Business Process Optimization

Global Hospitality Company
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Situation
The client sought to understand the reasons behind increases in customer service volume and identify inefficiencies in existing business processes
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Approach
Metis Strategy identified opportunities for improvement, determined the root causes of each, and ranked opportunities in order of priority. Metis Strategy also provided documented business cases and next steps for the highest-priority opportunities
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Outcome
The client implemented several recommendations to improve customer care metrics and enhance the overall customer service experience

Situation

A global hospitality company observed an increase in the number of customers it served via customer care centers, as well as an increase in overall handle times. The company hired Metis Strategy to investigate the reasons behind these trends and identify opportunities to improve business processes across the firm’s sales channels.

Approach

After reviewing the client’s existing customer care center metrics and materials, Metis Strategy:

  • Identified opportunities to improve existing business processes
  • Performed a root-cause analysis, investigating external and internal factors affecting the opportunities identified
  • Worked with stakeholders to map key customer service interactions throughout the customer journey and identify business process challenges
  • Prioritized opportunities for improvement based on cost-benefit analyses for each

Outcome

After examining the client’s existing business processes and evaluating the root causes of the increase in customer service metrics, Metis Strategy presented documented business cases and recommended next steps to address the highest-priority improvement opportunities. The team also provided materials that would enable the client to perform future analyses as needed. The client began to implement several of Metis Strategy’s recommendations to improve customer care metrics and enhance the overall customer service experience.