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Cloud

Experts in cloud migration that drives enhanced business operations. This is your path to positive digital transformation.

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Maximising efficiency and driving results. Read more about how we transform organisations for success.

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& Change

Navigate change with confidence. We will work with you to build human-focused approaches in driving impactful change.

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& Culture

Cultivating leadership, shaping culture. Roberts Group Consulting understands the lasting impact of empowering leaders.

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Learning

Unlock potential through learning. We ensure organisations stay ahead with their right people capabilities.

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Drive sales and ignite growth. Your path to high performance

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Precision in project delivery. Roberts Group Consulting has seasoned management experts for projects of all sizes.

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who we are

Who We Are

Why work with us?

The rapidly changing world is your biggest opportunity. We help leading organisations succeed with their most critical change initiatives by unleashing human engagement to unlock business.

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Case Studies

Our Latest Case-Studies

Unilever

Building capability to grow sales, reduce attrition and increase engagement

GLOBAL CONSUMER GOODS COMPANY

GLOBAL MARKET RESEARCH & DATA INSIGHTS COMPANY

Building the sales organisation of the future to accelerate growth and improve capabilities

GLOBAL MARKET RESEARCH & DATA INSIGHTS COMPANY

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Case Study

One Centralised Platform for Consistent Customer Service

Driving a consistent and simplified customer experience across 52 markets and 16 contact centres

One Centralised Platform for Consistent Customer Service

Client:

WORLD’S LARGEST MANUFACTURER OF COMMERCIAL VEHICLES

With over 94 years of history, the company is one of the biggest producers of premium cars and the world’s largest manufacturer of commercial vehicles with a global reach. Its business model focuses on innovative and green technologies as well as on safe and superior automobiles that appeal to and fascinate our customers, making it one of the world’s most successful automotive companies.

19 Oct 2023

Client:

WORLD’S LARGEST MANUFACTURER OF COMMERCIAL VEHICLES

date:

19 Oct 2023

The Brief

Key Challenges

Lack of consistent customer services standards around the world – >50 countries and 16 customer contact centres
Multiple, dated systems required for customer service providing a sub-optimal employee experience
Lack of integrations between locations e.g. contact centres, HQs, Dealerships etc, negatively impacting customer experience and reducing resolution times

Our Solution & Strategies

One, single platform for after sales customer care integrating CRM, telephony, data insights and dealer management
Single global way of working
Improved workflows between locations, for escalations and for task management / assignment e.g. to dealers
Automation and reduced clicks
Integrated change management and engagement plan for global implementation

Impact & Results

52 markets, 16 call centres and 2500 agents full onboarded
Reduction in number of IT helpdesk tickets during hypercare period and post go-live
Improved employee satisfaction
Reduction in query resolution time by 10%
Reduction in cost to serve driven by simplification of application structure

Solution & Strategies

One, single platform for after sales customer care integrating CRM, telephony, data insights and dealer management
Single global way of working
Improved workflows between locations, for escalations and for task management / assignment e.g. to dealers
Automation and reduced clicks
Integrated change management and engagement plan for global implementation

Impact & Results

52 markets, 16 call centres and 2500 agents full onboarded
Reduction in number of IT helpdesk tickets during hypercare period and post go-live
Improved employee satisfaction
Reduction in query resolution time by 10%
Reduction in cost to serve driven by simplification of application structure

Key Challenges

Lack of consistent customer services standards around the world – >50 countries and 16 customer contact centres
Multiple, dated systems required for customer service providing a sub-optimal employee experience
Lack of integrations between locations e.g. contact centres, HQs, Dealerships etc, negatively impacting customer experience and reducing resolution times

Solution & Strategies

One, single platform for after sales customer care integrating CRM, telephony, data insights and dealer management
Single global way of working
Improved workflows between locations, for escalations and for task management / assignment e.g. to dealers
Automation and reduced clicks
Integrated change management and engagement plan for global implementation

Impact & Results

52 markets, 16 call centres and 2500 agents full onboarded
Reduction in number of IT helpdesk tickets during hypercare period and post go-live
Improved employee satisfaction
Reduction in query resolution time by 10%
Reduction in cost to serve driven by simplification of application structure

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