Client delivery processes need to be fit-for-purpose​

smart/consult smart/services & smart/bench case studies

The client

A global network of business partners who design, deploy and transform communications technologies had outgrown their existing operating model. But it wasn’t until they secured two new key client projects that they realised the full extent of the issue. With resources and in-house skills stretched to capacity, communications began to break down across delivery channels, making human error more likely. Increasing headcount was not an option – costs had to be kept down. And, as we know, throwing more people at a problem is rarely the answer.​

How could our client manage and scale up their systems and processes in order to meet clients’ expectations? Was there a way to ensure flexible, reliable, on-demand resourcing in order to meet challenging workloads?

Our approach

An initial ‘discovery’ piece of work highlighted the key areas that needed immediate attention. Bottlenecks had become a real problem in our client’s project delivery, especially when overlaid with complex service requests and changing customer volumes. We developed a bespoke toolkit to address and remove blockers – the difference was quick to see. Next, we examined the end-to-end process chain to identify areas of weakness. By reducing unnecessary manual intervention and introducing ‘trigger’ sequencing, we simplified things still further, reducing the potential for manual error. We were also keen to introduce greater clarity around roles and responsibilities: in our experience, ‘ownership’ is integral to client delivery. This, combined with a streamline project team, freed up time and resource even further, enabling the team to focus on the important job of client engagement and delivery.​

Great results

Our client’s streamlined client delivery processes rapidly demonstrated terrific results. Overall delivery time was significantly reduced, and customer satisfaction was demonstrable higher, with an 80% uplift in NetPromoter Score®. Internally, feedback was also excellent. Communications were optimised by 30% through consolidation and centralisation; a flex bench project capacity enabled greater adaptability, and automation reduced the probability of human error by over 65%. Additionally, a commercial dashboard helped decision-makers make more informed choices with far greater ease and confidence. ​

Smart/tasking continues to enjoy a highly productive relationship with this client, and it’s great to watch this fantastic business continue going from strength to strength.