Double the performance of your customer service team with Managed SPE

A robust customer service team is not just good for customer retention—it’s critical for the sales function. It gives the sales team confidence that promises made (order lead times, quotes, issues etc) will be acted upon in a timely and reliable manner, meaning salespeople can spend less time fighting fires AND more time pursuing more sales opportunities!

Equally importantly, it provides the opportunity for an uptick in organizational growth. The easier you make it for customers to transact with you, the more frequently they will. This is money that requires almost zero additional sales effort to capture and bank.

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Best-in-class customer service team in just 90 days

We will take your customer service team to >90% On-time Case Completion (OTCC) within a matter of months. OTTC means the time from the customer request to the successful fulfillment of that request.

Improved customer service drives scalable sales growth over 12 months

The results below show improved customer service performance for a selection of ManagedSPE clients over a 12-month period. We have found that, more than anything else, the ability to build a robust customer service function has the greatest impact on our ability to scale sales activity.

OTCC MONTH 1

OTCC MONTH 2

Furniture manufacturer

50%50%

76% 76%

52% increase

Industrial capital equipment

73%73%

97% 97%

32% increase

Rubber manufacturer

63%63%

82% 82%

30% increase

Health & safety supplier

74%74%

90% 90%

21% increase

Industrial cleaning equipment

50%50

90% 90%

80% increase

Workplace safety equipment

55%55

99% 99%

80% increase

We understand the critical success factors that drive exceptional customer service

We know from experience that there’s one simple structure—and a small number of critical behaviours—that any organisation wanting to turbocharge customer service must follow.

These four simple steps typically see our clients’ on-time case completions (time from customer request to successful fulfillment of that request) go from 40 to 95 percent. We can do the same for yours.

Capture, timestamp and queue all inbound enquiries (orders, quote requests and issues). This must be timestamped when the request was made, NOT when the ticket is created.

Build a large tier one team with protective capacity and a small technical tier two team for complex requests and escalations.

Have all tier one customer service team members pull work from a (single) queue on a first-in-first-out basis.

Visualise work queue along with the rolling-average of “on-time case completion” on a large central dashboard for all team members to see.

Low risk with a huge payoff

The transition to an optimal customer service environment is low-cost and relatively risk-free. And the pay-off is huge.

First, you get an incremental increase in business as a consequence of customers discovering that, all of a sudden, it’s easier to transact with you.

And, second, you get the ability to scale-up your sales team’s volume of meaningful selling interactions because now – of course – salespeople are no longer involved in customer service tasks.

Take a 45-minute Best-in-Class Tour

We optimize the performance of customer service teams as part of Managed SPE. Book a 45-minute call to see what a best in class customer service team looks like in your organization.

Structure of the team (who does what and the criticality of supervision).
The non-negotiables (why failure to comply results in dismissal).
The key metrics captured (and why they must be displayed for all to see in real time).
And the hand off between customer service and the other departments including sales.

Mention your interest in customer service when you first start the call with Justin.