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Client Centricity Case Study: Improving Responsiveness in Pre-Sales | Nilakantasrinivasan J


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Client Success

Client Centricity Case Study: Improving Responsiveness in Pre-Sales

Background:

A leading business services firm provides B2B telecom Solution and services in India wanting to improve responsiveness in pre-sales

Condition:
  • Clients are unhappy after first month bill. Payment disputes and escalations leading to retail brand damage
  • Benchmarking study identified company is far behind all competitors in RFQ or leads
Big 5 Actions:
  • After gemba, interviews and process-walk-thro three broad issues came out.
  • Process not capable to respond to leads and RFQs at speed
    • Pre-sales process is broken
    • Post feasibility study – accountability issues
  • The entire End-to-End business process spanning all regional teams was re-engineered and later digitized.
  • Mentoring of re-engineering project teams Leadership workshop on customer experience & client handling across the BU

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