Support was required for a building materials organisation to re-tender for a multi-million-pound contract and to design an operation that would create significant competitive differentiation. There were customer service and operational issues with the current model leading to a need for the new design to be different to reassure the customer a step change in service levels was achievable.
- Successful implementation of a new customer focussed, efficient operation.
- Increase in share of customer wallet from 33% to 50%, resulting in over £14mn of incremental revenue
- Record breaking on time in full ratings consistently delivering over 98% (Previously had averaged circa 84%).
This project involved designing an operation from scratch with a high level of customer focus so there were three key stages post tender the project team progressed through – diagnose, design and deliver.