“Process consultancy” CASE – Utilities Client
To conduct a comprehensive Process Consultancy project to optimize the client’s operations.
- Satisfaction Levels
- Attention Levels
- Service Levels
- Operation Time
- Waiting Time
- Attention Time
We proposed 149 improvement measures to optimize the following processes:
Intervention team optimization
Clearer customer communications
Detection and escalation of technical and operational errors.
Identification of follow-up needs, training, team-building, and creation of e-mail and SMS communication policies.
Determination of material process milestones.
Complete flow design for internal and customer views.
The project was recognized in the 2018 Atento Awards 2018 as Best Practice in the “Business Process Transformation” category, as exemplary Operations Transformation Consultancy.