Increasing Sales, Reducing ‘Failure Demand’
Major Media Brand
Driving revenue through increasing sales and reducing costs from customer ‘failure demand’, while improving campaign planning and communications for the UK’s biggest selling daily newspaper.
Transition to Homeworking Contact Centre
Major Media Brand
A UK media client successfully migrated to a new contact centre provider, improving service, reducing costs, and enhancing demand forecasting despite initial operational challenges.
Building a Global Customer Service Capability
Global Luxury Apparel Brand
A global fashion brand transformed its customer service capability in parallel with a digital technology investment and the development of its first global ecommerce and branding presence - with operations in London, New York and Hong Kong.
Global News Media Brand
Transforming Customer Experience Operations
A global media brand streamlined its customer experience by consolidating service providers, implementing Salesforce CRM, and enhancing cross-sell opportunities. This reduced costs and improved customer engagement and revenues.
Customer Service Process Mapping and Improvement
Broadcasting & Telecommunications Brand
A US-owned UK streaming and broadband brand optimised fragmented customer service processes by mapping customer journeys, standardising workflows, and improving query resolution. This led to increased efficiency and a de-risked framework for future enhancements.
Contact Centre Virtualisation – Business Case, Programme Design and Delivery
Provider of Health & Social Care Equipment
A UK health and social care provider saved £350,000 and boosted service resilience by virtualising scattered customer service teams to improve consistency across depots.
Activist Experience Review
UK Arm of Global Human Rights Organisation
A UK human rights charity improved activist support and data security through a strategic review of activist experiences, leading to enhanced guidance, new contact channels, and an executive-led change initiative.
Return on Investment (ROI) Model Creation
Government Employment & Training Agency
A government employment and training agency gained an adaptable ROI model to quantify impact across customer segments, enhancing their ability to articulate value through targeted cost and outcome analysis.
Asia Pacific Review, Outsourced Solution Design & Supplier Selection
Italian-Headquartered Global Luxury Brand
An Italian luxury brand streamlined customer service across 10 APAC markets by designing a two-location omni-channel contact centre model, ready for outsourced implementation to support retail and ecommerce growth.
UK ‘Top 10’ Charity
Supporter Relations Team Review
We reviewed a UK charity's Supporter Relations Team to address morale and performance issues. We provided actionable recommendations, resulting in the adoption of 30 out of 31 strategies to enhance team effectiveness and supporter engagement.
Contact Centre Review & Digitisation
Premium Bridal Design & Retail Brand
A premium bridal brand in Spain enhanced contact centre performance and increased appointment conversions by 20% through digital upgrades and operational improvements, achieving higher service levels with a reduced headcount.
Global Grocery Retailer
Global Customer Service Outsourcing Project
A global grocery retailer successfully transitioned its US, UK and Australian customer service operations to a BPO vendor in the Philippines, achieving over $10 million in annual savings while meeting key performance indicators and enhancing customer experience.
Patient Interaction Review and Optimisation
Provider of Private Mental Healthcare Services
A UK provider of private mental healthcare services enhanced patient interactions ahead of a technology refresh, implementing key recommendations for communication, organisational redesign, and cross-channel resource scheduling to optimise the patient experience.
Helping Deliver “World Class Customer Service”
World Famous Premium Department Store
We assisted a renowned UK department store in enhancing its customer service by conducting a comprehensive assessment, developing a strategic roadmap, and implementing key proposals, which were largely adopted to support their goal of delivering "world class customer service."
Global Printer Manufacturer
EMEA Contact Centre Design and Outsourcing
A global printer manufacturer engaged us to optimise their EMEA contact centre operations by identifying best-fit outsourcing partners and developing a strategic roadmap, resulting in significant cost savings and enhanced service alignment.
Outsourcing Options and Business Case Creation
Global Animal Welfare Charity
A global animal welfare charity sought guidance on how to reduce the costs of its Donor Relations activities across four continents, whilst maintaining donor engagement and process effectiveness. We provided a risk-mitigated, costed roadmap and business case for an outsourcing project which will deliver millions of dollars in saved administration costs over the next few years.