Enhancing Customer Advocacy Through Proactive Operations
Proactive customer advocacy enhances satisfaction and reduces operational costs.
The Challenge:
Customer issues were often addressed reactively, leading to dissatisfaction and increased costs. There was a need to proactively eliminate and prevent issues to improve customer experience.
The Turning Point:
Establishing a team focused on customer advocacy operations aimed to shift from reactive to proactive support.
Our Approach:
Team structure: Established operational project managers aligned to a portfolio of customers.
Cross-Functional Engagement: Fostered partnerships across departments.
Process Failure Identification: Proactively identified and addressed process failures.
Predictive Support Enablement: Developed early warning systems using business and data intelligence.
The Results:
Revenue Supported: Managed $1.9 billion in revenue.
Cost Savings: Achieved $1.3 million in cost savings.
Reactive Support Reduction: Decreased reactive support to 8%, surpassing the 10% target.
The Impact:
Customers experienced fewer issues and greater satisfaction. The organization reduced costs and improved operational efficiency.
Note: All projects mentioned are based on real experiences, with details adjusted to maintain confidentiality.
