CASE STUDY

CHALLENGE

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

SOLUTION

• Meet with customers to deeply understand specific sources of dissatisfaction.

• Leverage customer feed-back to refine internal processes to eliminate confusion and bottle-necks.

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

• Write copy for each step of customer interface with marketing, sales and service... simplifying inbound and outbound, and internal communication.

• 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.

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

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