There is no value in a strategy unless your business can implement it.
“Businesses don’t need help to know what to do but rather they need help to do what they know” – Hamish
We often find that most business plans at a high level are sound but there is too little detail for the people charged with delivering it to get their heads around what to do. This is where we come in. Yes, we help with strategy but more often we help businesses develop the detail to execute on the strategy.
This is where time-in-motion studies come in…
We’ve undertaken dozens of time-in-motion studies, all seeking to provide the appropriate level of detail for the business to develop an executable roadmap. These studies all map out critical details and processes linked to customer service calls, enabling a root cause analysis to be completed. As a consequence of the detail the resulting roadmaps are clearly defined with opportunities to effectively improve customer services. The engagements help define and quantify business cases with concise opportunities to reduce cost-to-serve, improve debt recovery, target sales, and migrate customers to digital channels.
As with studies we’ve conducted before, the findings actually expose unseen facts that have proven that some products and services are in fact unprofitable and, for one customer, changed their understanding of who the customer services’ customer actually was.