case study global research firm - operational improvement

K e a C o m p a n y C a s e S t u d y

   Global Research Company improves sales model and customer experience   One of the leading global research companies asked Kea Company to help achieve significantly improved customer experience for their clients while the company was transforming its Sales organisation to a new operating model. After developing a plan to improve on all fronts Kea Company successfully executed in less than six months. BUSINESS CHALLENGES

• Old website technology that provided insufficient customer experience and growth • A disconnect within the leadership team. People changed and insufficient communication

led to misunderstandings and delays in productivity • Changing industry and economical decline

APPROACH / DIFFERENTIATION

• Freed up people and budget to facilitate speedy launch of new website and additional services to increase customer experience and sales contact

• Centralized all players in one office, facilitated daily communication with all departments • Created a roadmap for the next 2 years to make sure the focus is there and the clients

know what to expect • Added fresh industry experienced sales people to support and grow the business

RESULTS

• Immediate impact from the start of engagement • New website went live 2 weeks before planned date • Improved communications and clarity about goals and strategies leading to focus and

restored respect within the organization • ROI went up with 42% in the first 60 days • 92% of the clients expressed satisfaction with the customer experience by renewing their

contracts after the launch of the new website  

Operational  Improvement