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Outcomes From Past Projects

The following is a cross section of successful outcomes delivered for clients in the past 2-3 years:

Utilities – Energy & Telecommunications

Client 1 - We developed contact centre operations for a leading telecommunications provider by identifying causes of declining customer satisfaction and service levels, increasing costs and ineffective referral and conversion of sales opportunities. The outcomes included an industry leading customer service programme that delivered high levels of customer satisfaction and yet had a very low cost of delivery, significantly improved sales conversion and customer retention and vastly improved employee engagement. This involved the design and implementation of process changes, redefined roles and improved performance management processes that delivered significant improvements in performance across all areas of operation.

Outcome – Lower costs, reduced bad debts, improved sales effectiveness, higher retention, lower staff turnover!

Client 2 – We applied Whole Brain Thinking™ to develop the strategic and operational effectiveness of the Customer Service Leadership Team of leading energy provider.

Outcome - They keep winning awards!

Client 3 – We participated in a detailed review of the complaint management processes, leading to improved organisation wide processes, awareness and effectiveness.

Outcome – Reduced costs, improved customer satisfaction.

Client 4 – Conducted review of the effectiveness of their IVR against TeamRed’s IVR Best Practice Guidelines©. Identified potential to improve call flows, eliminate self service failures and integrate IVR with other service delivery channels.

Outcome – Identified potential to reduce “live” calls by over 25% leading to significant customer satisfaction improvements and lower costs.

Banking Sector

We have worked with several of Australia’s leading banks.  Engagements have included:

• Bank 1 - Review of service delivery strategy and performance against international standards and provided extensive recommendations for improvement.
• Bank 2 - Development of strategies for improving customer experience though more effective employee practices leading to significant savings.
• Bank 3 - Review of contact centre and back office functions and operations leading to introduction of significant efficiency gains.

Outcomes – Potential to reduce customer service costs by as much as 40%.

Construction Supply Industry

Client 5 - We designed and delivered training programmes to staff at multiple sites nationally allowing them to dramatically improve revenue and cash flow and reduce customer disputes and complaints.

Client 6 – Developed and delivered custom training on creating high performance teams which improved productivity and reduced staff churn.

Outcome – significantly reduced debtors and lowered levels of customer loss

Business & Financial Services

Client 7 - We analysed customer interactions, workflows and systems across several divisions and made recommendations for the re-engineering of processes to implement a series of ‘easy wins’ to eliminate unnecessary work, improve workflows and reduce costs. This allowed the business to then improve the customer experience and reduce the cost of service delivery. Phase two then focussed on the implementation of strategic system and organisational changes to enable significant growth and improved business capability and competitiveness.

Outcome - Projected efficiencies of over 20%

Client 8 - We delivered strategic planning sessions based on Whole Brain Thinking which successfully identified further opportunities for improving business and management effectiveness following a merger.  This led to ongoing work with the leadership team aimed at improving employee engagement and team effectiveness resulting in improved organisational culture and improved work practices.

Outcome - Client stated productivity improvements in excess of 20%

Client 9 - Lead key components of a very successful business improvement strategy for Australia’s most trusted brand, providing strategic advice and implementing more effective work and organisational structures, developing effective knowledge management and developing structured training programs to support the new initiatives. Then worked with technology provider to implement the appropriate contact centre systems to support the new structure.

Outcome - Client has publicly stated proven results of multi-million dollar savings, and significant improvements in both employee engagement and customer satisfaction.

Client 10 and 11 - Delivered Whole Brain Thinking workshops and programs for two rapidly emerging technology firms faced with coping with significant growth in competitive markets.  We assisted them to re-align management and to improve structures, internal communications and workflows with outstanding results.

Outcome – Very satisfied clients whose businesses have grown substantially, and who are providing regular referrals based on these programs.

Public Sector

Client 12 - We recommended process and organisational changes to strategically improve service delivery, reduce costs and optimise their investment the contact centre and web channels to enable productivity improvements freeing up time for other business critical functions.

Outcome – Recommendations acknowledged and accepted

Client 13 – Conducted strategic review of customer service delivery and contractor management. Identified significant opportunities for improvement.

Outcome – Recommendation accepted and agreement to proceed to implementation.

Client 14 – Conducted review of CRM environment and future requirements and made recommendation on structure and requirements to prepare the agency for commercialisation.

Outcome – Recommendation accepted and funding approved to proceed.  Note – Previous reviews by other parties had failed to gain acceptance.

For more information on any of these successful projects or to discuss how TeamRed Solutions can help your business achieve similar success, please contact us.