Our success in meeting our own challenges has shaped our unique approach to consultancy
Engaged employees resolve complaints on first point of contact to deliver an improved customer experience and realise a 20% capacity benefit.
One of the UK’s largest issuers of credit cards wanted to transform the organisation to be recognised as a market leader in customer experience.
The company visited Unipart’s head office in Cowley to experience Unipart’s philosophy of working that engages everyone in the organisation to continuously improve customer service and performance. As a result, the company challenged our expert practices division to help achieve three strategic objectives. We then embarked on a sixteen week proof of concept in the complaint handling area.To see the full strategy that our expert practices devised, make sure you download the full case study at the bottom of the page.
From our own experience gathered over many years, we know that engaging people and developing their capability in new ways of working
Transforming the complaint handling area has delivered against our clients three strategic objectives. We have improved customer satisfaction, increased employee engagement and created capacity for reinvestment.
To read the full case study on how we transformed complaint handling for NewDay, download the case study below.