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SERVICE TRANSFORMATION
We bring service offerings to a new level by fusing transformation strategy, optimized delivery models and feedback systems, helping to build and implement effective service development frameworks
  • 1
    Service transformation strategy
    Craft service frameworks and strategies that encompass comprehensive analysis and forward-thinking approaches for service design and delivery, ensuring resilience, adaptability, and continuous improvement across the organizational structure
  • 2
    Service delivery models and customer experience optimization
    Advance every interaction between the business and customers, ensuring seamless and efficient service delivery that not only meets but exceeds customer expectations, fostering loyalty and driving business growth
  • 3
    Customer journey mapping and touchpoint analysis
    Dive deep into selected services, with related journeys, detailed mapping and touchpoint analysis, identifying key moments that matter most to your clientele, and supporting further service development
  • 4
    Service quality improvement and feedback systems
    Build mechanisms and programs for service delivery quality monitoring, integrating customer feedback directly into service development and refinement processes
  • 5
    New product development and operationalization
    Guide through the process of bringing new, innovative services to market, from value proposition definition to comprehensive service design, business model and implementation plan development, and testing
  • 6
    Co-innovation with suppliers and partners
    Leverage the power of clients' broader ecosystem to create more seamless and integrated services, enriching core offerings with diverse perspectives and capabilities, and enhancing customer value
Case Studies
Analyzed land and urban planning services to identify areas for improvement
A local municipality faced several challenges related to service efficiency, streamlining delivery, and integrating advanced performance measurement frameworks. Therefore, they sought to learn from global best practices to identify areas for improvement and implement a tailored service improvement framework. Key objectives for the engagement:

  • Provide strategic support in service approach planning and conceptualization, ensuring alignment with RRM's long-term goals
  • Conduct a comprehensive benchmark analysis for related services and operating models
  • Conduct thorough research to tailor selected performance framework elements to the client’s service delivery