Our success in meeting our own challenges has shaped our unique approach to consultancy
One of the UK’s leading utility companies needed help to achieve service level agreements (SLAs) as set down by the Regulator for customer complaints to its sewerage department.
Just 38% of complaints were being resolved first time as teams within the department worked in silos with little ownership of processes or focus on the customer. We were tasked with working with the department to deliver rapid improvements in productivity and customer satisfaction with the goal of ensuring that SLAs would regularly be met.
Our own experience has shown that a high level of employee engagement is the only way to sustain a new process.
By the end of the
A further significant benefit was the development
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