Putting Customers First to Achieve Outstanding Customer Service
A leading Fund Management business decided to outsource its customer contact services to its existing provider of investor record keeping and data management services. A decision not taken lightly, as the experience of interfacing with a fund manager's customer relations team is a key influencer of investor confidence in the institution.
Getting it right for customers
The Fund Management business initially utilised GBPA's Cultural Diagnostic for Successful Partnering to explore existing areas of compatibility and difference so as to address key areas likely to influence effective deeper collaboration. Then working with the leaders of both businesses, GBPA helped make real their belief that they could create a more collaborative relationship that would ensure the successful outsourcing of the customer contact services.
The client commissioned a GBPA Relationship Healthcheck to surface areas of great strength and some misalignment, as well as issues which, if not addressed, would have severely undermined the relationship's ability to serve its customers and to fulfil the potential for true partnering success. Through GBPA facilitated workshops, the key players from both teams agreed how they wished to work together, agreed a compelling ultimate goal for their relationship, and identified the enablers and blockers for achieving this.
Setting the industry standard
With the key enablers to partnering success in place, and utilising GBPA techniques for dealing with issues as they arise, the key people have been galvanised into positive action and are delivering outstanding customer service.