How one company decided to buck the sector norms through addressing customer retention rates

The outgoing Sales Director insisted that 30% churn was the industry norm, but the new MD thought differently, and saved the company!

  • Instead of targeting each dysfunctional department individually, we succeeded where numerous interim managers had failed by looking holistically at the problem and the solution
  • With poor data integrity from legacy IT systems, and disconnects between field sales, back office and operations, the solution needed to focus all functions to the customers needs
  • In just 2weeks our analysis provided clear information on the drivers of customer churn, resulting in an engaged leadership team focussing on an agreed action plan

Over 2 years on, customer churn is half that of all this companies’ competitors, and the leadership team continue to drive the business forward using the methodology developed with Applied Acumen.

£40M turnover, national service company with 19 depots, 350 technicians in vans, 40,000 accounts.

“You know I wouldn’t say this unless I meant it… but you guys saved this company”
Managing Director