AaronRichards consultants have completed client projects involving branch and service center networks, retail stores, field service operations and call centers or self-service channels. Integrating our work with proprietary research on frontline behavior and on customer loyalty, we offer an analytical approach to understanding employees’ motivations and customer interactions and needs along the customer corridor.
Effective and efficient customer service has a critical impact on customer acquisition, retention and cost management. Service operations that are tailored to the needs of key customer segments–while balancing quality and cost objectives–play an integral role in any company's success. We help define the target customer experience, translate it into operational requirements, and ensure consistent service delivery across channels in the most cost effective way. Our work helps companies’ jumpstart a cycle of increased employee satisfaction, improved service quality and improved customer loyalty that impacts both the top and bottom line.
Our consultants offer a range of service operations programs in retail stores, field service, call centers, self-service and remote monitoring, branch operations and network design. Our programs include volume management across channels, and optimization of channel operational performance, including sourcing model design, call routing, scheduling and rostering, field service dispatch and spare parts inventory management, among other areas.
We rely on a broad set of tools to achieved target results, including complexity reduction and process re-design. We use proven models and approaches to drive employee engagement and performance improvement programs anchored on lean principles and behavioral science methods. High velocity learning loops combined with aligned incentives help to unlock significant value through discretionary performance, resulting in lower costs, higher revenues, better service and more loyal customers.