Reasons to use "Profit Through Service" as your customer service consultancy

1. Helping you to improve your customer service.
Delivering Profit Through Service
1

2. About Us
Profit-Though-Service is a trading style of
Jupiter Management Services (Europe) Ltd.
Jupiter specialises in Customer Service, has been trading since 1997 and
provides businesses with:
• Consultancy through Profit Through Service
• Interim Management though Jupiter Interim
• Training through Jupiter Training
We deliver Profit Through Service
2

3. Our Mission
To help our clients to improve their customer service.
Whether the service is delivered face to face, in the field, through a help desk
or via a contact centre, we help to increase bottom line profits through
customer service.
We do this through helping to reduce service costs, boosting service
quality, improving customer loyalty and leveraging more sales
opportunities via customer service operations.
We deliver Profit Through Service
through an Enhanced Service Profit Chain.
3

4. We provide
High quality focused strategic and operational customer service consultancy to
organisations in all sectors who have:
• An existing customer service operation
• A business imperative to provide improved customer service levels at
reasonable costs and to leverage profitability through customer service .
4

5. Our Service Intervention Model
5

6. Why Our Consultancy Is Effective
We take an Independent Objective View
We have the Time to focus – it is the day job
We bring Experience from Various Sectors
We provide consultancy, change management, training &
coaching, whatever is required
We work at strategic, structural, operational and team levels
6

7. The Issues We Address
– Dissatisfied customers / customer attrition
– Dissatisfied employees / employee attrition
– Poor quality / de-motivated employees
– Poor service quality
– High contact volumes
– Unnecessary contacts caused by other departments
– High repeat contacts
– High complaints
– Poor morale (telegraphed to customers)
– Missed opportunities for sales through service
7

8. The Results We Deliver
– Improved customer satisfaction, retention & loyalty
– Improved customer service quality
– Lower cost of service
– Higher quality new hires
– Improved staff retention
– Improved staff morale
– Improved sales through service
All Leading to Higher profitability
8

9. Our Strengths
• Depth and breadth of experience in the Customer Services arena
• Consulting, Change Management and Interim Management skills
• Strong cultural leadership
• Drivers of improvements in Customer Experience to provide market
differentiation
• Senior Leadership, Management, Training and Coaching expertise
• Adaptable and innovative
• Strong strategic awareness
• Strengths in growing people and delighting customers
• Highest possible standards of professional integrity and leadership
9

10. Our Unique Value
• UK based dedicated CS consultancy with 15 years of experience
• Track record of success
• Adaptable non–prescriptive approach
• Bottom Line Profit Focused
• No-obligation preliminary analysis
• Consultancy at all levels - Strategy, Structure, Operation, Teams
• Diagnosis, Intervention & Support Services
• Managed Services Option
• Ongoing review of progress & coaching
• Capability in contact Centres, Help Desks and Field Support
• Part of a network of over 200 senior consultants – not new MBAs
10

11. Business Benefits To You
Improved Competitive Position
– Higher profitability
– Improved market reputation
– Greater customer loyalty
– Better quality service
– Lower sales costs
– Lower service costs
– Additional sales through service
Improved Efficiency
– Less cost and time in handling complaints
– Less cost and time in hiring & training replacement advisors
11

12. In Summary
We deliver Profit Through Service
Dedicated CS consultancy
Broad Capability and Track Record
Strategy, Structure, Operation, Team Consultancy
Diagnosis, Intervention & Support Services
Managed Services Option
Ongoing review
Access to many senior consultants
No-obligation preliminary analysis
12

13. Where We Go From Here
Client
Meeting
On-Site
Analysis Report
&
Proposal Agreement
& Delivery
13

14. Contact Details
Profit Through Service
9 Clarence Square
Cheltenham
GL50 4JN
Email: enquiries@profit-through-service.com
Phone: 01242 515086 / 07798 670077
Website: www.profit-through-service.com
14

15. Questions
15

16. 16