Implementing on-line ordering and billing processes at Royal Mail
Royal Mail, UK ‘s postal operator, wanted to re-engineer its ordering and billing processes and introduce an on-line solution for 25,000 business customers. This would transform the way in which it did business with customers and eliminate the manual processing of 8 million paper dockets each year.
The change programme impacted over 30,000 Royal Mail employees and 70,000 customer posting sites across a wide range of functions. PA Consulting Group (PA) was asked to support change management as part of this complex programme. We project managed the development and delivery of training to ensure that over 1,000 sales, operations and finance staff were fully trained on the new customer relationship management system before the system went live across the UK. We then supported the £1M communications and migration campaign to ensure the business and its customers were ready for the change being implemented and aware of the timescales involved.
Through the successful implementation of the programme, Royal Mail has benefited from lower processing costs, less revenue lost due to paper dockets going missing, and higher customer satisfaction by making it easier to do business with them.
To find out how our change management specialists can help your organisation please contact us now.
PRINT
EMAIL
TWITTER
LINKEDIN
FACEBOOK
FEEDS