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“Process consultancy” CASE – Utilities Client

Goals

To conduct a comprehensive Process Consultancy project to optimize the client’s operations.

Strategy

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Results

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.

Recognitions

The project was recognized in the 2018 Atento Awards 2018 as Best Practice in the “Business Process Transformation” category, as exemplary Operations Transformation Consultancy.

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