Eliminating failure demand

Increase your profit levels and customer satisfaction scores by doing away with failure demand

If your company fails to address a customer request – or fails to address it correctly – the customer is likely to contact you again, as they didn’t get what they asked for. So the “failure” to deliver first time round generates a new “demand”. That’s not only time-consuming; it can cost you valuable business too.

Eliminating failure demand

Many service organisations base their operations on a traditional “improving efficiency” mindset. Here, the focus is on producing more cases and answering more calls per full-time employee. While this mindset has some advantages, the risk is that not every contact with the customer or every task delivers value.

Service organisations typically experience 40-60 per cent failure demand. This means that about half their resources are spent on non-value adding contacts – such as re-routed or multiple calls, giving order status or clarifying communication. This not only results in low customer and employee satisfaction; it’s also costly for the company.

Tackling failure demand

Implement can help you build the internal skills your organisation needs to reduce or entirely eliminate failure demand. By collecting relevant data and looking at root causes, we identify areas of improvement and show you how you can free up time for value-adding activities. This will ensure that you understand and deliver on customer demand first time round.

To learn more about how Implement can help you eliminate failure demand, please contact  Asger Nør Larsen,+45 2939 1612, anl@implement.dk.

Niels Westergaard Rasmussen
Niels Westergaard Rasmussen
+45 5138 7409
Asger Nør Larsen
Asger Nør Larsen
+45 2939 1612