Our client – a global news media brand – faced several challenges due to their diverse lines of business, reliance on multiple outsourced service providers, and a complex technological landscape. These issues led to intricate commercial relationships, inconsistent customer interactions, and missed revenue opportunities.
Our Approach
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Contract Review and Supplier Management Refresh:
- Conducted a comprehensive review of existing contracts.
- Streamlined supplier relationships and renegotiated terms.
- Ensured alignment with business goals.
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Telephony Redesign:
- Revamped call routing and IVR systems.
- Improved call handling efficiency and customer experience.
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Stakeholder Collaboration:
- Engaged with stakeholders to redefine training programs.
- Established quality metrics for customer interactions.
- Introduced an eLearning platform for contact center staff.
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Customer Effort Score Implementation:
- Rolled out a Customer Effort Score (CES) framework.
- Secured buy-in from leadership for customer experience initiatives.
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Customer Effort Score Implementation:
- Rolled out a Customer Effort Score (CES) framework.
- Secured buy-in from leadership for customer experience initiatives.
Results
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Unified View of Customers:
- Successful migration to a new Salesforce CRM solution.
- Integration with Zuora billing tool for a holistic customer view.
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Service Provider Consolidation:
- Streamlined customer service providers across subscriptions, books, and new membership offerings.
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Cost Savings and Revenue Boost:
- Reduced total cost of ownership by approximately £300k.
- Enhanced cross-selling and upselling opportunities
