Introduction
Identifying Opportunities to Improve Customer Service Organization
When a life sciences client engaged with Alexander Group, they were looking to diagnose their customer service organization to understand what areas were ripe for improvement. These focus areas included:
- Efficiency and cost savings opportunities around workload reduction (via labor arbitrage and tool investment)
- Root causes, process bottlenecks, challenges between functions
- GTM model alignment and optimal service level strategy
- Viability of centralized functions
- Role clarity
- Short and long-term investment and savings strategies enabled via technology initiatives
At the end of the engagement, the client hoped to have obtained an accurate, data-driven understanding of the current state to inform strategic planning. Previous successful engagements with Alexander Group demonstrated our specialized knowledge and experience across various project types to deliver innovative solutions.
Project Approach
Comprehensive Current State Review to Inform Actionable Recommendations
Alexander Group began the engagement by documenting the current regional customer service team members’ responsibilities, processes and interactions with colleagues within and across functions, and tool usage. From here, we delivered a comprehensive current state diagnostic by conducting a global customer service work time survey, interviews, Gemba walks, customer service ticket analysis and coverage archetype/process mapping.
Once this information was collected, we analyzed it to develop actionable recommendations for change, including job evolution, processes, organizational designs and tool recommendations.
Key Findings
Recommendations for Improving Customer Experience While Delivering Long-term Efficiencies
Alexander Group created a multi-year roadmap outlining the technology capabilities, investments and sequencing needed to drive an improved customer experience while also yielding significant savings. The efficiency opportunities were driven by improved customer service productivity, labor arbitrage and overall ticket volume reduction from cutting edge self-serve capabilities. Alexander Group also built plans to upskill customer service teams to deliver a more positive customer experience in the “high touch” moments that matter to customers.
Recommendations & Outcomes
Designing and Implementing a Future State Roadmap to Drive Cost Down
Following the successful engagement, the client’s team prepared to enter FY25 with a robust understanding of the customer service organization, near-term and long-term customer service model/archetypes, and a detailed tool investment and savings plan.
Collaborating with the client’s team, the Alexander Group finalized a near-term and long-term customer service vision that would enable the organization to transform from its current to future state. This task included:
Mapping upstream process improvements
Detailing job and organizational designs
Formalizing new processes and ideal interaction types
Producing enablement content
Creating an implementation roadmap to transition, including future state tools and savings and investments.
Optimize Customer Service Organizations for Measurable Impact
Working with Alexander Group, life science companies can leverage industry-leading knowledge that can be used to transform customer service organizations. Contact one of our experts today to learn more.
About Alexander Group
Alexander Group understands your revenue growth challenges. Since 1985, we’ve served more than 3,000 companies across the globe. This experience gives us not only a highly sophisticated set of best practices to grow revenue—we also have a rich repository of unique industry data that informs all our recommendations. Aligning product, marketing, operations and finance efforts behind a successful sales organization takes insight and hard work. We help the world’s leading organizations build the right revenue vision, transform their organizations and deliver results.
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