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This financial services client had identified the need for some significant changes to a core support function to help equip the business for future challenges. The organisation needed to have a clear picture of its current capabilities within the function to help make decisions about how people would fit into new roles and how to provide appropriate support and development.
A leading national security solutions company needed to provide regular customer satisfaction and performance feedback as part of client national framework agreements. The organisation wanted to take advantage of the customer intelligence this would give them to develop a programme of continuous improvement for their 30,000 end-users nationwide.
As part of a strategic review, this international IT services company identified the need to create one shared culture of service excellence and customer care across all its service delivery areas.