Client:
Digital Marketing Company
Industry:
Marketing
Services Provided:
Business Process Improvement
What We Did:
This company was looking for ways to improve their client retention by increasing client satisfaction levels. We conducted an end-to-end study of their processes relating to their client journey and created an optimized workflow focused towards understanding and meeting their client’s expectation. We implemented the following strategic initiatives to improve overall client satisfaction and retention:
- Standard operating procedure for the order-to-delivery cycle;
- Templates for capturing client needs and expectation at the beginning of the project;
- System for project management and monitoring of key performance indicators;
- Process for obtaining and channelizing client feedback that helped with improving internal processes as well as client satisfaction.
