James Hall Business Solutions : Business Consulting, Excel Analysis, Recommendations and Implementation

"Enabling companies to improve their performance through high quality analysis"

Project 2:

Quality improvement in the B2B Travel Industry - preventing a major account customer from leaving

A global £multi billion financial services company with a specialist business travel division was experiencing service quality issues on a major client account.

James was asked to investigate, recommend & implement changes to improve the service performance which had been in steady decline. The client had expressed their dissatisfaction and expressed their desire to let a competitor handle their account. The situation needed turning around and fast.

James travelled to the underperforming business travel centre in Belgium and conducted a three day operational audit, working with the team to understand the capacity constraints, inefficiencies and areas to make improvements.

Upon returning to the UK James performed extensive analysis, documented findings and made recommendations.

"James has provided great results" NGO, Global Director, Client Services

Working with members of the internal service delivery team and chairing teleconferences to communicate operational changes and time frames to the client, various performance improvements were carried out.

One of which was the implementation of a third party automated travel bookings solution, moving a significant proportion of transactions on line.

The resulting customer scores and their improvements are shown below, illustrating the very successful impact of the project.

The major account customer was delighted with the results, especially the speed at which they were achieved and remained a loyal customer.

"There was a time earlier this year when the service was lacking but it has improved in recent months."

Customer of travel implant via customer satisfaction feedback after project completion