Exceeding expectations at a leading financial group
To meet the expectations of international high-net-worth visitors and callers, a leading European banking and financial group wanted to deliver exceptional customer experiences. The company also sought a multi-lingual solution that was flexible enough to meet its rapidly changing needs.
ISS provided a comprehensive front of house solution that embraced the group's operations in London and across the globe. Our solution included:
- successfully implementing a five-star front of house service that involved managing meeting rooms
- created a new VIP escorting service that delivers a highly personalised level of attention
- helped combine multiple switchboard services into one centralised team
- brought switchboard reservation teams together to deliver a more flexible, cost-effective and consistent service
- extended the service to other London sites
- operated flexibly in closing two sites while finding employment for affected employees at ISS.
The contract has proved so successful that our team has grown from six people at one site to over thirty across eight locations. Our solution has:
- delivered consistently exceptional service
- added value to other areas of the client's business
- achieved up to 93.5% meeting-room utilisation
- reduced costs by centralising switchboard operations
- secured a flexible, cost-effective and consistent service by combining switchboard and reservation teams.