Case studies
Enterprise Architecture Strategy
By Peter High
Business Process Optimization
Global Hospitality Company
Situation
The client sought to understand the reasons behind increases in customer service volume and identify inefficiencies in existing business processes
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
Outcome
The client implemented several recommendations to improve customer care metrics and enhance the overall customer service experienceSituation
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.
