Summary
This over 10,000 member professional services organization supports local and global projects with a massive amount of ongoing events and initiatives. Powerful Life Consulting was commissioned to identify innovative approaches for improving customer satisfaction through the innovation of systems and processes.
Challenges and Solutions
Challenge 1: Lack of scalable, efficient processes to support a rapidly growing customer base
Solution: Powerful Life Consulting collaborated with the client to design and implement new internal processes and technologies that established a foundation for further expansion. Some highlights of these solutions include:
- Implemented a new CRM solution across 4 departments.
- Created a unique and specifically tailored customer communication strategy.
- Established an ongoing customer evaluation process to provide feedback and data for future improvements.
Challenge 2: Lack of consistent, timely, and consolidated reporting across all departments
Solution: To support the continuing expansion, Powerful Life Consulting used a carefully designed migration plan, which enabled the organization to complete this project with minimal system downtime. This was a multi-phased approach that included the following:
- Migrated all associated data.
- Created checklists and timelines for reporting purposes to improve inter-department communication.
- Facilitated end-user training.
Challenge 3: A fast-paced, ever-changing environment with competing priorities across the departments
Solution: This organization had many competing projects and a complex, ever changing environment. Through supporting this organization at a program level, PLC was able to help the client balance their time and resources, while making sure this project, as well as others happening simultaneously, stayed on track.
Results
As a result of the collaboration, the client achieved significant business benefits including:
- Rapid growth of the customer base over the short period of time.
- Significant increase in customer satisfaction.
- Gained competitive advantages gained by rapidly advancing their systems and processes.
- Established a repeatable playbook for future expansions.
- Renovated the systems and processes which benefited all customers.
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