Supply Chain, Transport and Logistics
Overview
Our client, a leading global logistics service provider, had low customer satisfaction rates with several key accounts considering switching. BPG® was brought in to help to understand the customer issues and how to best approach them, leading to a customer value creation program where needs were addressed and embedded into core business processes and service offerings, while transforming mindset and behaviours of the organisation.
| Project Details | |
|---|---|
| Clients | Logistics Service provider |
| Project | Customer Value creation |
| Service | Business operations transformation & core business process transformation |
| Category | Supply Chain, Transport and Logistics |
Our Solution
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Engaged customers to understand needs and expectations
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Established Customer Value creation program generating transparency and addressing customer needs / challenges
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Drove mindset change across organisation to become more customer centric
Results
Profit margin increased by 7%
Improved customer retention by 23%
( ROI )
10
x
