Strengthen Customer Experience - Business Service | CASE BRIEF
CHALLENGE
Mid-size Commercial Printing business - After disruption of value delivery processes during mismanaged technology transition, B2B service business needs to regain customer trust, rebuild brand loyalty, and re-establish strong customer experience.
SOLUTION
- Meet with customers to deeply understand specific sources of dissatisfaction.
- Leverage customer feed-back to refine processes to eliminate confusion and bottle-necks.
- Consolidate separate services and processes into single customer portal for single sources value delivery.
- Simplify inbound and outbound communication and internal communication systems.
- Initiate company-wide training program on systems, processes, communication and customer experiences objectives and standards.
- Initiate simple performance metrics system to measure success of improvement 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.
The challenges and opportunities are before us… The time to act is NOW... Seize the Day.