about 20%
lower staffing
while handling the same contact volume
CUSTOMER OPERATIONS
When a difficult operational issue needs more time than your team can spare.
REM Consulting helps leadership teams identify operational problems, test important decisions and make change work in practice.
Explore the servicesResults from Roger's previous roles
about 30%
higher sales performance
following changes to operational and commercial management
under 120 sec
queue time
after turning around a critical delivery
50%
fewer call transfers
with average handling time unchanged
These outcomes were achieved in earlier roles. They are not REM client projects or promises of future results.
See the experience behind the numbers01
Three ways REM can help
We start with the problem you need to solve. Before any work begins, we agree on the scope, the outcome and who is responsible for what.
- 01 Understand the issue. Identify what is driving rising costs, staffing gaps, service problems or poor partner performance.
- 02 Pressure-test the decision. Challenge the assumptions and risks before investing in a system, changing an outsourcing arrangement or launching a major initiative.
- 03 Deliver the change. Give a defined change initiative the leadership and follow-through it needs.
02
WFM reviews and interim leadership
A WFM review looks at the gap between demand, forecasts, staffing and service performance. It typically takes four to six weeks.
Interim is different. I step into a temporary leadership role when you need someone to run the operation, not just review it.
03
Experience behind the advice
REM Consulting provides the services. My experience in operational leadership is what I bring to each assignment.
I have spent more than 20 years leading customer operations, both with outsourcing providers and on the client side. My previous responsibilities include teams of up to around 450 people and P&L responsibility of up to SEK 180 million.
The results below are from my previous leadership roles, not REM client projects.
04
Start with your situation
Tell me what is not working, what decision you are facing or what needs to be delivered. Then we can decide whether a focused assignment would help.
What do you need to move forward?
Tell me about the situation. We can take it from there.