Adopting digital technology to continuously enhance customer experience

We can help you map your customer journeys and your customers’ digital interactions, while identifying your key digital channels for a seamless customer experience. We’ll help you identify opportunities and introduce process change and new technologies to create demand for your product or service.

Get in touch

Learn how customer experience can help the water industry

Interested in learning more from one of our many expert consultants?

Get in touch

Case Study

Leading Resolutions were engaged to deliver a unified customer experience.

The Challenge

Delivering a unified customer experience was paramount in the light of customer service issues and increasing complaints. To add to this, a high volume of calls went unanswered and customer enquiries were repeated. When calls were answered, they were not always recorded, and so, there was no audit trail.

NHS Property Services brings property and facilities management to the NHS estate. It is a complex commercial landscape with many service providers.

For such a complex landscape, the lack of integrated applications inhibited collaboration, and some core business activities were not being performed adequately. These activities included accurate billing of customers and the collection of rent.

The Challenge

We firstly evaluated the customer contact centre options and presented recommendations for a digital solution. From this, we produced a customer contact centre strategy paper which focused on delivering a unified customer experience. We then assessed people, process, and technology against the industry standard maturity scale and set goals accordingly, and our experienced project team was then deployed to implement the selected digital solution.

The team were tasked with: documenting all major customer journeys; establishing organisation-wide processes for consistent resolution of customer queries using “ONE” approach; deploying a centralised common case management tool for all agreed customer contact channels.

The Results

Increased customer satisfaction

Increased customer satisfaction due to managed and consistent customer engagement, with 1st response reduced from 20 days to 24hrs.

Customer contacts

58% increase in customer contacts coming into the business

Effort Scores

Since go live customer effort scores have changed from 0 to 5 (double score)

Segmentation of customers for reporting

Segmentation of customers for reporting is now possible. Data now available to support the business to provide better service to their customer

PepsiCo: ERP System Design & Implementation

PepsiCo asked Leading Resolutions to design and implement a digital strategy for the architecture, design and implementation of an internally hosted ERP system.

Sector
- Private Sector