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.