Traditional process management takes an inside-out approach.
The emphasis is on the process not the customer. Time is spent improving and documenting processes regardless of whether they improve customers’ experience and whether the processes even deserve to exist.
Frame reviews and builds processes from the outside in.
This puts the focus on your customers’ experience — whether internal or external customers. It enables you to significantly enhance customer service, increase revenue, achieve operating efficiencies and lower costs.
What you can expect
Business processes focused on customer experience, to deliver value … not just capability.
Processes eliminated if they’re ineffective or not adding value
If a process doesn’t directly interact with a customer, or support someone or something that does, then what value does it really have?
After all, businesses exist for customers; it makes sense to align the business to their needs.
Incorporating an outside-in approach makes it possible for your business to become more attentive at achieving successful outcomes for customers.
Processes — as well as the roles, policies and KPIs that support them — aligned to successful customer outcomes
The approach embeds a number of elements that help you dramatically improve revenue, cost and customer service simultaneously, and in a fraction of the time of traditional approaches.
Our methods typically improve KPIs by 30% or more, usually delivered within weeks of engagement, while traditional approaches take months or even years to realise benefits.
A solid foundation for the success of current and future change initiatives
Rather than processes merely delivering capability, Frame’s change model is about processes delivering value.
Your customer-appointed change agents are empowered with the thinking, tools and techniques that can be put to use immediately.
We also train your management and staff in the approach and techniques of customer experience innovation and outside-in thinking, and embed them in your organisation.
This allows you to continue to focus on customer-centric change long after we’ve completed our assignment.
And we guide you, every step of the way, to identify expected outcomes and change opportunities and to implement them using a method which is structured and treats risk.
The latest thinking and methods in enterprise- and customer-centric change to deliver in line with your performance requirements
Some of the techniques we use are:
- pinpointing and reviewing customer touchpoints
- identifying and remediating internal and external handoffs (breakpoints)
- determining and reviewing business rules, policies and procedures, challenging where they affect customers
- distinguishing what a successful customer outcome should really look like for your business
- detecting where the process actually starts and finishes (probably not where you think!)
- defining the customer experience by mapping the customer journey
- designing future-state processes that are more aligned to the customer.
Get the clarity you need for customer-focused processes that deliver value to your business
Speak to one of our consultants to find out how Frame’s customer experience services can make a difference to your business.