This is a not-for-profit organization that provides support services for people who require home care. A division of this organization is seeing rapid growth in demand for services and is finding it difficult to meet requirements with current customer care resources.

Client's Challenge

Customer care is handled by several roles in different divisions of the organization which include payroll staff, resource coordinators, call centre staff, and technical assistance staff.

• The large number of roles handling customer service causes overlap and duplication of duties.
• Many customers are finding it difficult to report their expenses to the organization which results in customer care resources being used for error checking/ correction and customer re-education. 

StraNexus' Approach
The approach involved:

• Identifying initial opportunity areas from employee interviews and current state processes,
• Coming up with recommendations through facilitated workshops, and
• Piloting the recommendations.

All the change efforts were created with the engagement of current employees since a collaborative approach tends to lead to greater employee support for the change efforts.

Results

The outcomes of the project were:

• Improvement in initial customer training program through more effective training material
• Increase in payroll processing capacity by eliminating redundant processes
• Reduction in customer inquiries through increased feedback given to the customer during expense reporting
• More efficient use of customer service resources by decreasing redundancies in their roles

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