Challenge
Upon taking over the installation and configuration department, it became clear the unit was underperforming in profitability and customer satisfaction. Margins were well below industry average, and the Net Promoter Score (NPS) was low due to inefficient processes, lack of customer-centricity, and inadequate after-service support, leading to missed revenue opportunities.
Actions
To transform the department and improve performance, several strategic actions were implemented:
- Process Optimization – streamlined workflows, reduced redundancies, and adopted best practices for faster, more reliable service delivery.
- Training and Development – staff underwent comprehensive programs to enhance technical skills, customer service, and understanding of NPS importance.
- Customer-Centric Approach – regular feedback loops, personalized service offerings, and proactive after-service support improved customer focus.
- Technology Upgrades – advanced diagnostic tools, CRM systems, and mobile apps were deployed to enhance service quality and customer interactions.
- Performance Monitoring – KPIs, including NPS, were tracked and reviewed regularly for continuous improvement.
Results
The initiatives produced remarkable achievements over three years:
- Margin Increase – department margin grew by 90%, reflecting enhanced efficiency and revenue management.
- High Customer Satisfaction – NPS consistently exceeded 80, verified through direct customer calls.
- Operational Efficiency – faster service delivery, reduced errors, and lower operational costs.
- Enhanced Employee Competency – staff became more skilled and customer-focused, boosting service quality.
- Improved Competitive Position – the department’s performance and reputation strengthened the company’s market position.
Short Summary
The installation and configuration department underwent a transformation through process optimization, staff training, a customer-centric approach, and technology investment, resulting in:
- 90% margin increase over three years
- NPS consistently over 80, verified via direct customer calls
- Faster, more reliable service delivery and lower operational costs
- Enhanced employee competency and customer experience
- Stronger competitive position in the market
This demonstrates the power of combining process efficiency, technology, and customer focus to drive profitability and satisfaction in a service department.