Case Study / A regional lines company
Our client has a high level of technical skills and historically performs well in emergency situations. Growth in their region had led to greater customer demands for ongoing maintenance services of the network.
This highlighted serious gaps in responsiveness and customer relationships. 31% of the time, turnaround time targets were not being met.
SAIDI and SAIFI measurements were running at around average compared with other providers. However, KPI’s that were meaningful for service performance, such as connection times and complaint management, were never established.
Clarity around points of contact, process, and expectations of time and response
Easier, faster communication
Faster turnaround
Better planning
Greater cross functional collaboration
Less complaints from customers
LSI carried out a discovery programme, which both highlighted opportunities and created a platform for staff engagement and recognition of opportunities.
We observed that process efficiency was hindered by poor planning and limited workflow organisation:
This was followed by an extensive process redesign phase, engaging widely across the business, and providing detailed process design.
To ensure a successful implementation on this project, LSI:
Proven Success: Real-World Results from Our Clients
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