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More Case Studies
Catalytic Management Client Success Story:
Enhanced Services & Improved Processes
Increase Customer Satisfaction for Retailer
“We called Catalytic Management in to help us create a culture of customer service and there is no question that we have seen changes as a result of their work. Within 3-4 months I saw improvement in the management team who we worked with first. It was not long after that we saw the results throughout the organization. Catalytic Management has the perfect process for creating customer service programs that have a huge impact.”
C.N., Director Customer Service
Company Overview
Our client is a $60+ million dollar retailer of high end kitchen appliances and lighting. The company has a long history of success and has experienced significant growth over the last ten years and established a reputation for quality products and services.
Business Challenge
The company's rapid growth was straining existing service and sales processes.
An increasingly competitive and fluctuating marketplace made high levels of service a prerequisite
for continued success. Increasing their market share required delivering superior service.
As their customer base continued to grow and their customer demographics shifted, the company
realized that service definitions and standards needed to be reviewed and where appropriate
redefined. The progressive management team, which had already mapped their key business processes,
believed that their processes were strained and in many instances not driving efficiencies
that would allow them to deliver high levels of customer service.
Complicating the effort for improved service and process efficiency was a geographically dispersed staff that made team work and coordinated service efforts a challenge. Varying levels of education and business sophistication among the staff presented its own challenges. The absence of real leadership among the middle managers was a concern in driving and sustaining change.
Results
Catalytic Management provided consulting and customized training in service
quality and process improvement that has resulted in streamlined processes, improved levels
of service, and a company wide commitment to being "customer driven" not just "customer
focused." The creation of a Service Leadership Team and the involvement of all staff levels
in training and in improvement strategy development have insured that the commitment translates
into action and insures continued service. Customers have experienced higher service levels
and have found that purchasing from our client is easier and more transparent and confusion
around policies and practices has been eliminated.
Through our work with the Service Leadership Team, our client saw real "leaders"
emerge and work in a collaborative manner that had not been visible prior to our engagement.
Catalytic Management Solution
Strategies for improving service include not only changing the behaviors of
a client's staff but also include improving support systems and processes that will enhance
their productivity and provide critical information.
Catalytic Management worked with our retail client to develop an effective and sustainable service quality program. The program included the following components:
- Strategy for Service Quality development, implementation and permanence
- Meaningful standards both universal and role specific
- Improvement strategy for processes that touch the customer
- Empowered employees and Service Leaders
- Ongoing education and reinforcement for existing and new employees
Catalytic Management works within a "collaboration" model to deliver its services.
One of our basic tenants is that we work with clients to build their internal expertise so
that any programs developed can become self-sustaining. We worked with our client to create
a Service Leadership Team that would manage, drive and sustain change. Catalytic Management
collaborated with this team to drive results during and after the program implementation. In
collaboration with the Service Leadership Team, we:
- Established project goals and success determinants
- Defined their customers (internal and external)
- Identified the Moments of Truth / Critical Customer Interventions
- Established Performance Criteria for the improvement opportunities
- Reengineered customer critical processes
- Defined target standards both universal and job specific
- Examined written service communiqués to customers
- Created a unique, branded "Service Promise"
- Delivered customized service delivery and service recovery training for the entire company
- Delivered process improvement training based on the principles of LEAN and Six Sigma for the Service Leadership Team
Catalytic Management facilitated a series of process improvement workshops
with the Service Leadership Team where"customer critical" processes were examined and, where
appropriate, were improvement and streamlined. Service standards were established and communication
strategies developed to insure consistent messaging through out the company.
To insure that the education and improvement efforts were sustained, Catalytic Management developed and delivered a customized Guide to Coaching for Service Excellence that will serve as a training tool for department managers and for new hire on-boarding.
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