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Case Study

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Zero-based process design drives a step-change in customer experience and productivity

Business challenge

Our client needed to redesign its core business processes to remove customer pain points and reduce costs to increase profitability.

Context

A leading telecommunications company, providing cable TV and broadband services, were experiencing increased competition, a growing cost base and a 40% churn rate, which was impacting profitability and long-term viability.

They had engaged experts to identify issues but were unable to implement solutions to drive margin improvement. A major hurdle for the client was the manual (human interfacing) nature of the business processes and highly customised nature of their IT systems.

Business impact

~0

customer pain points removed, with agreed processes for ongoing identification and removal

~0

processes redesigned

0%

uplift in EBITDA margin through cost and churn reduction initiatives

$0m

saved with call centre productivity improvements

Solution

Top Line Solution

Conduct client workshops to map current processes

Run customer focus groups to identify pain points, test ideas and help to prioritise improvements

Map key customer journeys to confirm pain points to address and identify key sources of customer churn

Implement call centre productivity improvements using performance KPIs such as first call resolution, open interactions, customer experience, and a newly developed incentive scheme

Use short interval control via agile scums for team management to redesign and document new processes

Implement a Programme Management Office to convert processes into initiatives, ensuring benefit capture

Key Takeaway

Conducting focus groups to get the voice of the customer helps identify customer experience pain points that can be removed, identified going forward and improve the customer experience overall, which in turn supports the bottom line - reducing churn.

LeftOrganisational Effectiveness