These three client case studies are examples of the POWER!SERVICE® System in action. In each example, the system was customized to the customer experience being delivered, and the unique culture of the client.
American Residential Services (ARS) was poised to expand into a national brand – but this would require greater consistency and predictability in both their customer and employee experiences.
We worked with American Residential Services to:
NPS has improved by over 20 points; Customer Retention and Average Sales Order have both followed suit and the company has expanded its product line into Smart Home Products in partnership with Google.
World Fuel Services’ Land business was facing both market share pressures as well as margin erosion in their North American business. The World Way was developed to rally the organization around a customer focused operating model and a new Brand Promise
This was a 3-phased, CX Transformation effort:
Each activity was carefully coordinated with the IT team who were implementing Salesforce, Fleet Automation, a new Customer Portal and Touchless Ordering System.
The project is ongoing as we are still delivering Phase 3. Early Wins helped improve invoicing accuracy and new frontline brand behaviors have had a positive impact on new business orders and a recent employee pulse survey reported improvements in communications, career development and a focus on the customer.
Irving Oil, had completed re-branding of their chain of Blue Canoe Convenience Stores and wanted to improve the consistency of the customer experience.
Our team customized our POWER!SERVICE®System to address the client’s specific needs:
Spend per transaction rose over 12 percent and overall transactions rose 8 percent. Top Box Customer Satisfaction improved by over 10 points over a 9-month period and the company led the Convenience Retailer industry in customer satisfaction.