Transformed an overtly dissatisfied client organisation into a satisfied customer, with subsequent contract renewal.
Account costs and profitability restored to acceptable levels.
Increase in staff satisfaction and retention.
Call centre and order fulfilment processes now fit for purpose.
EDS, an outsourced services provider, now part of global information technology company Hewlett Packard.
What we created:
Gill worked with the sales account leadership team, the overall account team and their client organisation by facilitating a range of different workshops over a number of months to surface issues and create solutions, resulting in measurable financial improvement. She added value by putting the account leadership team and the customer in the same room to share perceptions of each other and initiate joint problem-solving, leading to a bespoke implementation path.
The client prompt:
A call centre and associated order fulfilment processes which were being operated for the client organisation were failing to hit profit targets, the staff were demoralised and the client was extremely unhappy.