CUSTOMER SATISFACTION

Objectives

• Large multi-national business had no mechanism to capture customer feedback in relation to service issues and understand the “outside in” view. They had recently implemented salesforce but unsure on how to incorporate customer feedback into their daily business processes and had received several claims for service related issues in recent months.

Solution

• Through extensive due diligence and discovery sessions we identified that in some parts of the business they had a feedback process for technical complaints that actually worked quite well but had limited visibility for senior management.
• Extensive business process mapping we were able to map out a new process to incorporate the different service channels that would arise and then mapped these into a new process that the business could adopt.
• As they had just implemented salesforce, we were able to leverage this technology platform and create a process through this, creating 360 degree view of the customer that could be viewed in real time by anyone who had access in SFDC.
  

OUTCOME

• Business was able to start to baseline their service performance which in turn rolled back into continuous improvement ideas.
• Cross functional visibility of the customer in real time to help to better serve them
• Reduction in service related claims once they started to understand the issues and therefore the root causes.