Situation
Facing operational inefficiencies and rising customer dissatisfaction, the technology services organization of a large healthcare company identified a pressing need to redesign its customer support operations to maintain competitive advantage. With hundreds of thousands of annual customer interactions, the team was experiencing high employee turnover, and inefficiencies in service delivery. Leadership turned to Kissinger to assess and redesign the organizational structure and deliver a roadmap for improved service quality, enhanced customer satisfaction, and streamlined operations.
Approach
Kissinger Group:
- Conducted an in-depth analysis of the current organizational structure and processes, identifying key areas where the support function was underperforming.
- Engaged with internal and external stakeholders to gather insights and pinpoint the primary causes of inefficiencies and customer dissatisfaction.
- Evaluated the effectiveness of existing technology and identified opportunities for better utilization to support customer service operations.
- Provided strategic options for the redesign including ways to optimize current resources, suggestions for specialization and expansion, consolidation of resources, enhanced technology integration and the potential outsourcing of non-specialized roles.
- Delivered recommendation for technology implementations to enhance automation
Results
The organization successfully implemented a phased approach to restructuring its customer support operations that improved operational efficiency, enhanced customer satisfaction, reduced employee turnover and extracted greater value from technology investments.
300,000
customer
interactions
600
person business unit
optimized
4
divisions
restructured
ONE
optimized
organization
