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.
With the assistance of the Edge Growth ESD team, 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:
Admitting errors and moving to solutions
Creating more management capacity
Cultivating a customer-centric culture
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.
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