Case Study: a large logistics and services organisation improves customer service processes with PDMS

a large logistics and services organisation maps 29 processes in 6 weeks with PDMS

PDMS was engaged by a large logistics and services organisation to conduct a process review for its Customer Services team. The challenge was to deliver actionable value within a strict six-week timeframe before the busy Christmas period, requiring a focus on identifying key areas for improvement while working sensitively with the team.

The solution involved PDMS using its Blueprint Discovery service and the Double Diamond design process to facilitate workshops and create detailed Service Blueprints. PDMS delivered a comprehensive report with prioritized recommendations, identified a more suitable case management system, and provided the team with a roadmap for improvements, enabling them to offer a more efficient and effective service.