Major Media Brand
Increasing Sales, Reducing ‘Failure Demand’
Driving revenue through increasing sales and reducing costs from customer ‘failure demand’ and improving campaign planning and communications for the UK’s biggest selling daily newspaper.
Major Media Brand
Increasing Sales, Reducing ‘Failure Demand’
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.
Major Media Brand
Transition to Homeworking Contact Centre
A UK media client successfully migrated to a new contact centre provider, improving service, reducing costs, and enhancing demand forecasting despite initial operational challenges.
Global News Media Brand
Customer Experience Optimisation
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
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.
Broadcasting & Telecommunications Brand
Provider of Health & Social Care Equipment
Contact Centre Virtualisation – Business Case, Programme Design and Delivery
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.
UK Arm of Global Human Rights Organisation
Activist Experience Review
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.
Government Employment & Training Agency
Return on Investment Model (ROI) Model Creation
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.
Italian-Headquartered Global Luxury Brand
Asia Pacific Review, Outsourced Solution Design & Supplier Selection
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 post-COVID morale issues and provided actionable recommendations, resulting in the adoption of 30 out of 31 strategies to enhance team effectiveness and supporter engagement.
Premium Bridal Design & Retail Brand
Contact Centre Review & Digitisation
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.
Provider of Private Mental Healthcare Services
Patient Interaction Review and Optimisation
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.
World Famous Premium Department Store
Helping Deliver “World Class Customer Service”
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 centere operations by identifying best-fit outsourcing partners and developing a strategic roadmap, resulting in significant cost savings and enhanced service alignment.
Global Animal Welfare Charity
Outsourcing Options and Business Case Creation
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.