Ceridian
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Service Delivery Innovation at Ceridian
Ceridian provides its corporate clients with human resources, payroll, and benefits administration services, and serves as the first line of contact for client employees who have HR-related questions. In many instances, it also serves as the clients' HR department.
Although strong operationally, Ceridian lacked the insight into customer needs that would enable it to create a distinctive brand for quality customer care. Working with Strategyn's Outcome-Driven Innovation methodology, the company was able to develop a detailed set of best-practice service standards and process flows that improved their offerings.
By better understanding critical customer outcomes, Ceridian improved its service reliability and customer satisfaction at critical touch points in the outsourcing service relationship. As a result, it’s Net Promoter scores from clients who have used its improved offerings have risen 27 percent.
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