optimising operational efficiency in the mining sector
Case Studies
The Brief
To create detailed customer journey maps for top-tier accounts when planning a site shutdown or maintenance works. This involved identifying pain points, value drivers and opportunities to improve the process across each moment of truth in the customer journey.
To create detailed customer journey maps for top-tier accounts when planning a site shutdown or maintenance works. This involved identifying pain points, value drivers and opportunities to improve the process across each moment of truth in the customer journey.
The approach
A qualitative methodology using a series of individual in-depth interviews, conducted via video-conference with internal account relationship managers, and client customers. Key insights were socialised and activated through workshops with key stakeholders within the business.
A qualitative methodology using a series of individual in-depth interviews, conducted via video-conference with internal account relationship managers, and client customers. Key insights were socialised and activated through workshops with key stakeholders within the business.
The challenge
The main difficulty was obtaining customer participation, as the approach targeted senior decision makers who were time-poor and adjusting to the requirements of managing a COVID-19 compliant site shutdown.
To overcome this, we worked closely with the client to nurture and recruit participants, taking a highly flexible approach to interview timing, length, and format.
The main difficulty was obtaining customer participation, as the approach targeted senior decision makers who were time-poor and adjusting to the requirements of managing a COVID-19 compliant site shutdown.
To overcome this, we worked closely with the client to nurture and recruit participants, taking a highly flexible approach to interview timing, length, and format.
The insight
Common themes were identified across all customer groups, relating to proactivity, communications and quality of equipment used by customers. This provided the basis for a renewed focus on providing a consistent quality of customer experience for all types of customer.
Common themes were identified across all customer groups, relating to proactivity, communications and quality of equipment used by customers. This provided the basis for a renewed focus on providing a consistent quality of customer experience for all types of customer.
The outcome
The customer journey maps identified 19 opportunities to optimise the customer experience. A client workshop was facilitated which grouped opportunities according to value to the customer and ease of implementation.
The customer journey maps identified 19 opportunities to optimise the customer experience. A client workshop was facilitated which grouped opportunities according to value to the customer and ease of implementation.
