A leading weighing scale manufacturer set out to reposition itself as a best-in-class service delivery organisation.
Through a focused service excellence journey, supported by Feedback Insights, the company strengthened its customer service framework and significantly improved same-day issue resolution.
Listen
The Challenge
The client needed to:
- Address gaps in existing service delivery processes
- Improve an unsatisfactory daily issue resolution rate of 49%
- Establish consistency in service response across scenarios
- Introduce greater rigour through defined service standards
- Adopt a customised approach to achieving service delivery excellence
To elevate service performance, the organisation required clearer structure, accountability, and visibility across service operations.
Act
Insight-Led Diagnosis and Design
Feedback Insights supported the redesign of service delivery by strengthening infrastructure, governance, and internal engagement.
- Enabled the setup of a central call centre to ensure higher response rates
- Designed a stringent Service Level Agreement (SLA) framework covering multiple intervention scenarios
- Engaged internal stakeholders to participate in enhancing customer engagement
- Provided customised advisory recommendations to support best-in-class service delivery
The approach established a disciplined foundation for consistent and scalable service excellence.
Accelerate
- Integrated a Seven Service Pillars strategy spanning service delivery and competency development
- Streamlined customer interaction processes to improve response time and profitability
- Clarified roles and responsibilities while enabling process automation
- Monitored key metrics to drive continuous improvement and audit readiness
Business Outcomes
- Improved daily issue resolution rate from 49% to 70%
- Enhanced consistency in customer feedback validation
- Increased operational visibility through tracking of key metrics
- Initiated regular branch and site audits
