Project outline

Faced with a comparatively low level of customer satisfaction, Pagamon carries out a diagnosis of the Customer Relations Department (CRD) of the French subsidiary of a world leader in archiving:

• The French subsidiary has a low Net Promoter Score (NPS) compared to other subsidiaries, and more globally to the market.
• Customer requests are increasing and the SRC teams are not able to absorb the volume, resulting in a deterioration in processing time and quality.
• The challenge for general management is to identify and understand the causes of this underperformance, to define and implement an optimization action plan based on all the levers that can be used.

Project approach

• Structuring of the diagnosis around five themes:
  • Governance.
  • Management & leadership.
  • Activity & performance.
  • Team & organization.
  • Processes & tools.
• Detailed and in-depth analyses: processes, incoming requests, customers, customer feedback, satisfaction surveys, KPI’s, etc.
• Interviews: CRC (management and agents) and Executive Committee (subsidiary and partner management).
• Realization of a DILO observation of two CRC agents.
• Mapping of customer paths.
• Organizational and managerial benchmark.
• Identification of improvement opportunities and construction of the corresponding action plan.

Results

• Detailed diagnostic report:
  • Documented findings.
  • Prioritized recommendations.
• Identification of the root causes of underperformance along two axes: internal CRC, external CRC.
• Evaluation and prioritization of recommendations based on an “Effort | Value” matrix.

The client was very satisfied with Pagamon’s ability to evolve the initial scope of the project to extend it beyond the CRC, to deconstruct internal preconceptions with pedagogy, and to point out the need for global and transverse management of the Customer Experience.