Consulting

Blue Scala’s consulting service starts with our vision – “enabling our clients to thrive by unlocking the full potential of their resources to achieve memorable customer experiences”. We have a deep passion for this, recognising the need to strengthen the capabilities that exists within your business in order to delight your customers.

Our consulting services draw on our experience across 3 key pillars – Customer, Culture and Corporate. We understand the wide and deep connections required to optimise the way the corporate enables the culture to enrich the customer experience, and ultimately value to your business.

Our Approach is to work side by side with your organisation to understand your story and your journey. We develop multi-dimensional strategies that positively contribute to revenue and cost.

Engagement Outcomes

Customer

Customer Retention

We work with you to completely understand your customer pain-points, recommend strategies, and support implementation that will improve your revenue.

Customer Satisfaction

We appreciate the balance between creating memorable customer experiences and the cost to serve. We are acutely aware of the impact your teams have on customer satisfaction. We will deep dive into your data, and put in place recommendations that will result in sustained improvements.

Customer Interfaces

We develop customer journey maps to understand touch points and investigate opportunities to optimise them. Our focus includes enhancing the customer experience, and reducing cost to serve

Culture

Employee Engagement

Engaged employees are fundamental to business success – regardless of the level of automation within your business. Engaged employees are more productive, and treat the business as if it was their own. Their passion is evident. They know that everything they do needs to achieve better customer and business outcomes. Blue Scala will analyse the areas that comprise of employee experience, develop recommendations, and implement proven approaches to enhance engagement across your teams.

Team Empowerment

Empowered teams demonstrate leadership and perform at their best. They are clear on their level of authority, have the right tools for the job, and understand the importance of their connection with the services provided. They are efficient and effective, delivering direct business benefits and enhancing customer value. Team empowerment is a wide-ranging consideration. It is a foundation stone for employee engagement. Blue Scala will explore the barriers impeding teams and develop improvement recommendations for implementation.

Continuous Improvement

A culture of continuous optimisation is a requirement to adapt to a dynamic business landscape. Continuous improvement encompasses not only the processes, but also how people interact with them.

Blue Scala will ensure that your process framework is optimised, and put in place the essentials required to instil a continuous improvement mindset across your teams.

Corporate

Efficiency and Productivity

Improving your organisation’s efficiency – thus reducing operating costs is an essential objective of any company. Blue Scala can drive this journey, ensuring that customer value – ultimately your revenue, is not lost along the way. Our significant operations management experience provides us with the knowledge to achieve this.

Sales and Service Cohesion

We’ve all been there – on the phone to a company agent, and having to repeat yourself once the call is transferred to another team. This is a frequent customer complaint – feeling as though they are dealing with two different organisations. This is a poor customer experience, that will also result in poor employee experience.

Customer data and knowledge silos, along with a lack of intra-team engagement are often the root causes of this. Blue Scala will investigate your information and knowledge sharing processes and tools, and put forward recommendations to cross-pollinate experiences across your teams.

Consulting

Engagement Outcomes

Customer

Culture

Corporate

read about our engagement approach here

Why Choose Blue Scala?

Hands On Experience

Flexible Approach

Realistic Solutions

Trusted Advisor

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