Client Experience project for PE-backed international document archiving business

Project status
Project start date
Not specified
Project posted
19 Oct 2017 09:00
Project duration (approx.)
3 Months
Budget (approx.)
£900 / day
Level of Experience
Business Services
Area of expertise
Change Management, Operations
Consultant location
United Kingdom
English (Essential)

Objectives and Key Deliverables

We are a PE-owned record management (archiving) business who operate in the UK, Ireland, Netherlands and Belgium.

We are looking to further improve our Client Experience across the end-to-end Client Journey. The focus will be on creating client interactions that can differentiate us vs. competitors and build more vocal advocates in our customer base. We also aim to rapidly identify and reduce potential drivers of churn (‘pain points’) across the Client Journey.
• Improve end-to-end Client Experience, with a focus on key “moments of truth” for our most important clients (win more vocal promoters, reduce detractors and churn)
• Ensure branch-level ownership of the improvement programme, bringing together local GMs and Commercial Directors to co-create and own and drive the solutions
• Increase % team member NPS and loyalty – retention, engagement and development of talent at the branch level

• Agree ‘size of prize’ goals – by geography: impact on % net organic volume growth, revenue and EBITDA growth, capex
• Agree client care team configuration vs. client segments / geographies; Tiered levels of support for different client tiers / different issues? Local support vs. centralised?
• Agree key initiatives and milestones / action plan: with initial focus on key ‘at risk’ clients (size, characteristics) and key ‘pain points’
• Agree supporting investment required; IT tools? Training? FTEs?
• Agree KPIs to track the client experience: leading and lagging performance indicators; estimated trajectory (1-3 years)
Proposed Approach
Proposed Approach
• Map the client experience and identify priority interactions for more in-depth assessment
• Understand root-causes of out-performance vs. under-performance (focused on prioritised interactions)
• Prioritise and sequence the issues to be addressed, design the solutions, agree the sequenced implementation plan
• Agree the change plan and communications plan, including:
• Launch ‘test and learn’ pilots

• Case Team Leader/Junior Team Manager level consulting experience
• Ideally, successful experience in change management and customer journey/experience projects
• Strong collaboration and communication with staff in local operational teams – critical that the local GMs and Commercial Directors are creating and owning the solution
• Open to travel in the UK and BeNe (2-3 days per week), including attending bi-weekly leadership meeting in Dublin
• The consultant will have in-depth support from an industry experienced operator. So, the consultant role is more about orchestrating the project and change management, communication, collaboration with the local GMs and Commercial Directors – to ensure practical solutions are implemented

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