Mastering internal Customer Experience with E-On

Client engagement and organizational transformation

Mastering internal Customer Experience with E-On

Business Challenge

The Shared Services Group of E-On UK partnered with Strativity to transform the internal-customer experience and subsequently reduce an often contentious relationship between internal customers and the shared services providers.

Path to Change

The program included an Experience360 study and qualitative interviews to understand the gaps that existed between the needs of internal customers and what the shared services team thought they were delivering. The program included the creation of new metrics for each shared services department, as well as developing a feedback process, a complaint-resolution process, and the delivery of a client-engagement program. Strativity delivered in-person workshops to share the new corporate business strategy and guiding principles.

Results

In addition to improving their NPS score from 30 to 54, E-On earned a Bronze award in the Organizational Transformation category of the Gartner Eye on Innovation Awards.

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