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