We've worked with public and private sector organisations across the world to make a difference in their customer experience, complaints management, business performance and operational efficiency.
We bring fresh perspectives on how to put customer service first.
We've carried out a wide range of engagements providing insights, assurance and improvement to our clients. Click on a heading below for illustrations of our work.
Delivered customised Performance Analytics for New Zealand Local Government in a simple-to-use, interactive dashboard analysis of Excel-based customer contact data. Operational managers improved service and staffing efficiency using the insights gained from front line contact data.
Applied our Complaints Management Assessment to identify performance and customer service improvements in New Zealand Government departments, agencies, local authorities and a global blue-chip technology firm.
Provided MSP® Programme Management support for a New Zealand Local Government Complaints Improvement Programme, introducing council-wide cultural and process business changes.
Defined business benefits and an implementation plan for contact centre technology-led process improvements in the insurance sector, including proof-of-concept delivery of SMS technology into the contact centre.
Development of Customer Service Strategies and delivery change programmes in UK Local Government.
Achieving a 57% productivity improvement and a 53% cost saving by improving contact centre service change processes.
Process re-design of a new service implementation methodology, improving the efficiency of moving new Local Government services into a contact centre.
Developed a return on investment business benefits model for use by a global CRM provider in delivering client projects.
Coaching in programme and project management best practice tools and techniques, developing the skills of programme leaders and team members.
Development of webinars, conference plenaries and workshop masterclasses delivered at international best practice conferences and direct to clients.
Our experience in operational leadership, delivery and consulting roles covers public and private industry sectors in the UK, New Zealand and Australia.
Contact centres have been at the heart of delivering high quality, efficient customer service for decades. Their evolution from call centre to contact centre in keeping pace with new channels and trends continually challenges public and private sector organisations to raise their game.
Our experience in contact centre operations extends from their strategic role in delivering customer value and world-class experiences to the practicalities of operational technologies, performance management, culture, business efficiencies and benefits realisation.
When customers are dissatisfied with your products or services, it’s the way your organisation manages their complaints that affects your reputation, your performance and their satisfaction with the result.
Complaints provide valuable insights that help you improve business operations, increasing customer loyalty and satisfaction. Complaints help you find the root causes of problems affecting your customer service, productivity and staff morale.
The AS/NZ 10002 International Standard clearly defines what world-class best practice looks like. Organisations must welcome feedback and use this vital source of intelligence to improve services, products and performance.
With a Royal Commission inquiry underway, and the Aged Care Quality and Safety Commission's 2019 Quality Standards focusing on consumer-centric delivery and choice, Aged Care service providers are under the spotlight to improve the way they listen and respond to consumer complaints.
Understanding how to create a positive complaints culture that learns and improves from consumer feedback is essential for Aged Care providers to meet their obligations under the new standards.
Based on twenty years' experience of Local Government from the UK to New Zealand, we've helped councils transform their customer experience.
That's included developing winning customer strategies, learning from complaints, releasing operational efficiencies, maximising contact centre and CRM technology investments, and improving front-line service delivery.
Local Government faces a continual challenge between rising customer service expectations and demonstrating improved efficiency by doing 'more with less' when spending taxpayers' money.
Our experience helps Government to meet this challenge.
We have experience working with a variety of different industry sectors, including:
Local and Central Government
Financial services • Insurance
Financial services • Retail banking
Financial services • Investment management
Energy and Utilities
Social care and housing
Police and legal