Business Challenge: A leading mining equipment manufacturer wanted to gain in-depth understanding of the competitor strategies, specific to customer satisfaction.
Situation
The mining equipment manufacturer was facing issues due to low customer satisfaction levels, outdated service delivery model and incomprehension of competitors’ business models.
Approach
Infiniti identified companies with excellent service reputation and developed an understanding of their strategies. We also conducted structured interviews with customers to understand critical service delivery requirements.
Impact
Based on our insights, the client implemented best-in-class service delivery organization structure and SLAs. They were able to make constructive structural changes to the service organization and improve service level satisfaction scores.
Based on our insights, the client implemented best-in-class service delivery organization structure and SLAs. They were able to make constructive structural changes to the service organization and improve service level satisfaction scores.
