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The client’s story

This client is a leading, global-branded consumer company and one of the world’s leading providers of weight management services, operating through a network of company-owned and franchise operations across the world. They are one of the most recognized and trusted brand names among weight-conscious consumers.

The need

The key project objective was to implement a standard Quality Process for all call and email quality evaluations across all locations in its European markets. The drivers included: inconsistent quality evaluations across markets and quality concerns for specific markets. The challenges faced included aligning best practice across 3 locations in different time zones and streamlining cultural differences in approach and preference across each EU market serviced.  This level of standardisation across sites and the number of markets involved had never been attempted before.

Our solution

Our approach included strategy and goal alignment and a partnering approach throughout all phases of the relationship. Although there was a standardised quality process implemented, cultural and market differences had to be taken into consideration along the way, therefore all changes and issues were approached collaboratively.

A dedicated project team representing Mindpearl and the client ensured partnership and a change management process. Mindpearl’s corporate and relationship governance included; strategy alignment; defined policies and procedures and project management. Group teamwork sessions were held, followed by individual sessions with each market to agree key metrics and market differentiation.

Happy conclusion

This is an innovative partnership solution that has not been attempted before and is very successful. Improvements ensured that training was more focused and in line with market expectations, which resulted in a 20% reduction in training time. Member retention also improved, as a result of the increase in quality and strict adherence to policies and procedures.

What the client had to say:

Mindpearl is an integral part of our organisation.  The collaborative approach to achieving our overarching goal of delivering the best customer service possible is powerful.

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