Hello. How can we help you?
We're an independent management consultancy dedicated to improving the quality, efficiency and performance of our clients' customer facing services. We've helped public and private sector organisations improve their contact centres, complaints management and operational business processes in New Zealand, Australia, Asia-Pacific and the United Kingdom.
Whether you're seeking insights, assurance or improvement, we'll help you succeed in putting customer service first.
We combine operational experience with world-class analytics tools to provide insights into your customer service operations. We'll help you transform operational data into intelligence-led actions that improve customer facing service performance.
Understanding current performance is only the first step to improvement. Whether it's strategy development and leadership, programme or project development, or education and coaching, we'll help you turn insights into tangible service improvements.
Selected client case studies
We've helped private and public sector clients with engagements including customer strategy, analytics dashboard development, change programme delivery and independent assurance reviews against International Standards and best practice. Contact us to discuss transforming your own customer service performance.
We worked with Microsoft to apply our Complaints Management Assessment across their Asia-Pacific regional contact centres. The interactive analysis report revealed interesting perspectives on managerial and employee attitudes to complaints. It provided a benchmark for future initiatives and informed development of Microsoft's AS/NZ 10002 International Standard compliance plan.
Inland Revenue (IR) wanted to assess its complaints behaviour and staff culture to understand how the organisation currently valued complaints. We applied our Complaints Management Assessment to IR's front line customer contact centres across New Zealand. The final report provided insights into IR's cultural attitude towards complaints, supporting the case for cultural changes in the perception of complaints.
We've helped Hutt City Council with insights and improvement in two areas of customer service.
We created a customised Tableau Online Performance Analytics dashboard using the council's Excel data collected from front counter customer service transactions. The dashboards provide the Customer Service Manager with at-a-glance analysis of operational staffing performance. This has led to more efficient use of resources, saving time and money in the long term.
We also delivered Complaints Improvement Masterclasses to managers and staff in all areas. These provided best practice education in the AS/NZ 10002:2014 International Standard for complaints, along with consulting exercises to identify the business and cultural changes required to improve council's learning from complaints. We provided further support to the council with development of its MSP® Complaints Improvement Programme through the Identification and Definition stages.
We worked with Water New Zealand and the Department of Internal Affairs (DIA) to deliver a Complaints Webinar for Local Government attendees across New Zealand. The webinar covered International Standards for Complaints management and the implications for new national performance measures in water complaints reporting. The webinar assisted councils, Water New Zealand and DIA to address long-standing, contentious issues in water complaints reporting.
We delivered MSP® Programme Management to extend the council's 'Customers First' initiative into a phase 2 business change programme. The council wanted to extend its phase 1 Contact Centre and Customer Relationship Management (CRM) technology to provide benefits to the most vulnerable members of the community.
We implemented an MSP® change programme through its Identification and Definition stages, establishing a vision, strategy and direction for extending customer service investment into Benefits, Housing, Adults and Children's Services.
We carried out an independent Project Assurance Review of stage 1 of the council's Customer Relationship Management (CRM) implementation project. The council wanted to assess the project's compliance with CRM best practice as it planned the next stage of work.
Our review highlighted several areas that required attention. Comprehensive recommendations backed by researched best practice references limited the project's risk and re-focused its subsequent delivery stages.
Lambeth wanted an independent audit on the quality of its responses to customer complaints. We carried out a Complaints Response Quality Review, assessing the council's previous quality audit approach against researched best practice in complaints. We developed a new, innovative model for complaints quality and applied it to a representative sample of 200 complaints responses.
The final report identified improvements in the way the council analysed and audited complaints for quality improvement.