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Why they hired us

To improve direct channel sales performance, to more efficiently redesign sales and Customer management processes and to build a measurement system for all Customer Care KPIs

To plan and coordinate the activities needed for the integration of all customer management processes at an international level (before/during/after sales)

What we have done

We analysed needs and expectations and created a precise segmentation of Customers and contact channels, aiming to improve the quality of Customer Experience by increasing revenues

We have designed and implemented, also through a continuous training program on resources, a service quality measurement process for all sales channels (phone, chat and mail)

We defined the project governance model, the CRM process integration plan and the organisation for the Italian market

Objectives achieved

Average 3-year conversion rate: + 20%
Average revenue growth rate over 3 years: + 5%
Reduction in average sales service management costs over three years: -4%

facts image

Overseas residents spent £2.3 billion on visits to the UK in June 2019

(Source: ons.gov.uk)

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