Case Studies

An Australian Federal Government Agency

Strategy, leadership and culture

Since 2004 we have been Strategy partners with this Agency, working to develop and improve the delivery of their service delivery to clients in Australia. This Agency has a brief to support and grow the number dollar amounts of Australian business exports around the globe. We are strategic business partners to the on-shore network.

The Brief

• Create clients who say this Agency really understands my needs, connects well and delivers for me
• Improve consistency and quality of client interactions and experience
• Improve Leadership capabilities around relationship skills, coaching and change management

The Response

• Change management support around Client Business System deployment
• Established National Practise strategy to transform
  • Work practices
  • Work tools
  • Client relationships
  • Client results and satisfaction
  • Client retention

The Result

• Our strategy contributed to client satisfaction increasing from 62% to 89% in onshore network in 1 business year
• Cultural scene set for next phase of transformation which is Journey to Export
• Deeper better customer connection, marketing and results
• We are still engaged by this client to continue to support and advise them