Change Management
Change Management
Change Management
Case Study
| When medhotels.com (Thomas Cook Group's B2B Bed Bank) relocated from the UK to Switzerland it became necessary to move the customer operations team which was shared with Thomas Cook UK away from the UK to comply with tax regulations. I led the change project to relocate these operations from Peterborough Head Office to an outsourced provider in India. The key objectives of this outsourcing was to maintain the high levels of service for our B2B customers but ensure that the vast majority of the team were operating outside of the UK.
I reviewed the types of calls we were generally receiving and in order to best manage these took the decision to remove the phone lines. This meant that first level contact would be using the contact forms in the B2B partner's accounts- this made it easier for our outsourced team to deliver and resolved the vast majority of the queries we received. For escalations or urgent enquiries we retained a team in the UK so anything that could not be resolved by the first line team or anything for customers travelling in the next 48 hours would be dealt with by this team.
I introduced post query surveys and added feedback loops into my review calls with key accounts to measure the satisfaction with the service provided.
To roll it out and effectively manage the change my team delivered training in India and follow up sessions via Skype. There were weekly review calls with the team in India and quality checking of the responses to ensure they met the standards required.
Overall the transfer was completed on-time and customer satisfaction maintained at the same levels. The fulfilment of this change project allowed the business to comply with tax regulations and in addition reduced the cost base for the customer operations team.
