Challenge
The client organization is a leading biotech equipment manufacturer. Although sales were growing rapidly, so were customer service costs. To compete effectively in the market, the company needed to lean out its customer service operations.
Engagement
- Analyzed the issues by
- Mining all transaction data from the past two years
- Interviewing key customers and confirming their requirements
- Assessing root causes of customer complaints
- Prioritized root causes
- Formulated solutions
- Redesigned the customer service policy
- Streamlined customer service processes
- "Fool proofed" steps that were prone to quality issues
- Created job aids
- Trained all employees
- Established key performance indicators (KPIs)
Results
- Reduced order processing time by 30%
- Reduced “fire-fighting” time by 82%
- Reduced data entry error rate by 47%
