CUSTOMER AND OPERATIONS
Our team of practitioners bring decades of learnings internationally in delivering operational and customer programs client side that are shaped through simplicity and focus on what is really important for the business and for its customers.
We start with our Triple Play philosophy and apply the lens of culture, customer & commercials across service delivery channels whether that be digital, voice or face to face. Our practical experience allows us to quickly identify the points of friction through simple customer and operational journey mapping.
The difference is – we don’t stop there. We believe the most important moments in service delivery are the ones that separate the good from the great – we truly hone in on the Moments That Matter and how they have been designed and are being executed.
We believe that the right partnerships, whether it be technology or service delivery partners, can enhance businesses by bringing more skills diversity into an organisation. However, far too often we have seen organisations working in ways that don’t capitalise on the opportunities. We bring years of experience and best practice methodologies that help businesses get the most out of their partners and, in doing so, themselves.
We focus on delivering the Moments That Matter, simplifying experiences and working with you and your partners to embed and execute consistently and effectively.
Our Services Include:
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Operational health checks, transformation and change programs
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Digital and technology solutions
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Process workflows and mapping
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Benchmarking capabilities
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Omni-channel optimisation
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Digital innovation and migration
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Complex operations (eg. Claims, Refunds)
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Leadership practices and routines
For more information regarding our Customer and Operations Services please contact our Practice Lead, David McDonald.
The Bridge 'Moments That Matter' Customer Journey Mapping
The Bridge Moments that Matter
Program Overview
The Bridge's Moments That Matter customer journey review maps out key customer touch points and identifies the Moments That Matter within your service offering. We use our Triple Play philosophy to benchmark culture, customer and commercials.
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Build enterprise value by focusing on the P&L and key priorities
Create organisational culture by design through purpose and enhancing people experience to attract, develop and retain people
Drive growth through improved customer experiences by understanding the Moments that Matter
Our Approach & Output
Through a series of interviews (internal and with customers) combined with quantitative analysis, our aim is to understand and map out each customer touch point, cost to serve and customer experience.
The Bridge Partnering Review
The Bridge Partnering Review Program
The Bridge has extensive experience in working with complex businesses supported by strategic partnerships, which has resulted in operational expertise in establishing and setting up meaningful and successful relationships, underpinned by trust, support and governance.
Our Partnering Review Program is designed to measure the effectiveness of an operational/ strategic partnership to assess the core elements which make up a best practice partnership.
YOU
YOUR PARTNER
Our Approach
We believe that the right partnerships, whether it be technology or service delivery partners, can enhance businesses by bringing more skills diversity into an organisation.
We benchmark partnerships against our best practice framework on common partnering strengths and pitfalls. We act as an independent voice between you and your partner to provide advice on how to take the partnership from good to great and get the best out of both organisations.
Common Partnering Pitfalls Across the Triple Play
CUSTOMER
COMMERCIALS
CULTURE
Original business case unclear or not achieved
Lack of clarity and alignment of what ‘good’ looks like
Unclear roles, responsibilities & decision rights
Poor support structure to manage partnership
Lack of joint and agreed plan
Managing partners through contracts
Unclear operating routines and rhythms
Lack of consistency and discipline
Scaling too quickly
Outsourcing poor or broken processes
Lack of benchmark data & competitor tension
Poor training and SME support
Poor QA and customer experience monitoring
Loss of IP / original knowledge through loss of key staff through transition
SLAs and commercial framework driving wrong behaviour
Controlling pace of change
Communication of change and alignment
Lack of investment in people and culture
Treating outsourcer like a supplier not a partner
Lack of leadership sponsorship
Poor escalation processes
One-way performance communication - performance & insights
Output
Our findings will focus on a number of areas which are key to the success of a partnership. These include:
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Partnership health benchmark including interview word clouds
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Benchmark performance against common partnering pitfalls
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Industry rating on partnership effectiveness
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Series of recommendations identified to strengthen partnership