CASE STUDY

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CHALLENGE

Mid-size Commercial Printer -  After disruption of value delivery processes during a mismanaged technology transition, the B2B service business needs to regain customer trust, rebuild brand loyalty, and re-establish customer experience. 

SOLUTION

• Meet with customers to gain a deep understanding of specific sources of dissatisfaction.

• Leverage customer feedback to refine internal processes to eliminate confusion and bottlenecks.

• Consolidate separate services and processes into a single customer portal for single-source customer communication and value delivery.

• Develop content for each step of customer interface with marketing, sales, and service, and simplify inbound, outbound, and internal communication.

• Initiate company-wide training program on systems, processes, communication, and customer experience objectives and standards.

• Develop simplified performance metrics to measure success of customer service initiatives.

RESULTS
Stabilized operating losses, reduced order errors and communication confusion, cut average delivery time in half, and established the foundation for sustainable customer experience.

Re-organized and trained sales team, driving double-digit quarterly sales increases for combined units. Brought clarity to the brand and returned credibility, trust, and positive customer experience to service delivery.

Returned to strong, profitable operation in 18 months, making client an attractive target for acquisition... completed two years later.

The challenges and opportunities are before us… The time to act is NOW... Seize the Day.