Post Office Limited
CRM & Contact Centre Specialist
December 2003 – March 2004
Client: IS Development Director
Undertake a CRM study for the Post Office as part of a joint venture with Bank of Ireland to develop Post Office Financial Services. Review contact centre strategy and operations.
- Produce a CRM strategy and framework.
- Review of Post Office call centres with observations and recommendations.
- Review of new Home Phone product end-to-end business processes