Service Strategy Consulting

Within the Service Strategy Consulting Division of Fifth Quadrant are a number of key disciplines:

• Service Strategy Development
• Diagnostic Reviews of Service Operations
• Workforce Optimisation
• Tender Management for Outsourcing and Technology for Service Operations
• Social Media as a Service Channel

Service Strategy Development

Currently, most organisations typically have four key enterprise-wide strategic plans including Finance, IT & Operations, Human Resources and Marketing & Sales. Fifth Quadrant argues that Service Strategy should indeed be the fifth strategy that CEOs and Boards discuss on a regular basis.

The current convergence and integration of customer service channels and the increasing sophistication and use of multi-media channels and devices by consumers means the consumer landscape is changing rapidly. Indeed in most sectors the customer service experience accounts for up to 50% of total Advocacy and Loyalty ratings by consumers, hence has a strong link to organisational profitability. The availability to customers of channel options, access, speed and convenience are becoming key drivers for these Loyalty metrics.

Today, organisations which are seeking to gain competitive advantage, create a continually improving customer experience, improve loyalty and potentially reduce operational costs, are investigating developing an Enterprise-wide Multi-Channel Service Strategy.

However, in this rapidly changing environment it can be difficult for Senior Executives to know how to develop an Enterprise-wide Multi-channel Service Strategy.

This is what we do.

Developing an Enterprise-wide Service Strategy

Typically in developing an Enterprise-wide Service Strategy we work closely with the Board, CEO, Chief Operating Officer (COO), Chief Marketing Officer (CMO), Service Director or Head of Customer Service.

Our well developed and tested methodology includes analysis, review or development of:

1. Corporate Strategic Goals and Objectives
2. Corporate Brand and Values
3. Corporate Culture
4. Competitive Analysis
5. Customer Requirements and Experience
6. Service Design Thinking Techniques
7. Multi-channel Strategy: We have developed a methodology called MetaServe(c) that incorporates Face to Face; Voice; Online; Social Media and Correspondence (includes email) channels.
8. Current and Future Operational capabilities

This analysis delivers the key inputs to developing an Enterprise-wide Service Strategy that provides an overarching strategic framework for developing end to end customer experience and channel strategies that have well defined parameters.

The deliverables from a Fifth Quadrant Enterprise-wide Service Strategy programme include:

1. Enterprise-wide Service Promise, Charter and Strategic Plan
2. Multi-channel Service Strategy
3. Service Strategy Business Case
4. Implementation Plan

Download our Consulting Services Credentials Document here.

For more information, please contact one our expert consultants, phone +61 2 9927 3399 or info@fifthquadrant.com.au.