Customer Services

Building on our current successful track record of delivering across all aspects of public services in the UK, we continue to develop and refresh our capabilities to support the challenges facing our clients.  Our current capabilities supporting the drive to greater customer-centricity include the following:

• Strategy and alignment - establishing organisational vision and strategy, defining customer segmentation, value propositions and the delivery model required to deliver them.  Focusing on customer service and management strategies enables complex organisations to realise benefits from their interactions and transactions with their customers and citizens. We help our clients to identify the specific services required by each customer segment and achieve savings.
• Effective customer operations – establishing the strategy, processes, technologies, capabilities and behaviours that will maximise relationships with customers, achieve exceptional customer experiences, whilst meeting regulatory requirements.  We help organisations to accelerate the success of their customer interaction objectives and their sales, service and support operations.
• Channel optimisation – helping clients to understand customer needs and behaviours, enabling them to improve the customer experience they deliver, improve their staff’s effectiveness and achieve value for money from their investment.  We help organisations to develop flexible services which are consistently good and responsive to new market initiatives enabling them to reach more people more effectively.
• Flexible working – helping you to realise benefits such as cost reduction, improvements in customer service delivery, the retention of staff, improvements in agility through collaboration with other agencies and the addressing of Corporate Social Responsibility (CSR) objectives.  We offer a value driven approach which includes capabilities around IT, HR, service redesign, cultural change, procurement and communications.

Leading organisations in UK public service organisations trust Hedra with their most important customer services projects because:

• we bring a deep understanding of the needs of the customer in the UK public service environment
• our work is based on strategic insight gained through involvement in formulating and helping deliver key government strategies like transformational government
• we offer an end-to-end capability from developing compelling customer strategies to designing and implementing successful business solutions for customer service operations
• we have a current track record of improving the effectiveness of customer service operations including front-office shared services
• we adopt a unique partnership approach that ensures clients are always in control and retain a structured and repeatable way of transforming their customer services.

Our clients include CfBT Education Trust, Land Registry, the Office for Government Commerce, Planning Inspectorate and other outstanding organisations in UK public services.