Transformation track for customer service excellence
About the company
Project duration: 7 months
After a buy-out by a private equity fund, the organization entered into a transition phase. The service department in Belgium, which counts for 70% of the workforce, was running behind budget. The management team reached out to Essensys to place a Senior Service Manager who would be able to transform the service department into a business unit with optimal customer service and a positive net contribution towards EBITDA.
Essensys’ Interim Executive Martine S. designed and implemented a new order-to-cash process, which reduced lead times by 73%. KPI dashboards were implemented, inspiring employees to hit their targets. In addition, agreements with subcontractors were renegotiated to include more performance-related components. Key results:
- Continuous focus on field performance further increased gross profit of the service department by 23%, significantly overachieving on the initial targets,
- SLA score went up from 55 to 80%,
- Special sales actions increased service revenue by 22%.
The renewed focus on the Service Department motivated employees to collaborate on the implementation of the new processes and to take true ownership. The Essensys Business Transformation Manager put in place the foundations for future long-term growth of the service department that would be able to provide added value for years to come.