The Problem
The accounts and customer service departments in a facilities services company had none of their processes documented. With staff turnover and new technologies introduced over the years, knowledge was being lost.
Staff members were completing tasks and responding to support requests in different ways, resulting in an inconsistent customer experience.
Within the organisation, colleagues could not step in and do the work of a peer who may be absent resulting in customer requests being delayed and damaging vital customer relationships.
The Solution
Documenting business processes is important for a variety of reasons, including:
- Operational consistency
- Operational efficiency
- Transfer of knowledge
- Succession planning
- Process improvement
- Redundancy in the event a key employee moves on
In this case, a complete study of existing workflows was undertaken. Key stakeholders were consulted and agreements were obtained as to what the optimised workflows would look like going forward. These processes were carefully documented and made available to relevant staff and management.
The Result
- All processes were now standardised
- Staff members could pick up each others' work and complete
- Improved customer service
- Knowledge retention
- Assistive for succession planning
- Facilitated in training new hires
If you have a project in mind that you’d love to get off your desk, book a call or send an email to see how Nicola at LumenVA can help.