Customer Service
The client had experienced a gradual increase in response time to customer feedback with time from contact to resolution of issues approaching six months. In addition it was not clear that the causes of the issues were being addressed in the complaint resolution process. We were asked to address the efficiency and effectiveness of the customer service process as measured by response time and reduction of overall complaints.
We mapped the current process for complaint handling. It was discovered that complaint response varied based on several factors. Some immediate areas for improvements were implemented as quick wins. We discovered that over time complaint handling had become overly complex with changes having been made on an ad hoc basis in response to specific problems that came up. We reduced the complexity of the categories. We established a statistical model was established for evaluation of incoming complaints and assessment of efficacy of response. Project scope was expanded to include establishing a root cause analysis and response to complaints. Governance was addressed by establishing common practices which were overseen by a multifunction review team assigned accountability for overall consumer services results.
The new process was adopted as an enterprise standard. Common practices reduced labor hours spent processing complaints by over 60percent. Root cause assessment reduced the number of the most critical complaints by over 25 percent. The initial objective of the effort, reduction of response time, saw average response times drop from 17 days to less than one day for a reduction of 98 percent.
Contact Us to discuss how we can make this your success or read more at our Operational Improvement Service description.
We mapped the current process for complaint handling. It was discovered that complaint response varied based on several factors. Some immediate areas for improvements were implemented as quick wins. We discovered that over time complaint handling had become overly complex with changes having been made on an ad hoc basis in response to specific problems that came up. We reduced the complexity of the categories. We established a statistical model was established for evaluation of incoming complaints and assessment of efficacy of response. Project scope was expanded to include establishing a root cause analysis and response to complaints. Governance was addressed by establishing common practices which were overseen by a multifunction review team assigned accountability for overall consumer services results.
The new process was adopted as an enterprise standard. Common practices reduced labor hours spent processing complaints by over 60percent. Root cause assessment reduced the number of the most critical complaints by over 25 percent. The initial objective of the effort, reduction of response time, saw average response times drop from 17 days to less than one day for a reduction of 98 percent.
Contact Us to discuss how we can make this your success or read more at our Operational Improvement Service description.
