Sesame

Challenges

• More than 50% of customers viewed service quality as ‘poor or very poor’, with Sesame experiencing high monthly attrition rates.
• Multiple points of customer entry to the business and no controls over hand-offs between departments.
• High levels of chase-up queries and complaints.
• Minimal management information on service performance or operational workloads.
• Internally focused orientation and no culture of customer satisfaction.

What we did

• Commenced ongoing programme of customer research to measure and monitor service quality perceptions and determine priorities for improvement
• Implemented a programme of culture change to bring about customer focused attitudes and behaviour
• Implemented 1st line Contact Centre to resolve 80% of queries on once & done basis
• Extensively re-designed, simplified and shortened business processes.
• Deployed a CRM solution (salesforce.com) to 200 customer service staff across 1st and 2nd line operational areas to robust case management including workflow, knowledge base and operational MI.
• Salesforce.com deployed to a further 170 users in sales, account management and marketing to empower staff with the right knowledge and drive the effectiveness of the business development effort.

Results

• 72% of clients now regard service quality as ‘good or excellent’
• 85% of customer queries now resolved at first point of contact.
• High employee morale and business involvement
• Major reduction in service costs and complaints.
• Increasing customer numbers as a result of Sesame’s current ‘quality service’ reputation

2020 Management Limited - No.1 Poultry London EC2R 8JR. Tel: +44 (0)207 869 7002. Fax: +44(0)207 643 2201