1. TeamRock Project Summary
TeamRock is the new global home of Rock and Metal!
TeamRock asked Alan to review their offeringto customers and look at what could be done to improve it.
Mystery shopping through all channels revealed opportunities to make things easier for customers and to
providea more joined up service. These changes were quickly implemented. Customer journey mapping was
undertaken with the key stakeholders to define and agree what happened then and what should happen and
this formed the basis of a comprehensive customer servicehandbook for those dealingwith customer
enquiries.
Alan also advised on the development of a CRM application and its integration with social media and email
management. TeamRock have over 3million social media followers and Alan worked to define how this could
best be integrated to provide an activechannel for customers and valuableinsights for the company.
Alan worked to develop a number of contracts and SLAs with suppliers and partners as well as internal policy.
After assessingtheperformance of the existingoutsource contact centre provider,Alan recommended going
to the market to find a new one and,after consideringwhat the market had to offer, a partner was identified
which could supportthe ambitious plansTeamRock have.
Alan worked with TeamRock over a ten month period. Towards the end of this, Alan was integral to the
recruitment and induction of an outstandingHead of Customer Experience, Nicola Mahmood, who has taken
up the reigns and is now helping to write the next chapter in the TeamRock story.