Optimizing customer relations processes for a major energy company
Context
- Following the rise in energy prices and faced with increasingly demanding customers, our customer wanted to review its processes to achieve optimum customer acquisition and relationship management, and maximize 3 KPIs: Productivity, Customer Experience, Business Value.
Objective
- Simplify customer relations processes and reduce the cost of customer acquisition and relationship management operations
VERTONE contribution
- A LEAN Management-inspired approach based on 4 key stages:
- Identify and diagnose key customer paths.
- Identify the root causes of under-performance and areas for improvement.
- Quantify and prioritize identified areas for improvement
- Formalize an action plan to improve customer paths
- Develop an internal Lean Process methodology focused on the customer experience, with deployment of quick wins.
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