The appointment follows a detailed analysis of Solar Shop's operations by Excelior's consulting group and will involve reviewing and developing Solar Shop's key performance measures across various departments, standardising internal processes, reducing non value-adding tasks and optimising customer support processes.
Excelior also will assist in enhancing the company's sales and lead management processes, with a view to increasing call traffic and revenue.
'Solar Shop is already a leader in its field, but we are keen to leverage Excelior's expertise in customer contact optimisation with a view to further improving our existing operations at all levels,' says Solar Shop Chief Executive Officer Anthony Thornton. 'Our primary focus is on our customers, and ensuring we continue to deliver the highest standards of service to them by reviewing our processes and improving them so we can meet their needs as efficiently as possible. We chose Excelior because of its proven record in optimising customer support for both governments and major corporations around Australia.'
Excelior Chief Executive Officer, John Watkinson, added: 'We are delighted to be working with Solar Shop. Our experience indicates that most organisations can achieve operational improvements of 15 - 35% through customer contact optimisation, delivering cost savings and increased revenues by increasing efficiencies, productivity and customer satisfaction.
'Excelior has helped many organisations substantially improve their existing operations by systematically analysing their customer contact processes from end to end, identifying problem areas, and engineering custom solutions to ensure all processes are working to the highest standards and are aligned to their business goals.'