Project Experience

Operations are Key to Improving Customer Satisfaction while Lowering Costs.

Client Situation
Information technology companies face tremendous pressure to constantly reduce costs while maintaining customer satisfaction. Benchmarking competitors' processes to understand innovative methods to operate can yield dramatic savings - and actually improve customer satisfaction. In one instance, a client became concerned that its post-sales logistics support operation was inefficient compared to its rivals, yet its more costly operation did not generate superior customer satisfaction ratings.

Fuld Approach
The client awarded Fuld & Company the assignment to research 30 logistics metrics in six countries in order to understand how competitors handled these issues. Fuld & Company used local firms to perform face-to-face interviews with channel partners as well the sales and support organizations of the competitors.

Benefits and Implications
Fuld & Company uncovered 15 methods to improve customer service as well 10 suggestions for simultaneously lowering operational cost. One key suggestion could save the client 20 times the cost of the research project in the first year alone. For more information, contactMark Chodnowsky at mchodnowsky@fuld.com