Client's Situation

The customer service function in a division of a FTSE 100 business was exceeding its Service Level Agreement for responding to Business customers. This created substantial customer dissatisfaction, created multiple repeat contacts and was driving customers into the arms of competitors.

Results Of Change Actions

The time to respond to customer queries was reduced through a 6 Sigma DMAIC project from an average of 47 days to just 7 days, an 85%+ reduction.

Variation in response times was reduced by 80%+.

The combination of reduced average response time and reduced variation in response time (which is critical to the individual customer's experience) provided a consistent service well within SLA, leading to increased customer satisfaction.