TMI design and implement a bespoke programme for 21,000 employees worldwide, embedding new customer service values and ensuring on-brand experience at all customer touch points.

This leading B2B telecommunications service provider had entered a new market space with the launch of a new solution based, service oriented ICT company, providing global outreach and a seamless international service.

With the creation of a new business model, brand promise and product range, our client needed to embed a set of new service values and on-brand behaviours. In addition to this, the client had identified that the integration and unification of the new company within the wider organisation was a key success factor – and that being able to deliver a consistent branded customer experience across the world was of paramount importance.

As a recognised provider of inspirational and innovative customer experience solutions, the client approached TMI as a strategic partner to design an engagement workshop that would communicate, connect and begin to embed the new brand values as the ‘lifeblood’ of the company.

Working in close collaboration with the client to ensure absolute alignment with the objectives for the initiative, the Engagement Workshop was developed and TMI were also able to support the client with recruitment, assessment, development and accreditation of a pool of 250 internal facilitators to roll-out the workshop globally, in local languages, ensuring the new brand values were effectively communicated organisation-wide.

To support with reinforcing and embedding the brand service values and behaviours, TMI worked with additional external partners to design and develop a Performance Management workshop, then also designed and delivered a 1 day Customer Service learning solution to align global attitudes and help employees to deliver an consistent on-brand experience that would not just satisfy, but delight their customers.

As a result of the initiative, the client realised increased customer satisfaction percentiles of more than 20% above the industry standard, an increase in overall revenue – which meant that the new venture was contributing above 60% of the total Group’s revenue – and multiple Customer Service Telemark Gold Awards for their new IP services.