The client, a multi-billion energy corporate operating in an increasingly competitive environment, defined a growth strategy requiring improved customer focus. A recent restructure had put in place a new field force of over 18,000 people delivering inconsistent service levels at a high cost. Q5 were engaged to design a more cost-effective operation delivering improved and consistent service levels.
We worked collaboratively with the client to define the future activities, eliminating duplication and non-value added activity, and identifying new activity required to achieve their customer service priorities.
From this basis, we were able to design an organisation that would better achieve their strategy at a sustainable lower cost, leveraging data, analytics and diagnostics expertise and centralising planning and dispatch capability.