LEADING ONLINE CATALOGUE COMPANY
• THE UK OPERATING BOARD
• THE GERMAN PARENT COMPANY MAIN BOARD
This German owned business, were encountering huge losses in the UK despite constant investment from the parent company. We were engaged to assess the business and if feasible, design and implement a rescue strategy.
Following customer journey and process mapping, we identified two main areas requiring significant improvement which were logistics and call centre operations.
We reviewed, restructured and re-designed an in-house delivery operation. Once this had been embedded, we could understand how we could increase customer spend, upsell and cross sell through contact centre operations.
We also identified that the internal customers, the employees, were unengaged and generally unhappy. We reviewed all systems resulting in user friendly processes and restructured the team creating a better environment and instigated healthy competition and rewards.
Implementation of robust KPIs in the delivery operation reduced failures from 73% to 26%.
Staff churn was significantly reduced and morale increased.