Pain Point
Existing provider no longer able to meet changing demands of the business
Overview:
- The client had an afterhours call-out process which had become problematic and needed review
- They engaged us to automate and simplify the process
- We now handle their afterhours call-outs nationally
Challenge:
- Existing client processes were manually intensive with lots of knowledge in the heads of those people in the process
- The client was reluctant to change due to potential of “making things worse”
Solution:
- We collaborated closely with the client to understand their requirements and demonstrated how the process could be improved by introducing our services
- Then we customised a service that could handle the complexities of the current process and demonstrated how this would work, including remote roster management and comprehensive reporting
- We piloted the service in one state and made some minor adjustments and then proceeded to national operation
The final solution included:
- Our Escalation Management and Triage service, to simply identify problem types, locations, major clients, contacts and urgency
- Our remote roster management process via our Client Portal, so the client could maintain all their trades contacts as and when they needed
- Then client now has confidence in our more efficient automated afterhours call-out process
If you’d like to know more about our bespoke Escalation Management and Client Portal services,