Re-design Customer Care Processes and Introduce CX KPI’s for Energy Provider
Key Objectives
- Set up a CX KPI dashboard to serve as the basis for driving continuous improvement
- Map and re-design key customer care processes
Our Approach
- Identified a set of more than 50 CX KPI’s that were well defined, non-overlapping, and complementary and which were organized in nine key CX areas
- Measured as many of these KPI’s as possible (due to data availability)
- Mapped key customer care processes as they stood
- Through a synthesis of process mapping, interviews with key staff, and CX metrics performed an initial diagnosis around key pain points and recommended improvement actions to be implemented and validated through KPI’s
Impact for our Client
- Recognized more than 40 improvement actions across the entire customer contact lifecycle as well as in all key change levers: systems, processes, organization
- Linked all proposed actions with specific KPI’s and quantified expected impact when possible
