CASE STUDY:
CLIENT
North American Industrial Supply organization 
SITUA­TION
Customer feedback about handling of email customer service pointed to poor cycle time, redundant communication, and poor outcomes – frustrating customers and putting business at risk. 
OBJEC­TIVE

Determine root cause and create prioritized plan to drive improved customer experience. 
WHAT WE DID

    Observed existing processes and handling of email combined with detailed, complex data analysis of millions of transactions to determine first time right rate by group and by channel
Developed the overall program for implementing key projects and ensure engagement from stakeholders and participants to create solutions that were practical, implementable and focused on driving better customer experiences at lower cost by removing waste from the systems 
Engaged teams utilizing agile methodology to drive ownership, engagement, and critical iterations to accomplish refinement and rollout simultaneously
Delivered all supporting materials such as reporting, analysis, process improvement approaches and facilitation to support teams 
Supported rollout to 1100+ agents and 100+ leaders including customized coaching programs for leaders to model and track improvement 

    
OUT­COME
Increased first time right and customer satisfaction scores by 5-8% within 60 days of deployment.
    