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Consulting

Exceptional experience and success for you to call upon. Understand and evaluate your challenges, and options to address as quickly as possible. Seasoned expertise to work as trusted advisor alongside your service and executive leadership, influence decision making with straightforward advice with the sole focus to implement change to drive business success and growth.

Extensive catalogue from specific areas of risk, to full strategic programmes. Flexibility to choose according to your priorities and build a statement of work and pricing options that suit.

Areas of Expertise

The Areas of Expertise below constitute a menu of offerings we can provide. Choose one, some or all and we’ll build a contract and associated pricing tailored explicitly to your needs and priorities.

End-to-end assessment of your Service function and its connections with the wider organisation. Clear understanding of your expectations, its objectives, outcomes, and expected contribution to overall corporate performance.

Honest appraisal delivered with performance assessment, identified areas for development, and alignment with corporate strategy and objectives.

Deep dive service by service to assess quality of definition, output, governance, and performance vs. KPIs/SLAs/OKRs, your client’s expectations (as committed to in your contracts), our experience, and industry best practice.

Assessment of existing service model for quality framework, capability and performance with SWOT analysis and recommendations for development.

If no formal service model exists, strategic assessment of your corporate goals vs. the effectiveness of the Service function’s operating mode. Output is a proposal for an appropriate, fit for purpose OM design.

Discovery on your existing account base to determine its alignment to client size and growth propensity vs. cost to serve. Identify critical accounts receiving a sub-par service and resultant low satisfaction, while low spend/low growth clients receive an expensive service they may not be funding at all.

Output is a proposal to determine the appropriate model(s) and policy to determine the correct segmentation, and programme to implement.

If there is an existing process we will conduct an end-to-end assessment covering data, insight gained, RACI, policy, governance, and onward action, for performance and quality against our experience and industry good practice; this may also include a recovery programme if you are off-track.

If no process exists a proposal for an effective churn management system – beginning with a full understanding of your financial and account base risk, we will propose churn targets aligned to your corporate goals, and a suitable process to be implemented.

Assuming an existing process we will conduct an end-to-end assessment covering data, insight gained, RACI, policy, governance, and onward action, for performance and quality against our experience and industry good practice; this may also include a recovery programme if you are off-track.

If no process exists a proposal will be drawn up for a churn management system – beginning with a full understanding of your account base risk, we will propose NPS targets aligned to your corporate goals, and an appropriate process to manage.

As with churn and CSAT, this service covers both where an existing service for quality and performance, and where no formal contract management service is in operation. Assessment of an existing process for data, insight, RACI, forecast and contract quality.

With no existing process, we will assess the corporate contract renewal and forecast position vs. expectations and goals. Output will be a proposal for an effective contract renewal management system – process, data, metrics, RACI, and governance to track against agreed goals and risk position.

Assessment of existing service (if exists) against best practice – recording methods and data quality, controls, policy, and recommendations for existing entries. If no service exists, proposal for a risk process commensurate to your complexity of operation, industry, and risk demands. We will always endeavour to build pragmatic processes, not weigh you down with overhead.