© 2019 Trillium Solutions Group, Inc. | www.trilliumsg.com | All rights reserved.

SUCCESS STORY: A Major US Airline Engagement: Customer Experience

Trillium Helps Airline Improve its Customer Experience Using Analytics

Trillium was contacted by a large airline that beloved strongly in rewarding its employees for their performance. The company was spending a significant amount of capital on their reward programs and they were having difficulty ensuring that their funds were being well-spent, because their customers experience was not performing or improving at expected levels. Challenge: The client was not achieving its customer experience goals, despite having a highly engaged workforce. Management believed its investment into its workforce should be having a greater impact on customer experience.

Trillium’s client thrives on the paradigm that taking care of employees will lead to taking care of its customers. The organization expends significant resources on the employee recognition and rewards programs, and periodically reviews these programs for their effectiveness and cost. They were looking for a fast-track, analytical, and objective method of reviewing their employee engagement program and determine what could be done to have a greater impact on the customer experience. The results of the analysis could then be used to determine the client’s path for enhancing the impact of its programs.

Our Client A Major US Airline

The Challenge The Client was not achieving their customer experience goals even with an employee recognition and rewards system in place

How Trillium Solved It Trillium evaluated the current customer experience approach using Xpedition’s diagnostic assessment tool, and based on the findings, created modifications to the recognition and rewards program

Results Customer experience scores improved by a factor more than 15% year over year Improved customer experience increased the financial value of employee recognition Employee engagement increased with introduction of modified programs and rewards Faster time to value using scalable tools with a more accurate and complete understanding of the situation and solutions

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© 2019 Trillium Solutions Group, Inc. | www.trilliumsg.com | All rights reserved.

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SUCCESS STORY:

Transportation Firm Engagement: Customer Experience

Trillium Solution: An assessment of the customer experience was performed, resulting in the design and implementation of process and procedural changes, and technical enhancements to improve both the customer experience and the employee reward methodology The Client engaged Trillium to review and assess its customer experience service processes and technology and recommend a path forward. The analysis included:

• Using Xpedition’s proven assessment tool to quickly dive deep into customer service organization that provided specific insights into the organization and all the key factors influencing customer experience success

• Reviewing the results of assessment tool along with customer experience data to quickly diagnose issues and identify prescriptive action

• Analyzing how technology was supporting the client’s objectives

• Developing a roadmap supporting the go-forward approach to addressing the identified gaps using the results of Xpedition’s assessment

Outcomes of the assessment included:

• Identifying gaps and interdependencies across siloed organizations

• Defining standard baseline customer experience data for use going forward

• Identifying new technology tools that enhanced the customer experience

• Aligning the rewards and recognition program more directly to customer need/ expectations

• Streamlining processes and introducing training as needed based on the assessment scores

Results: A structured review and modification of employee rewards and recognition program to better align with desired customer focused behaviors resulted in increased satisfaction, added financial value, and updated processes and analytics Trillium’s Client was helped by proactively addressing the customer experience and modifying platforms, processes, and programs. Results included the following:

• Customer service scores increased year over

year more than 15% • The improved customer experience increased

the financial value of employee recognition • Employee engagement increased with the

introduction of modified programs and tools • Xpedition’s automated tool provided an

ongoing platform to quickly track progress and assess additional opportunity areas with increased confidence

The project allowed the Client to update its customer experience and employee rewards in a comprehensive, structured, and integrated manner with a sound foundation for the future.

About Trillium Trillium Solutions Group, Inc. is a professional services firm headquartered in Chicago that provides technology consulting and strategic sourcing services for industries such as trade associations, transportation, financial services, legal services, utilities, telecommunications, and healthcare. For more information, please visit https://trilliumsg.com/consulting/customer-experience

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