Who we are
We take time to understand your business and the detail of what you set out to do everyday, but without exception we start with the customer and what it feels like to buy your products or experience your offer.
Our aim is to give you constructive, usable and realistic feedback that helps your operation to improve.
Simon Merchant
Director, Commercial Partners
Simon leads our commercial partnership offer, working closely with businesses across the private sector to develop new customer service solutions.
Talk to Simon about addressing unwanted symptoms of operational delivery, such as a rise in complaints, high staff turnover, struggling to meet new demand, rising costs and quality failures. You could be in fast moving consumer goods, traditional manufacturing, the service sector, customer-facing, B2G or B2B.
Specialisms: Managing change, coaching, leadership development, customer service transformation, project delivery, process mapping, event facilitation, customer service training, strategic thinking, supplier management, service solution specification design.
or call Simon on 07586 345 567
Scott Mallin
Director, Public Services
Scott heads up our public service offer, developing our NHS, public service, not-for-profit and third sector offers.
Talk to Scott about front of house NHS Primary Care solutions including, Sentiers navigation tool, navigation skills training and getting the best out of your patient access solutions (phone, email, SMS, online consultation). You can also talk to him about becoming more effective in the public sector, third sector and community interest arena.
Specialisms: Data-led insight, telephony, omni/multi-channel communication, strategic planning, project management, resource planning, demand and capacity modelling, performance management, reporting, customer service, process improvement.
or call Scott on 07590 608 890
