As the number and size of hospitality customers that Fourteen IP supports grows, along with the number of countries in which it supports them, the need for an even more robust customer service framework has been identified, to further support customer needs.
And they’ve chosen change and customer experience specialists Momentus to help them embark on a full-scale review of the end-to-end customer journey, from solution design and sales and onboarding to account management and in-life care. This activity will focus on putting the customer at the centre of every interaction and solution. Momentus bring a wealth of customer experience, leadership development, and cultural expertise from working with the likes of O2, Telefonica Global, Tesco Mobile & TalkTalk from the telecoms industry, as well as UK consumer goods giant AO.
The joint team has also identified key pillars that underpin customer experience and are in the process of measuring and planning:
- Current Customer Satisfaction
- Customer Effort (how easy Fourteen IP are to deal with)
- Right First Time (the success rate of project deployments)
- “Voice of the Customer” surveys and customer journey reviews
Commenting on the project CEO Neil Tolley said, “The time is now right, to ensure we have the robust processes in place to support the customer- centric ethos that we have had since the business was founded and to ensure we continue to deliver a world class customer experience. I am confident that the team we have in place now, is capable of taking the business on to new levels and I foresee exciting times ahead for us and for our customers.”
Sandra Fazackerley, Co-Director of Momentus says “We’re delighted to be working with Fourteen IP as they put even more emphasis on the customer experiences they deliver. The passion and commitment from everyone in the management team give us real confidence that this will be a hugely successful program, benefitting both existing and prospective customers”.
Find out more about Momentus at www.momentus.uk.com.