Streamlining processes to enhance the customer experience
As an organisation’s market and competitors evolve, so too must their business processes, to ensure they are relevant to customers and help them compete effectively. We can help you work out where your processes need to change, and where there are opportunities to gain from change.
Building on the work of our consulting team, we use standard methods to help our clients understand how their current business processes work and where the bottlenecks and inefficiencies are. We will identify automation opportunities, failures that need to be eliminated and areas where process simplification would make it easier and faster for staff and customers to get the outcomes they want.
We then work with you to re-design relevant processes to ensure that they are aligned with future customer journeys and fit to deliver better outcomes for their customers.
Our business process optimisation service is a natural extension of other services that help our clients define their customer engagement strategy and develop more effective customer journeys. However, it can also be undertaken independently to drive savings and efficiencies or address known problems.
- Establish the current state
- Facilitate a re-design that will deliver better outcomes for the organisation and its customers
- Identify opportunities to automate processes or parts of processes
- Leverage robotic process automation (RPA) tools
Our team combine experts in optimising business processes with those who can facilitate the re-design by challenging existing ways of working, where necessary, and bringing fresh thinking from the customer and market perspective.
We are experts in designing processes that work for the customer. We have a proven track record in helping clients across all sectors improve their processes. Furthermore, we offer a unique combination of process and consulting expertise through a customer engagement lens. Our flexible approach means we can build on work you have already done and help shape and accelerate this
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Meet the Specialist
Wes joined Ember in 2017 after more than a decade working as a consultant for Big 4 and specialist consulting firms, predominantly with a focus on the telecoms industry.
Having held a wide variety of key roles along the lifecycle of medium-sized and large business transformation projects, he brings hands-on experience of supporting clients in their business transformation journey.
His proven track record of improving business operations and balancing operational efficiency objectives with good customer experience practices, makes him an ideal partner to help clients achieve their strategic objectives whilst navigating them through the different phases of complex transformational projects.