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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.
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