Our client, an exec with a large telecommunications provider, asked us for help. We completed an evaluation and discovered a perfect storm. Growth due to new technology plus new products from many different vendors demanded a revamped customer support system.
We quickly recommended a solution and preempted a customer service disaster. These efforts also resulted in a 5.8% operational cost reduction.
Needless to say, our client trusted and valued our opinion. So much so, she asked for our advice on other important matters such as the “How does this look?” dress quandary. We had a solution for that as well.
Those efforts resulted in an awesome black dress.
Andrew Reise Consulting assisted a large U.S. wireless telecommunications provider to reshape a critical area of their customer experience. The program focused on the organization’s need to provide technical support in a manner which scaled to the exponentially increasing customer demand.
The scope of the program included strategic modifications to the support model, development of a new associate education program, overhaul of employee selection tools, and rollout of new customer support tools. During implementation, the program team supported other initiatives within the organization to develop other customer-facing support tools, which included over-the-air and online solutions.
These efforts resulted in an operational cost reduction within the Customer Care organization of 5.8%.