Our focussed assessments of the current environment and resultant implementation strategies allow our clients to re-engineer policies, practices and processes and to deliver vastly improved performance.
Our proven SPEC Methodology has been developed over a twenty year period of customer management research and application which has delivered many best practice outcomes, typically resulting in over 20% improvement in operational efficiency for the areas under review, be that an improvement in revenue, operating costs, customer satisfaction, employee engagement or a combination.
This approach embraces the four distinct areas - systems, processes, employees and channels - that sit between the current environment and the desired state of operational excellence.
We have developed strategies to transform the customer experience across a wide range of enterprises including general insurance, health insurance, banking, telecommunications, state and local government agencies, utilities and the community sector.
A BBB process improvement review typically involves 4 – 6 weeks of observation, analysis and data gathering at our client’s premises followed by a detailed review and recommendations report.
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BBB WORKSHOPS & FORUMS
BBB offer implementation support services to organisations seeking to make change as a result of the recommendations of a BBB operational review.
When adopting the recommendations of a BBB operational review, organisations often require support to implement initiatives and make the changes suggested by the findings of the review.
The BBB implementation team have 30 years experience developing and delivering industry leading customer management and customer experience outcomes and have developed a range of transition to transformation services designed specifically to support organisations wanting to make change and embrace operational excellence.
These services include:
- Project management
- Organisation change management
- Risk management
- Workforce planning
- Workplace legal advice
- Coaching and mentoring
The BBB transition to transformation services can be scheduled into a fast track program or more slowly over an extended period, subject to our client’s preparedness for change and appetite or necessity to achieve outcomes. Both these approaches deliver the same outcomes but over different time frames.
The delivery of these services is supported by a number of BBB subject matter experts including:
- Customer experience and contact centre professionals
- Coaches and mentors
- Business analysts
- IT analysts
- Learning and development experts
- Workforce planners
- Project managers
- Change managers
- Workplace law specialists
Our approach is proven to master the seemingly contradictory forces of reducing costs and improving the customer experience.