Raet showed good margins, yet underserviced its clients as shown by an important number of client complaints.
After being purchased by a major private equity fund, Raet embarked upon the implementation of a new Value Creation Plan yet faced a challenge to get it executed.
We launched and managed a company-wide Lean transformation focused on putting the customer back at the center of their activities whilst delivering significant cost savings.
Nova Reperta guided the Lean transformation from start to finish: we conducted a diagnostic and translated it into an implementation plan that we executed together with our client. In the lead at first, and taking a coaching role once the organization was able to carry it forward themselves.
The entire company was transformed, department after department: HR Outsourcing Services, Payroll services, Administration, Customer Service & Sales, Product Development.
We also supported the setup of a customer satisfaction driven framework to support sustainable continuous improvement.
✓ Redesigned customer service management (SLA definition and follow-up).
✓ Improved connection with customer (tooling, service offering)
✓ 17% cost reduction in back-office and servicing