The engagement
The work
Date: 2021
Background: A large organisation needed consistent service strategy and quality across five business units, each of which had been running service its own way.
What we did: We delivered the service strategy, design, deployment and embedding across the five units, with continuous improvement and quality assurance programs so the standard held once the work was handed over.
The difference
Results
- Over 90% customer satisfaction
- A 90% reduction in stakeholder complaints
- One service standard across five business units
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