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Process Optimization

From Strategy to Result, we help you deliver customer experience with profitability.

Process Optimization

Process Optimization

In the world of service, it’s all about balance. You need an up-to-the-minute view of what your customers want. And you need to have all the processes and infrastructure in place to deliver it. Keeping up with either requires a disciplined approach – and the ability to shift direction at a moment’s notice.

Advances in technology and the globalization of many industries have heightened customer expectations. But too often, misconceptions about what customers value lead to misguided “improvement” efforts that waste valuable resources.

Effective and efficient customer service has a critical impact on customer acquisition, retention and cost management.

Dishah help clients strategize and optimize Service operations that are tailored to the needs of key customer segments–while balancing quality and cost objectives–play an integral role in any company's success. Our work helps company’s jumpstart a cycle of increased employee satisfaction, improved service quality and improved customer loyalty that impacts both the top and bottom line.

Process Optimization

What We Do

We help define the target customer experience, translate it into operational requirements, and ensure consistent service delivery across channels in the most cost effective way.

Companies in a wide range of manufacturing and service industries are reshaping their operations to make them more agile, flexible and responsive to changing market conditions. That’s no easy task.

At Dishah, we aim to provide differentiated service experience to clients. As part of this, we work with clients at different level to evaluate current service operations and provide following service

Customer Experience:

We help clients to transform their customer experience (CE) 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.

Frontline & Sales transformation:

Our Operation Management approach is also applied to the customer-facing frontline operations and sales organization to maximize growth and productivity.

Field service:

We build and improve after-sales service businesses, covering the installation, maintenance, and repair of services and delivery of parts through the entire lifecycle of a product or service. Areas addressed include the key service delivery model, distributed service network operations, and field operations. Our expertise and capabilities allow us to rapidly diagnose, test and rapidly scale across an organization.

Customer Care:

We design strategies to transform the customer-facing parts of operations from sales to service. Our rapid, outside-in benchmark-based diagnostics prioritize issues, resulting in a comprehensive view of performance based on KPIs and work practices. We further design and test alternative end-state solutions, help scale the approach as part of the broader implementation, and support clients in building capabilities quickly.

Process Optimization

Our Approach

From setting service quality levels to understanding what customers value and are willing to pay for, we know what makes service companies great. And we know ways to make all the moving parts of a service operation add up to real business value.

Dishah experts can deliver major improvements to service operations that will cut costs, boost revenue, and reduce customer attrition. Our key client service areas include these three topics:

Identifying Critical “Touch points:

Our analytic approach identifies the customer interactions, or “touch points,” that drive attrition, advocacy, and greater spending as well as the service experiences that hurt customer satisfaction the most. These are the areas we advise our clients to focus on, not the ones with limited impact.

Redesigning the Service Strategy: A compelling service proposition focuses on key touch points, is consistent with the overall value proposition, and strikes the right balance across the offer, execution, and tone of service. We help our clients develop the right service strategy, set ambition levels, and design and prioritize initiatives based on value and cost to implement.

Optimizing Operations:

We work with our clients to reconfigure systems, processes, and organizational structure in support of their service strategy. To ensure that changes are sustained, we train staff, create incentives that reward new behaviors, and design metrics to measure progress toward specific milestones.