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Seeing a troubling pattern of customer defections, IKON Management
Services (IMS), the onsite services division of IKON Office Solutions,
Inc., implemented a full-scale business reengineering program to reverse
this trend: IKON Service Excellence.
The IKON Service Excellence methodology—a collection of over 200
tools and best practices—enables the company’s onsite field
personnel to provide a consistent and high-quality customer experience.
By directly impacting the customer experience, IKON Service Excellence
has increased IMS’s retention rate by 7% and reduced account cancellations
by 35%. It has also enabled the company to better communicate with its
customers and proactively innovate its business process.
This ITSMA Case Study describes five of the core areas IKON has revolutionized
through the IKON Service Excellence program:
- Customer analysis
- Implementation processes
- Operations and best practices
- All-star employee systems
- Customer strategy and communication
In addition, the Case Study outlines the success factors that have allowed
IKON to achieve truly outstanding customer results. |
