Client

The client is an international manufacturer of industrial air filtration components.

Challenge

The organization was seeking to implement a robust Customer Relationship Management (CRM) initiative. This initiative involved not only the back-office system, but all of the core process to drive a client centric service initiative. The people, process, technology, and organization were all impacted by this fully integrated transformation to a market driven and client centric structure. The challenge presented itself through scalability, change management, and talent development. The functional aspect of the shift was further complicated by the need to modify cultural norms in parallel.

Solution

AMS consultants developed a unique learning model that captured key customer concepts as they related to the organization in alignment with industry best practice. These up-skilling sessions were delivered globally with the backdrop of the refined cultural norms and supported by key executives to reinforce the future focused business model. After each session, business leads were challenged to promote the new norms with micro training and group development sessions. Additionally, the performance criteria was changed to reflect a higher weighting on customer satisfaction within the feedback cycle.

Benefits

Just one month after the program's completion, the organization was seeing a marked improvement. Their internal processes are improving as well, as their internal customers become introduced and bought into the concepts of CRM. Over time the organization realized lower turnover, raised attitude, and most critically customer service ratings were amongst the highest in the firm's history. The key takeaway was that a fully integrated customer program with cultural support was a key to branding success.