Client Centricity Case Study: Improving Responsiveness in Pre-Sales
Background:
A leading business services firm provides B2B telecom Solution and services in India wanting to improve responsiveness in pre-sales
Condition:
- Clients are unhappy after first month bill. Payment disputes and escalations leading to retail brand damage
- Benchmarking study identified company is far behind all competitors in RFQ or leads
Big 5 Actions:
- After gemba, interviews and process-walk-thro three broad issues came out.
- Process not capable to respond to leads and RFQs at speed
- Pre-sales process is broken
- Post feasibility study – accountability issues
- The entire End-to-End business process spanning all regional teams was re-engineered and later digitized.
- Mentoring of re-engineering project teams Leadership workshop on customer experience & client handling across the BU
