“When we first invited Grace to look at our processes and work practices in our busy reception, we had an inkling that things could be different but also an overwhelming sense that this would be a mammoth task. Grace’s analysis provided insights and step-by-step change recommendations that are continuing to be our driving manual for implementing new practices in our customer services. Grace’s aptitude for getting under skin of your organisation is invaluable and if you are looking for clarity and impetus to move forward with making changes we most warmly recommend that you use Veriteam to help you.”
Sophie Franzen, Executive Director, The Bridge, Brighton
“Our biggest challenge prior to working with Veriteam was outdated processes which were compounded as we improved the level of service we offered to our clients over the years. Much of what we were doing became very labour intensive, as turnover increased, so did our overheads!
The issue of costs was one that I knew we had to address if we were going to maximise our profitability. The task ahead of us felt huge.
Veriteam made it all very easy and found time savings of 49% across our entire Company. We have created space within our teams which allows us to provide our clients with a higher quality of experience and also gives us room to grow without increasing costs.
As a small/medium sized company it felt like a bit of a leap of faith to commit to spending, what was to us, a significant amount of money. I can say with complete certainty that the decision to work with Veriteam was the right one. Their flexible and personal approach to the project made my team feel comfortable with the process and Grace has driven it forward every step of the way making it extremely easy for me. I can confidently recommend them to other businesses in a similar situation to ours.”
Laura Burdett-Munns, MD, Africa Exclusive
“The initial meeting was very productive as it allowed us to review both historic and current business activity. With this in mind we were able to brain storm new ideas going forward which were presented in a logical manner in the marketing report. We are now looking at how to action the report to take Red IT Solutions to the next step in it’s evolution.
We look forward to engaging with Veriteam to review performance and plan further activities in the future.”
Chris Banwell, Director, Red IT Solutions
“Our business relies on having a great reputation and being able to provide first class customer service. We care about the customer experience and strive to ensure this is as best as it can be. We hadn’t realised our feedback processes were more complicated than they needed to be, so getting an external eye on these and ‘sense checking’ what we were doing identified some quick win improvements. We implemented a new automated email to customers asking for customer feedback and we have already seen an increase in response to this. We’re using this to help us improve our customer service quality and the great feedback received is also a boost for our team.
We have to give customers quotes very quickly, otherwise they will go to our competitors. Our pricing model was complicated and manual which put our customer services teams under pressure when they were on the phone to customers. Grace created a great pricing model that automates a lot of the work that we were doing manually every day. This frees up time, eliminates errors and means we don’t risk losing customers, increasing our sales ratios.
We also wanted to move from being very operational to having longer term career development plans. This will help the team grow stronger and build their skills. Veriteam understood our business in depth and helped each person understand exactly how they contribute to the business. Developing individual targets plus career development growth plans means every person is contributing to our future success in a way that is completely aligned with our growth strategy.
All of our in-house processes were self-built. We needed to get an external eye on these and ‘sense check’ a lot of what we were doing. We thought it would be a huge task and had no idea where to start. Veriteam immediately identified some quick wins to speed up our processes. They also identified longer-term innovative improvements which give us a focus for the future and will deliver exciting opportunities to really improve our customer service.
By understanding our processes, Grace helped us develop our growth strategy for the overall business and then broke this down into achievable targets for each part of the business so that we can speed up our growth and aim for a 30% increase in sales this year.
We have now set a list of targets that we can monitor and review which will grow our business faster this year.”
Andrew Murphy, Managing Director, The Move Team, Eastbourne
“Before working with Veriteam we suffered the frustrating challenges of duplication of tasks, people not sure of what they needed to do and when they needed to do it by, frustration with the amount of time it takes to get stuff done and the amount of stages within a process. We were bored of having to do tedious repetitive tasks.
By working with Veriteam we have identified many ways to streamline, speed up and improve the quality of what we do, leaving us feeling a lot calmer. It’s unbelievable the small things you do on a day to day basis that when you stop to look at your processes with Veriteam, you can improve things so quickly. It seems obvious when you do it but you don’t have the time in the first place. The recommendations are really clear and break things down in a very easy to read way. And Grace is lovely to work with!”
Emily Jones, Events Manager, Brighton & Hove Chamber of Commerce