McKinsey Classification of Service Practice

Customer Experience

Transform customer experience journeys which span across traditional customer interaction touch points. This enables an end-to-end view of customer interactions, breaking down the silos that typically exist within companies. Such a perspective allows us to determine what truly matters to customers and how our clients can improve those interactions.

Lean Management in service 

Not only process redesign but refining the company's systems and changing employees' mindsets and behaviors so that the new way  sticks over the long-term. The benefits from Lean Management come from more effectively meeting customers’ needs, and also from the long-term results of being more competitive.

Frontline & Sales transformation

Applied to customer-facing front line operations and sales organization to maximize growth and productivity across sectors like retail, heath care, hospitality, financial services, telecom and high tech.

Field service

Build and improve after-sales service businesses : Installation, maintenance, repairs and delivery of parts across the entire life cycle of a product or service : service delivery model, distributed service network operations, and field operations.

Customer care

Strategies for customer-facing operations from sales to service. Outside-in benchmark-based diagnostics prioritize issues, resulting in a comprehensive view of performance based on KPIs and work practices. Design and test alternative end-state solutions with advanced analytics and IT-enablement capabilities. 

Business support functions
Overhead functions such as finance, accounting, and human resources. External benchmarking and Internal capabilities. A detailed root-cause analysi. We then translate these insights into actions, developing a clear roadmap to transform the support function. A comprehensive set of levers helps us optimize end-to-end cross-functional business processes. Feedback from the business/customer is integrated into the process, helping to embed changes into an organization’s DNA, making for a lasting transformation that encompasses mindsets and capabilities.