Overhaul of the customer service department of a food retailer specializing in frozen foods
Context
Against a backdrop of customer service bottlenecks and a multi-channel, silo-based approach, the retailer is seeking to improve the operational efficiency of its customer service in order to become a benchmark in the field.
Objective
Frame the customer service ambition and the major projects to be implemented in order to become Customer Service of the Year.
VERTONE contribution
- Diagnosis of current customer service and associated challenges
- Define ambitions based on external trends (elected Customer Relations Service companies), and customer needs
- Identification of the major projects to be carried out and definition of the roadmap for each project
- Prioritizing activities by site
- Construction of the macro-roadmap: activities, milestones and means/resources required
- Identification of key success factors and risks to be anticipated
- Framing of the Customer Service roadmap to achieve the set ambition, with macro-planning and evolution of the KPIs to be monitored
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