Insights | Case Stories

Targeted, speedy, and transparent process.

Client

Global market leading service provider

Challenge

To increase customer retention and profitability, the client needed to improve customer service and experience. Operating in a highly competitive and price-sensitive market, the solutions proposed could not increase costs or decrease productivity. The client needed visible results within 6 months, and the organization was already at full capacity. Therefore, the process needed to be effortless, and the solutions should have a high likelihood of success and be easy to adopt across several locations.

Solution

Using the Benelizer® solution, 21 potential solutions were assessed by over 300 employees based on criteria related to business value and likelihood of success. The assessment process took less than 10 minutes to complete. Seven initiatives stood out on the Score Map and were promptly implemented.

Benefits

Highly valid recommendations due to effective and effortless involvement of the entire organization.

Impactful practices that could be implemented in a busy organization as they were developed with relevant employees.

High degree of buy-in and alignment at all organizational levels due to a targeted, speedy, and transparent process. As an example, in one region, customer retention tripled.