Background – Desire for Improved Customer Experience
ITDirections was engaged by one of the largest uniform rental and linen supply companies in North America with approximately $650M in annual sales, operating more than 115 production facilities and service centers throughout the United States and Canada, servicing over 150,000 customers each week. The Client was struggling to identify a way to understand their customers’ issues and to improve the overall customer experience from contract signing to delivery of uniforms. Previously, all projects used the waterfall methodology rather than agile.
The Challenge – Measuring the Customer Experience
The Clients internal processes took three weeks to get their customer contract signed compared to the industry standard of 24-hours. This slow process resulted in an unorganized delivery plan and poor customer satisfaction.
The Solution – Agile Training, Coaching and Implementation
ITDirections assisted the Client through improving customer experience by leveraging education, coaching and implementation to adopt Agile scrum in improving customer experience within the various branches. ITDirections established a specific training plan for non-technology departments like branch office managers, sales representatives, customer service and sales directors.
Then, the entire customer experience process was analyzed using the Agile framework with increased collaboration and laser-sharp tracking. The key components of the solution to improve the customer experience included:
- Customized training for non-technology team members
- One-on-one daily coaching to understand Agile concepts
- Collaboration using best practices
- Implementation of supporting software
- Tracking through Agile processes and rituals
- Work completion using collaboration and communication techniques
The Results – Improved Customer Experience
The benefits of the project were significant. The process for overall contract signing was reduced to less than 24-hours. Not only did the process improve to establish a new customer, but the Client had increased visibility and control into their supply-chain. Communication within and outside of branches improved significantly which resulted in measurable improvements to customer satisfaction.