Analysing Customer Care
WE HELPED A CUSTOMER CARE TEAM CARE ABOUT BETTER SYSTEMS AND PROCESSES
Brief
Our nonprofit client were looking for ways to improve the performance of their Supporter Care Team but were frustrated that previous reviews hadn’t produced the results they were looking for. So they asked us to review the business systems and process and recommend improvements:
How we did it
We took an outside-in approach with the team. We noticed that the team were getting bogged down in internal admin felt they weren’t meeting supporter’s needs so the starting point was to get the team to describe the type of supporters that the organisation engages with, and what each of those supporters are typically looking for.
We then mapped out the key business capabilities that contribute to the supporter experience, and identified the people, systems and process that make up each capability. This allowed us to provide a comprehensive analysis of the current and desired maturity rating of each capability and recommend people, system and process improvements to drive higher maturity.
To implement improvements, we ran one-on-one and group sessions with the team to help them understand and practice better process. We held weekly meeting with key managers to help them monitor progress of new improvements. We worked with multiple technology suppliers to improve the CRM, re-work the inbound call centre system and deliver better reporting.
Services we delivered
Results
Our client were able to achieve the improvements they were looking for, gaining higher performance from their existing team and a better customer experience.
