Customer Experience and Service Quality is driven by excellent Operational processes, performance, and productivity. We know that organisations that deliver customer services through functional siloes do not provide a good experience to their customers and this results in less than optimal business results.
It is no surprise that processes and services which provide the fastest, most customer-centric, painless, and rewarding customer experience also, quite logically, destroy cost.
A simple, intuitive, digitised process with the least number of hand-offs, steps is going to be a low cost process.
PPC are experts on Operational performance driven by customer experience and strategic outcomes. We are able to apply our experience and methods to provide the following value and outcomes:
High Performance Operations where cost is destroyed
Customer Experience, Value, and Benefits-driven
Leaned cost-effective teams integrated to front-line customer services
Business engagement and ownership, seamless integration project to business
Benefits driven business led delivery
People sensitive customer outcomes
Customer Journey Mapping
Process Complexity Analysis and Frameworks
Strategic Architecture Analysis
Target Operating Model Development
Performance Analysis, Requirements and Design
Active Capacity Management
Dashboards, Balanced Scorecards for Business
Strategy as Action