We believe that great customer service is a function of design and structure, not intent. So Mecanix focuses on designing and building the most effective structure behind our clients’ service operations – improving people, business processes and the technologies used to serve customers

Our approach is practical. We make a point of looking at business from a customer’s perspective – examining each customer touch point for improvements that could make a real difference to the quality and predictability of service. We focus on opportunities that earn quick results and build momentum for longer-term improvements

1 Plan
By understanding your current position, learning about industry challenges and uncovering potential opportunities, Mecanix will help you envision the future of your services operation. This stage is crucial in setting the tone for the success of the project and right from the start, we involve the people who will be most impacted by decisions at this stage.

2 Design
Working from the vision we determine what steps you need to take at what time in order to build toward your dream operation. During this phase we design new business processes and workflows, identify skills and resources, or new technology systems that you might require, in addition to budget requirements..

3 Implement
During implementation, the most important thing to do is prepare people for change, and engage front line people in participating in the implementation. We train on new systems and new processes and allow people to provide feedback the entire way through so that changes have real buy in from the people it is designed to help.

4 Monitor
The process of creating great customer service organizations should never really ‘end’. Mecanix will create a culture within your service operation that permits and fosters continuous improvement and change. Constant attention to customer satisfaction metrics can inform your decisions about next steps.