Review Customer Service Process

Client

 A $200 million company that provides technology solutions to the hospitality industry and the government. The hospitality segment serves restaurants, grocery stores, and specialty retail outlets with hardware, software, and a range of support services, including point-of-sale (POS) systems. The government segment offers intelligence, surveillance, and reconnaissance information technology/systems services to the U.S. Department of Defense and other federal agencies.

Project Goals

The company was experiencing a high level of customer dissatisfaction with its Point of Sale offering with its largest customer. There was a desire to determine and fix the problem in order to retain the business.

• Establish management metrics for the customer service function
• Develop inventory of concrete actions that could be taken to improve customer service , both short and long term

Deliverables

The project delivered:

• A business process model of all existing customer “touch points”
• An assessment of the overall customer satisfaction based on key customer experiences and perceptions
• A proposed business process model with appropriate and realistic management metrics
• A realistic work plan including costs, timeline, and resource requirements for achieving the proposed business process model

Results

• The company implemented the recommended business model with metrics being reported internally and to key customer groups