Water Utility | Customer Experience Improvement Project

Initiative | Customer Service Improvement Project

The Goals | Increase customer satisfaction outcomes for the utility contact center and customer service organization.

Our Role | Provide and create customer service curriculum and customized CRM application upgrade training.

Bellewether was engaged to support two of 21 initiatives for a customer service improvement project. Initiative 1 included both development of organizational training modules and the implementation of our HAI Interpersonal Secrets for Professional Success curriculum including text, job aids and HAI Inventory assessment. To support the enhancement of customer service interactions, Bellewether provided one-on-one assessment feedback, group facilitation and Train-the-Trainer sessions. Working closely with supervisors, managers and team associates, our work provided a necessary and successful platform to change difficult attitudes and sagging customer satisfaction statistics to a more productive culture with positive customer interactions.

Initiative 2 included the development of customized training modules outlining the use of a CRM application upgrade. Between the two initiatives, Bellewether produced nearly 70 modules of customized training, in four sets of curriculum and was instrumental in the overall success of increasing the customer experience for this utility.

Our role to project manage these initiatives lead to a successful development process and implementation of training documents and on-going models for future development.

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Healthcare | National Pharmacy Benefits Management Company

Initiative | Process Design and Development for Operations

The Goals | Increase customer satisfaction outcomes by enhancing internal communication and establishing usable process and procedural documents.

Our Role | Provide expertise, train teams and create process documents and an online presence for knowledge management.

Bellewether consulting services were needed by a rapidly growing, nationally recognized, pharmacy benefit management firm. This client needed assistance in the identification, development and documentation of its processes and procedures.

Initial discovery uncovered a lack of documented processes and procedures. This missing information was creating volumes of processing errors resulting in client frustration, employee fatigue and lost revenues in the client services division. What’s more they were experiencing an increase in the attrition rate of new hires and seasoned employees, given gaps in the communication channels that drive strategic goals and day to day operations.

Our work included not only the initial identification of gaps, but the on-going creation of a business process structure, dissemination channel (Intranet), development of process and procedures and the transfer of process theory and knowledge to the teams. During out time on this project we delivered over 800 process documents.

The 2-year span of this project resulted in the successful implementation of hundreds of documented processes and procedures. These processes and procedures now reside on the company’s Intranet website and are used throughout the Client Services organization.

Additionally, Bellewether consultants expanded the leadership capacity of the team through mentoring, one-on-one coaching and facilitated group sessions. Knowledge transferred from Bellewether now allows this team to carry the process work forward, using the developed structures created during the project.

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Construction | JE Dunn Construction Company

Initiative | On-going Process Design, Development of Diversity Operations Handbook

The Goals | Increase internal and external customer satisfaction outcomes by enhancing internal communication and establishing usable process and procedural documents.

Our Role | Provide expertise, train teams and create process documents and an online presence for knowledge management.

Since 2006, Bellewether consulting services have implemented a wide range of internal and external products for JE Dunn Construction Company, including but not limited to process flows, operational structures, SharePoint knowledge management projects, project management initiatives and more.

We continue to support this client as requested.