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25Seven is Sparking Change

The Challenge

After a successful first year of participation in an ESD programme, managed by Edge Growth, electrical and plumbing contractors 25Seven had successfully implemented marketing, operational efficiency, financial management and credit changes, but an unexpected drop in customer service satisfaction pushed them into performance management with their key contractor.

The Solution

With the assistance of the Edge Growth ESD team and the ASISA ESD Fund, the owner consolidated all complaints over the previous 12 months, conducted a root cause analysis and implemented an action plan.

A four-module service project was undertaken:

  1. Admitting errors and moving to solutions
  2. Creating more management capacity
  3. Cultivating a customer-centric culture
  4. Implementing a ‘Customer Service Action Plan

This allowed 25Seven to take quick decisive actions to manage and resolve complaints. A new manager took on more responsibilities, freeing the owner to focus on customer service and maintain the company’s excellent standards.

The Impact

  • In just six months, 25Seven’s complaints ratio dropped by 45%
  • Revenue increased by 19%
  • Claim volumes rose to 31.8%
  • After this intervention, 25Seven is on a solid path to sustainable growth