Managed Services
Get skilled support to manage complex change, enhance service delivery and transform customer experience
Take advantage of our operations heritage and industry expertise to:
Services
Workforce Management
Knowledge Management
Quality Assurance
Business Intelligence and reporting
Interim teams
Model office
Our experts
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