CitySprint Transformation

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1 We deliver Every minute, every day CitySprint Transformation Starting with Complaint Handling Rosie Bailey Director of Customer Management

2 Details A bit about me 21 years experience in logistics, been with CitySprint since 2013 Responsible for key account management Leading the Customer Experience programme SME engagement strategy, with a focus on growth and retention Silver for Most Improved Complaint Handling, 2018 UKCHA

3 About us We deliver flexible, reliable, innovative and technology-led courier and logistics services 5,000+ Nationwide couriers >99% Success rate of >99% of items delivered first time 40 UK service centres 60 mins Able to reach 88% of the UK population within 60 minutes 14,000+ UK customers 15m+ Over 15 million critical deliveries made each year CitySprint

4 The sectors we support

5 Challenges that we highlighted early on 40 Service centres that run their own patch 1 SCM Who likes to manage his/her own customers Sell Overcoming the internal sell required to make this a success 1st Prove success with the most difficult part of the business first Centralisation

6 Details The mission Reduce the number of days taken to resolve complaints Improve consistency and quality of response Increase the time available for operational activity in our service centres Record all customer complaints on CRM to improve visibility and output Develop CRM to better support complaint handling for users

7 Our journey Consultations with key customers Internal communication Redesigned the CRM case module Service Level Agreements Customer standards published QM form designed and implemented

8 Drive down response time Improve CRM user experience Centralise complaints Setting goals Internal communications via our intranet Individual briefs held with every service centre Internal SLA s set Goals to reality Evaluation Revisited sites with low adoption Lessons learned Identifying opportunity Inconsistent responses Absence of data Improve customer experience Give back time to service centres Building the team Increase 2 to 5 heads Recruited from various industries Analysing results YoY performance Reviews with all sites

9 Details Why we entered the Complaint Handling Awards Validate our success Benchmark against other businesses Help to continue to spread the message internally

10 2018 results so far 7074 cases managed centrally in National Customer Care in % speed improvements for serious incidents. We decreased the customer promise to 24 hours 2 hours the maximum time we take to acknowledge our complaints in our newly created SLA 169,776 worth of operational hours reinvested in live activity improving proactive service 100% 96.5% 177 hours of complaints recorded centrally on CRM our QM score per site, across our 40 service centres, saved by the NCC team

11 Feedback - internal stakeholders When the idea of not having customer care managed onsite was mentioned to me, I was originally quite concerned about the amount of control and input I would have over the customers I was contracted to look after. My concerns were quickly put to bed after dealing with the NCC team just a couple of times, they were amazing!! Brentwood Service Centre Manager Centralising our Customer Care team has given the business a pivotal opportunity to standardize key processes with our customers. It has freed up the Operations department valuable time, giving them the chance to focus on what they do best which is operations! Head of UK Operations

12 Feedback key customers Since the implementation of the CapitaCare team we have had a one stop shop for all our national logistics queries. We re provided with timely updates on our My teams interactions with the NCC team have been seamless. The NCC allows my operation to focus on their core activities. Dennis Butterworth, Fleet & Transport Manager, Cohens Group queries, streamlining our tracking processes and resolving any queries in a fast and efficient way. Chris Cammish, Head of Service, Supplies & Logistics - Capita

13 Details Lessons learnt Ensure users understand what you are asking of them Don t let the process overwhelm you Empower and personalise we are not robots Be creative with the resolutions You won t achieve everything in the first round of change

14 5 top tips for success on your own journey Clearly communicate the reasons for this process change Give users a positive benefit to make the change dispel concerns Identify the reasons for less than 100% success Reinforce and revisit Measure and promote the outcomes

15 We re not done yet Customer engagement programme Areas for improvement in experience identified Major technology enablement project

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