10% more customers
A leading Premier League football club was expanding its stadium, increasing capacity by 10%.
Office space was restricted, and couldn’t extend to match this growth.
The club therefore needed to grow the capability of their team to match this increased demand.
They also wanted to use this opportunity to make further improvements to their customer experience performance.
Three projects were used in combination by OEE Consulting to empower their people with new skills and approaches to problem solving, with training tailored to meet the club’s specific needs.
A greater fan experience
Despite the increased demand due to a larger stadium, customer experience was improved. In particular, the average email response rate was reduced from over two days to less than one day.
The Process User Groups also delivered membership pack and website registrations improvements equivalent to the work of two and a half full-time people.
There were broader improvements for the whole department with a new clarity for daily allocated duties and engagement in team based problem solving.