IMS Solution:

The IMS solution was to first understand the root causes of these issues

These causes were:

• No shared view of how things could be improved, or indeed where things were going wrong
• Lack of accountability within teams and no local management
• No sense of urgency and no prioritisation
• Unresolved training needs
• Poorly routed phone service with no fail-safes
• Uncoordinated marketing activity

The results of this analysis, coupled with cross-functional visioning workshop sessions, provided the basis for the subsequent improvements in working methods.

The first step was to consolidate all customer-facing teams into one customer services department in a single open-plan office space. This provided an opportunity to develop a common customer service vision and agree short to mid-term improvement plans. It also allowed the organisation to build flexibility into the team which enabled a better response to varying demand patterns. Accountabilities were agreed and training plans established and implemented.

An IMS performance management system was implemented which presented customer services performance metrics in a clear and timely manner. This report was reviewed in a weekly meeting, priorities were agreed and daily/weekly goals were set. Root causes of order fulfilment failures were analysed and remedial actions taken. This resulted in a progressive increase in customer satisfaction.

Quick wins and early successes built enthusiasm and momentum. New initiatives were established and the approach to marketing became increasingly sophisticated. A new website was designed and built and an e-marketing drive was designed around a customer ‘gold club’ loyalty scheme.

These initiatives combined to build major operational improvements and an 11% increase in sales in the first 6 months

For more information on this case study contact IMS!