Future-ready service operations, combining the best of human and machine capabilities
From service design to delivering consistent operations excellence, we help our clients to:
Design service operations
Ensure every aspect of your operating model is designed and configured to optimise outcomes for both your business and customers
Access operations capability
Benchmark existing operations capabilities and practices, identifying gaps, opportunities and priorties for improvement
Embed operations excellence
Implement operations best practice; developing and deploying news ways of working, ensuring consistent adoption through skills transfer and coaching
Digitise and automate operations
Identify processes and workflows that are suitable for end-to-end or partial automation; orchestrating human and machine workers to ensure seamless transfer of tasks between them
Operational outcomes, guaranteed
Our team are expert practitioners with a track record of transforming and running operations for the world’s most exciting brands. This means that they bring the best operational practices from across the market to support the delivery of your services.
We bring together the right people, the right data and the right technology to guarantee the right operational outcomes for your business. Our agile approach to service delivery and improvement also means that we continuously drive value into your business, going beyond day-to-day provision.
Improvements through customer closeness
An online retailer wanted to establish a new way to drive customer experience transformation through truly understanding their customers’ needs, allowing them to remove unnecessary friction and deliver cost savings.
We worked together to establish and operate a unique model office in the heart of the organisation, with a 20 person team dedicated to solving customer problems.
“The model office has been a fantastic partnership which allows us to deliver faster and better improvements to ensure the best outcomes for our customers”
Customer Service Director
£1m benefit captured in under a year, with sight of a further £6m
Internal knowledge tool re-designed, leading to a 50% increase in engagement
A new automation tool has been implemented which has reduced internal transfers