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Client Centricity Case Study: Strengthening ‘Competence’ | Nilakantasrinivasan J


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Client Success

Client Centricity Case Study: Strengthening ‘Competence’

Background

A leading global ship management company with 600 ships under management and 24k seafarers wanting to strengthen is ‘competence’

Condition:
  • Frequent escalations to senior management from ship owners.
  • Some fleet owners terminated contracts
  • Regulatory show stoppers On-shore teams (front line) are disengaged
Big 5 Actions:
  • Process Definition and Digitization of EIR and VOC Management
  • Employee Client Centricity Attitude Dipstick
  • Core Process & Service Management Metrics Development     
  • Structure implementation of Central Function for Client Centricity      
  • Leadership workshop for digital transformation roadmap
    • Mentor digitization projects
    • Employee Customer Centricity Development Plan

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