI’s.
• Also reviewed fast runners that could be stored locally to avoid 16 week lead time from China.