Our approach to journey mapping involves following each enquiry type through the organisation until it is resolved, seeing what really happens to customers at each touchpoint of the process.
We look at the irritating or unnecessary steps and quantify the impact of these on cost and customer effort. We redesign the journey with best practice procedures that reduce customer effort and the best organisation structure to get the work to the right people.
The practices and structure are supported by our suite of management practices that have been proven across multiple industries.
Primary Office Address: 19-29 Martin Place, Sydney NSW 2000, Australia