Customer Service Consulting I Training | Solutions
Your partners in delivering Effective Service
Our clients come to us because they want to understand how to identify, quantify and tackle service waste in their organisations, ensuring they are addressing the root causes of high cost and poor CX before automating processes or investing in digital initiatives. They are typically at the beginning of a transformation journey or looking to add value and insight to an existing programme.
Who are our Clients?
We are typically contacted by Customer Service Directors, COOs, CX Directors, IT Directors and Transformation Directors of UK-based consumer regulated businesses, with important stakeholders such as CEO, CFO, and CMO.
What are their typical challenges?
Often needing to reduce costs whilst improving service, they may be tempted to reach straight for technology solutions, but lack insight into the existence, extent and impact of service waste across their contact centre, back-office and field operations. By eliminating the "bad costs," of service waste first, they can enhance customer experience and business performance, and ensure any future technology investments deliver real value.
What clients get when working with us
They can expect us to support them with a comprehensive data-led review of current customer contacts and journeys, highlighting opportunities for them to remove bad costs by making service more effective. This process establishes a clear baseline for beginning a transformation journey and will add significant value to existing digitisation and automation programmes. Our clients typically achieve a 20%+ reduction in contact volumes, up to 40% reduction in operating costs, and significantly improved satisfaction scores.
How can you start working with us?
Our engagement with you starts with an initial assessment, looking at inbound contacts, key customer journeys, and an initial review of the operating model. Insights and data from this assessment then help you shape a change roadmap focused on reducing service waste across the value chain. Our initial Effective Service Scan can take just five days and is a low-cost, low-risk way to get started for clients who are interested in better understanding the impact of service waste on their business, without the need to commit to a long-term consulting engagement.
How can we provide ongoing support for the transformation agenda?
If you’d welcome our ongoing support, we can assist with the delivery of the roadmap through the full transformation lifecycle, with a combination of options available such as training for operational leaders, and deployment of our innovative Navigator “Digital Twin” solution. Our expertise spans operations, process and CX technology, and is founded upon over twenty-five years’ experience leading and transforming service for Clients across many different sectors.
Our leadership team
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Sean Keane
CO-FOUNDER AND MANAGING DIRECTOR
Sean has led, grown and sold CX technology and consulting businesses, and has a strong background in Op Model design, technology and process. He’s led complex programmes and teams for companies like Davies Group, Ember and Capgemini on behalf of brands like RSA, Tesco, BUPA, The British Council, Thames Water, Disney Channel and HMRC.
He’s a certified Customer Experience Professional (CCXP), PRINCE2 qualified and practitioner of Systems Thinking based methods. He’s also pioneered the development of Digital Twins for Organisations (‘DTO’) in enterprise applications for Operating Model, Process & IT programmes.
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Rob Wilson
CO-FOUNDER AND OPERATIONS DIRECTOR
Rob has worked internationally as an award winning leader and transformer of large contact centre and back office operations, and is a recognised expert on Systems Thinking in service organisations. Previous companies include Aviva, RAC, Marsh and Hyperoptic.
Well known as a coach and support to C-Suite executives, COOs, and Operations Directors to help them think critically, quickly get to root cause issues and build immediate action plans.
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Darren Coomer
DIRECTOR
Darren is the founder and CEO of The S&A Group. An accomplished entrepreneur, corporate CIO, insurance and regulated board executive. He’s led and delivered global scale organisational transformations and M&A’s and leads an active VC fund for technology and service incubators in FinTech, Web3 and AI.
An active member of the Service Economics Board focused on strategic growth and oversight.
Our delivery team and associates
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Deena Draper
Deena is a seasoned customer service expert with over 18 years’ experience working alongside organisations of all sizes in the UK and internationally. She has helped senior leaders understand their operations and develop internal capabilities to realise measurable improvements.
Deena specialises in large scale CX transformation programmes, customer journey and business process mapping, and is an expert on Systems Thinking in service organisations.
Previous companies include Aon, HBOS, BNP Paribas and Aviva.
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Amy Scott
Amy is a highly experienced service design expert who has worked with numerous blue-chip international brands to help them improve service and deliver better CX.
She has a reputation for creating highly effective initiatives and programmes that make a real and measurable impact.
Previous Clients include Ikea, Toyota, AEGON, Nationwide and Nuffield Health.
