Service Journey
Summary
Onyx Centersource set out to redefine their Operations department with a more customer-centric approach, but they lacked a clear picture of their existing service journey and its pain points.
Once the current state was clear, the next step was optimization. I provided specific recommendations for each step in the process to save time, reduce friction, and make life easier for both employees and customers.
The result was a comprehensive playbook that clearly outlined where improvements could be made and what outcomes to expect. Onyx now had a clear, actionable plan to reduce friction, improve operational efficiency, and deliver better service experiences for their customers.