The Challenge:

The global shared services operation of a Fortune 100 company was challenged by the competing demands of internal clients and their urgent priorities. The company needed to create a customer-centric strategy in a non revenue generating environment amidst strict cost control and heavy process orientation.

The Project:

• Strativity created a Customer Experience Strategy development program designed to address the specific needs of their shared services group including:
• Experience 360®- benchmarked the (then current) Experience Inventory
• Focus Groups – conducted sessions for employees and customers
• Experience Guide – created a handbook for employees to guide them in creating great experiences at every customer touch point
• Evolve Training – delivered a customized interactive program designed to improve employee engagement in creating excellent customer experiences
• Action Plan – provided an executional roadmap for reinventing the shared services platform

Delivering the Results:

• Clear understanding of priorities
• Process changes to address customer needs
• Measurable improvement in customer satisfaction