Management consulting

for danish shared service company

 

Transformation of customer touchpoints

Intro

Reducing the complexity of the customer interface

The client is a Danish shared service company in the financial sector.

Case

Transformation of customer touchpoints for Danish shared service company

challenge

 

The company needed to reduce its customer interface complexity and to identify and reap benefits from shared projects performed.

TEAM

Tom Elberling was consultant on the assignment from conceptualization to implementation.  

solution

 

Design the future organization of the client’s customer touchpoints based on: i) As-Is analysis of customer interfaces and related activity,  ii) Evaluation of customer satisfaction and future service standard requirements, and iii) Establishment of organizational scenarios based on efficiency benefits and ability to meet customer demands. Implement recommendation. In addition, design and establish a business case process that ensures realisation of benefits from projects implemented for the company and its clients.

RESULTS

The centralization of the client’s touchpoints freed up resources, closed holes in the client’s organization and met several customer wishes – including benefit management and project impact measurement. Results were: marked improvements in next customer satisfaction analysis and a streamlined project portfolio.

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