SUMMARY:
Confronted with reduced client service levels, our client was looking to improve the quality of service and speed of response to their customer’s needs.
KEY CHALLENGES:
- No means of tracking the work performed by each client-facing team.
- Excessive administration tasks: leaving teams unable to focus on their core responsibilities of client servicing.
- A lack of clarity regarding how any team’s processes impacted another – negatively impacting timelines and client servicing.
- No consistency in the scope or quality of work performed by staff in similar roles on the teams.
- Duplication of work in some areas, which further added to the delays in executing client instructions.
THE ANALYZE SOLUTION:
To effectively resolve our client’s problem, we first sought to identify the root cause. In this case, our first step was to understand the roles and responsibilities of each of their client-facing team more clearly.
This involved quantitative data gathering in the form of a survey to the various client servicing teams. We then followed this up with qualitative data gathering, and conducted workshops with the
teams, across all regional offices, to validate and gather further details.
Analysing all the data collected, our final report highlighted our recommendations for quick wins that would quickly and effectively address their biggest challenges. In addition, we were able to assist them in identifying roles and unpacking the scope of work performed by each team. Our team then developed a roadmap to address all remaining issues. This exercise revealed further insights which gave the senior management team a sound base for determining how best to re-organise their teams.
“Analysing all the data collected, our final report highlighted our recommendations for quick wins that would quickly and effectively address their biggest challenges.”
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