Solution: Phased, collaborative engagement with iterative insight collection and built-in flexibility
Customer has burden to act as service hub Impact: Decrease in Customer productivity and satisfaction Minimal and/or inconsistent status and feedback/follow-up communications Impact: Decreased Customer productivity and satisfaction Impact: Missed opportunities for service improvement Lack of awareness/understanding (e.g., what/who to use, when, how) Impact: Decreased customer and employee productivity, engagement and loyalty Impact: Decreased customer satisfaction Repetitive, redundant, and conflicting systems and processes across the 5 services Impact: Decreased efficiencies Lack of capitalizing on benefits of human vs. digital channels Impact: Reduced adoption of existing service delivery tools/capabilities and increased incidents of Customer “work-arounds”
As part of a phase I Discovery engagement, we interviewed global customers and stakeholders to understand the most common service requests, the typical interactions between customer and service provider, and areas of improvement. We reviewed various usage data and insight materials from the five services. We evaluated areas of impact to the business with the current service design – e.g., inefficiencies, lost productivity, low customer satisfaction – and areas of opportunity with a new model.
