Midtown Consulting Group was engaged by a midmarket, educational software provider to work with their Customer Support team to improve interactions and turn-around declining customer satisfaction levels.
Through acquisitions, new product development and customer growth, the demands on the customer service organization had dramatically increased for several years. The customer service staff was forced into a very reactive mode and needed to become more proactive to better serve, retain and grow its customer base.
MCG and the client Customer Support team conducted a CRM assessment to identify opportunities for improvement:
- Reviewed customer interaction processes, systems and stakeholder engagement across a variety of customer touch-points
- Researched and presented customer interaction best practices and trends to identify gaps in client “current state” and opportunities for improvement
- Conducted brainstorming workshops to identify and validate improvement opportunities
- Developed an implementation roadmap of “quick win” high value solutions and longer term improvement initiatives
Identified baseline metrics, process discipline and capabilities that would be needed to enable longer term sustained management and measurement of client interaction support as well as customer satisfaction. Client became more proactive vs. reactive with its customer interactions and instituted many new capabilities that needed to be established to grow and sustain its customer base.