Services
What we do
Business Services
We provide:
- Diagnostic services – to identify the root cause of a problem or the opportunity to improve performance
- Consultancy services – to design, lead and/or support transformational change and enhancement in managing customer contacts
- Training – to enable your organisation to achieve its strategic goals by giving your people a deeper-level of understanding of the support they can provide
- Leadership/senior management coaching – to help your business leaders prioritise and remain focused on driving activities that create strategic change
Customer Contact Management – Partner Selection
Customer service/business process outsourcing
With extensive experience in outsourcing we are well placed to support you in designing your RFP document and procurement scoring template. We can guide you through the field study exercises, assess and score responses and negotiate terms. We understand the balance needed between cost and value and can help you avoid the numerous pitfalls in the procurement process, getting your business what it needs and wants.
Technology (including AI, RPA, analytics)
Our supplier network extends to a variety of technology partners. We are able to assist you in understanding technology options available to your business and make connections for you, to enable you to save time in a crowded marketplace.
Cost management/budget alignment
Everyone knows that buying a service provision is fraught with challenges. Opting for the lowest cost option can sometimes be a short-term win but is often detrimental in the longer term. We can help you to identify the price point that is right for your business and your customers for each step in your customer journey.
Service location options and choice
We live in a connected world and are able to leverage the variety of cost and skill benefits that this provides us. We have significant knowledge and expertise in understanding the variety of location offerings for your services along with the pros and cons of each. We can help you make an informed decision that balances all of your needs.
Strategic Business Planning
Strategic Business Planning
We provide support to businesses looking to refresh their existing business strategy or define a new one. We will lead your people through a planning process resulting in your business having a clearly defined vision and aim, team objectives and key targets. We can also help you build a framework for monitoring progress and provide support at a business, team, and/or individual level to resolve areas of under-performance.
HR/People consulting
Supporting your business in bringing your people with you on your transformation journeys. We have extensive experience of the legal and cultural aspects of a major change programme and can run your projects for you and/or support your internal teams as required.
M&A and organisational restructures
Mergers and acquisitions are a major part of corporate life, and we can support you in both designing and implement organizational changes that keep your teams on side whilst also delivering the economies of scale/cost reduction opportunities you highlighted in your business plan.
Cultural design and development
The culture of organisations today should align with the brand image and not be left to chance, geographic location or local leadership. We can help you design an internal cultural vision that enables your people to buy in to your business in the same way as your customers do.
Sales & Marketing structure and process
Designing the right sales organisation and recruiting the right sales resource is integral to sustainable business growth. As is ensuring that your Sales Team and Company have the right profile in the industry and across the verticals that you support.
Creating strategic sales and marketing objectives and arming your teams with the skills and approach needed to address the market will help ensure that you remain relevant, considered and recognised in the industry.
Transformation is taking place in the sales world where digital selling can scale relationship building and using intelligence across social and digital channels, improve sales opportunities and close rates.
Customer Journey Management
Process Review
We can review your current processes and procedures to support identification of the root cause of issues your business needs to solve.
Waste reduction
As consumer power continues to rise, reducing cost-to-serve is an imperative. We are able to run projects specifically focusing on cost/waste reduction; and we are also able to leverage information obtained through wider analytical exercises.
Identification of efficiency opportunities
Cost reduction can occur through reviewing your customers’ journeys from end to end and identifying opportunities through that exercise. It is also viable to undertake a wider exercise to ensure efficient processes span the entire operational areas of your business.
Revenue growth
We will always seek to find opportunities to reduce the cost to serve in balance with the needs of your business to build profitable growth. We are able to support you in finding the tipping point to ensure growth in customer numbers and customer spend are sustainable and exponential.
