Enhancing the ability to change
A leading destination marketing company
Transforming the sales management function
PA used its Capturing Customer Value diagnostic to assess the viability of the client’s existing business model and propose new models that address the changing competitive landscape. PA helped to deliver increased business for our client by identifying organisational changes that led to improved efficiency in their sales and marketing effort.
One of the UK’s largest water companies
Improving the customer experience
PA helped one of the largest water companies in the UK to achieve their strategic aims to improve the customer experience by resolving more queries at the first point of contact. We used process framework technology to develop a flexible contact handling application, pulling together data and functions from across the organisation. This success demonstrates how new technology can deliver the agility organisations need to react quickly to changing markets.
A leading US and UK multi-utility
Staying competitive in deregulated markets
PA helped this client to consolidate nine call centres into a single customer contact centre. We pinpointed areas for business improvement, developed a water-tight business case and delivered a solution complete with people, process, technology and accommodation. This demonstrated how the client could be competitive in the soon-to-be deregulated electricity and gas markets.
A UK local authority
Using CRM to transform customer services and improve efficiency
We helped deliver a one-stop, first-time customer service resolution function - answering queries, taking payments and fielding service requests for 200,000 residents and businesses in London. We developed a strategy for creating customer value, produced a business case and selected a systems integration partner in what became a UK government pathfinder project. We showed how to transform customer services, improve efficiency and realise business value through CRM.
A major car manufacturer
Increasing sales and customer loyalty
PA helped increase sales and customer loyalty by empowering the sales, marketing and service functions of a major car manufacturer to work together as a team. We provided the technical and management expertise to deliver a Web-based portal as a tool for effective and co-ordinated working between the different business functions.
A direct marketing company
Delivering an innovative and agile CRM system
In partnership with a top-10 insurer and a direct marketer and consulting firm, PA delivered a CRM system to support a radical change in the way insurance products were sold. We selected, customised and integrated a CRM solution to automate newly designed business processes, provide multi-language support, with a billing engine. We delivered an innovative CRM platform to support the business agility to enable a step change in product sales. This also allowed a fledgling direct marketing firm to embark on an ambitious business growth plan in a new market.
