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.
Client-Centric Engagement Models
By leveraging our collaborative engagement models, we partner with our clients to understand their unique needs through formal data collection, rigorous gap analysis, and solution customization. This methodical approach leads to high-impact solutions, rendering “leave behind” value that our clients measure in sustainable performance improvement.
Our Commitment to Excellence
Advanced Management Services, Inc. (AMS) is a premier Organizational Development consulting firm. Since 1994, AMS has been serving cross-industry Fortune 500 companies, mid-market businesses, high-growth firms, and government entities with innovative business solutions.
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Software Development - Non Proffit & Association Management - Publishing - Retail - Sales & Marketing - Telecommunications
What Our Clients Say
At AMS, our clients’ testimonials speak volumes about our commitment to excellence. Our tailored solutions have consistently driven sustainable growth and outstanding results for our clients, you can learn more about the details of how we helped them exceed their objectives in our Solution Briefings or Contact Us to discuss your unique needs.
"The team at AMS provided some of the best corporate training we ever received. The consultant's ability to fully understand our industry and how the PM space was impacted and complimented by the Business Analyst function was outstanding. I would recommend the AMS team to anyone seeking a knowledgeable and insightful relationship with a consulting firm."
- Manager of Training at a Leading National Insurance Company
"AMS coaches are top shelf and bring a depth of experience seldomly found at other coaching firms. The executive level of the team and how they collaborate along the journey is an extraordinary wealth of knowledge."
-COO at a Global Manufacturer of Industrial Components
“The team at AMS was impressive from the first time we met them. I have personally interviewed many large training companies, but the folks at AMS were heads and tails above the rest because of their flexibility, desire to be true partners and level of subject matter expertise. I would recommend AMS to any organization seeking a results driven team of professionals.”
- V.P. Training and Development at an International Retail Chain
"The training we received from the AMS team was insightful, current and tailored to our environment/industry. Because of the training we have been able to improve and sustain performance within the IT PM department."
- Director of Training at a Globally Diversified Healthcare Company
"The experience with my coach from AMS was a critical factor in establishing goals for my team and then being able to lead them through transformation. The results from my efforts were much more impactful because of the direction they provided."
-Director of Engineering at a Global Manufacturer of Industrial Components
"My experience with my AMS coach was extraordinary and far exceeded my expectations in terms of how quickly I was able to apply new ideas and solutions to challenges I was facing. Additionally, I was able to pass along some of the new knowledge and help my team as well. Very happy to have participated in such a solid program."
- COO at a Global Staffing and Talent Agency
"My coach at AMS helped me to clarify and then navigate my career objectives. The sessions led to my gaining more confidence and ultimately my dream job."
-Technology Manager at a Global Digital Retailer
Join the ranks of leading organizations that have partnered with AMS to drive innovation, improve performance, and achieve sustainable success. Let’s transform together, your journey to excellence starts here.