“Our business relies on having a great reputation and being able to provide first class customer service. We care about the customer experience and strive to ensure this is as best as it can be. We hadn’t realised our feedback processes were more complicated than they needed to be, so getting an external eye on these and ‘sense checking’ what we were doing identified some quick win improvements. We implemented a new automated email to customers asking for customer feedback and we have already seen an increase in response to this. We’re using this to help us improve our customer service quality and the great feedback received is also a boost for our team.
We have to give customers quotes very quickly, otherwise they will go to our competitors. Our pricing model was complicated and manual which put our customer services teams under pressure when they were on the phone to customers. Grace created a great pricing model that automates a lot of the work that we were doing manually every day. This frees up time, eliminates errors and means we don’t risk losing customers, increasing our sales ratios.
We also wanted to move from being very operational to having longer term career development plans. This will help the team grow stronger and build their skills. Veriteam understood our business in depth and helped each person understand exactly how they contribute to the business. Developing individual targets plus career development growth plans means every person is contributing to our future success in a way that is completely aligned with our growth strategy.
All of our in-house processes were self-built. We needed to get an external eye on these and ‘sense check’ a lot of what we were doing. We thought it would be a huge task and had no idea where to start. Veriteam immediately identified some quick wins to speed up our processes. They also identified longer-term innovative improvements which give us a focus for the future and will deliver exciting opportunities to really improve our customer service.
By understanding our processes, Grace helped us develop our growth strategy for the overall business and then broke this down into achievable targets for each part of the business so that we can speed up our growth and aim for a 30% increase in sales this year.
We have now set a list of targets that we can monitor and review which will grow our business faster this year.”
Andrew Murphy, Managing Director, The Move Team, Eastbourne
“The issue for many CEO’s I think is that asking for help from an organisation such as Veriteam, feels as though you are saying you ‘don’t know what to do’. And often this isn’t the case. We knew what we needed to do but we were too close to see the ‘how’ and too busy to even think about ‘when’. That is where the Veriteam perspective has been so helpful.
We were just too busy trying to fix things from the inside out, to really have a clear perspective of what it was we were trying to achieve and it took someone who wasn’t working ‘in’ the business, to help us get a clear understanding of what we needed to do to make the business run more efficiently and effectively.
When business is going well, it seems a contradiction to turn to an outside organisation for help – but we have found this is just when we needed that help the most.
Our biggest challenge prior to working with Veriteam was knowing where to start on all the changes we knew needed to be made and feeling overwhelmed at times. Working with Veriteam means we now have an achievable and realistic plan moving forwards. This now feels like a manageable task.
Also, Graces work with the staff team means that we, by and large, have the buy in of all those concerned. And for those who remain reluctant, we have a clear change management plan and rationale that we can share.”
Amanda Francis, CEO, Rinova Ltd, London