The brief

A global software company asked us to provide customer experience consultancy on two difficult service issues, response management and complaint management. They wanted recommendations to resolve serious service delivery issues within both areas.

The delivery

Utilising 25 years of corporate customer service background and experience we set up two projects to tackle the separate but related issues.

The response management project centred on identifying how the business should respond to customer complaints from large corporate customers. This involved working with UK, European, and global teams within our clients’ organisation to understand the issues, identify the barriers, propose and cost solutions, and make final recommendations back to the European and Corporate sponsors. We proposed the global adoption of a tool and process that already worked successfully in another part of their own business!

Separately we worked with the UK subsidiary of the business on their need to provide a customer complaint service that met the legislative requirements of the industry in which they operate. We proposed the establishment of a small team to provide an outsourced complaint handling option for consumer customers.

The results

The response management proposal went to Corporate HQ in the US and was deemed to be the best way forward to resolve the issue. We handed over all of our work to the HQ team that were appointed to implement it.

The UK customer complaint team proposal was accepted and we were asked to provide the team to manage this project going forward. We now manage all consumer complaints for this client.