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Case Study 71

Customer Service training

Category
Business, Training & Development
About This Project

Sector: Customer experience Specialists

Size: Large

 

Client Description:

This client offers organisations a complete business customer experience solution, tailor made to their exact requirements with regards to monitoring, collating and improving customer service insights. The business is made up of  a UK wide network of customer experience trainers and directors.

 

 

Problems Faced by Client – Why did they need our help?

We met the client at the MK City Breakfast Networking Event and after chatting through both our businesses, we realised there was synergy to work together and support one another. This support took the shape of finding tender opportunities for the network and then actually putting responses together to help them win more work as a result. This has also resulted in the Client procuring services for a Management Contract, for which we provided the Tender Documentation, advertised the Contract on relevant portals, gathered responses from potential suppliers, assessed the responses and provided a shortlist to the client to interview.

 

 

Services Provided – Meeting their needs

Initially the client joined our search service, where we tailored our approach to suit their network of individual regional businesses under one umbrella brand. The search service captures the type of work, location and value of interest to the client and notifies them daily of contracts which match their criteria.

From there, we support in registering Clients for the documentation on each tender via portals and support each Regional Director to complete and submit high scoring, compliant and compelling tender documents.

As a result of this service and the efficiencies we demonstrated within our processes and knowledge within the Team. The Client approached us and asked if we would support them in procuring a new contract. They required help putting Tender Documentation together, advertising the opportunity, responding to clarifications, accepting submissions, assessing responses, providing feedback ahead of the interview process and follow ups to those unsuccessful and successful in the process.

 

 

  

Outcome of our Work – Improved Win Rate, Gained Accreditation etc

We have found them over 70 opportunities in the first 5 months of the year alone, on the search service.

We had a number of successful relevant applications for the contract they procured and reduced this down to a shortlist of 3 for interview.

In addition to this we have helped Regional Directors with two tender submissions, one of which was successful and the second is awaiting a decision.