Delivering B2B loyalty-driving customer services

Chaucer / Chaucer Consulting / Case Studies / Delivering B2B loyalty-driving customer services

Our client needed help with:

  • With business in the ASEAN market booming, growth and demand had soared, the aim was to win new clients, ensure and maintain the delivery of outstanding customer service.
  • The client wanted to boost client retention rates and loyalty.
  • How can they identify invisible business networks that offer the organisation insight into how top talent ‘influencers’ manage their clients?

Our approach:

  • Chaucer managed the integration of new analytical software, providing insights in a matter of days.
  • Chaucer analysed millions of logs to discover hidden relationships between employees and external partners.
  • Chaucer employed the internal use of their specialist data security team to develop a security best practices programme inline with each country’s regulations.

The results:

60%

Faster identification of at-risk client relationships

30%

Increase in client retention

75%

Faster onboarding for new client reps

100%

Complaint with data handling

How we delivered these results:

  • Using a partner’s network analytics tool, Chaucer was able to offer a 360-degree view of all communications internally and to the customer, flagging any accounts deemed at risk due to lack of correspondence.
  • Using the same contextual data, Chaucer developed a sales capability programme, in which sales reps with strong relationships could ‘upsell’ their services.
  • By redesigning the succession management process, faster onboarding of new sales reps could be achieved, resulting in a smoother transition of account ownership and less ‘sales downtime’.
  • Chaucer identified any risks associated with data breaches, detecting patterns of communication that fail to adhere to security best practices i.e. personal emails, attachments etc.

If you think we can help you to implement your project or programme strategy, please call us on:
+44 (0) 203 141 8400 in UK/Europe, or ​​​+1 713 821 1783 in the USA.

Alternatively, please send us some brief information and we can discuss things in more detail.