The starting point
The firm was growing at a rate where quality tanked. They went from regular excellence to abysmal. Everybody knew there was a problem. They could not contextualize it, and they did not have the data to fix it.
What we did
01
The extra work, removed once
We analyzed the problem and found bottlenecks that were doubling the amount of work that should have been done. Removing them reduced volume by 50%. That is one change: the work came back to what it should have been.
02
A staffing roadmap
A clear staffing strategy protected margins and still provided consistent, excellent service.
03
Automation at scale
Automation tracks these issues as the firm grows, so the same leak does not have to be rediscovered by hand.
04
Reactive to proactive
The business moved from reacting to the last failure to seeing the issue before it became the customer’s problem.
What they have now
About 10x in about two years
Growth was about 10x over about two years.
84% to 98%
Customer satisfaction moved from 84% to 98%.
2.5x retention
Retention improved by 2.5x.
Jobs sought inside the company
Employees started seeking the next job internally instead of leaving to find it.
Weekends off
Managers and owners could take weekends off. Systems were in place they could trust to deliver the customer experience.