Capacity Not Dependency: Digitising the CFW

Using a low-code platform we have redeveloped the three main tools within the CFW (the Interview Template Tool, the Demand Analysis Template tool and the Staff Activity Analysis Template) into online applications. With this platform we are able to get automated statistics and real-time dashboards which display the information and it gives the iESE consultant more time to spend on evaluation rather than data collation.

Digitising these tools also gives the potential for clients to licence these tools for their own use in the future. The iESE Way is to deliver capacity, not dependency on our services. This means we could train staff within a client organisation how to collect customer service data, such as logging customer service contact and how to categorise the outcome, to give us access to a much wider data pool than we can collect during the typical CFW timescales. Secondly, allowing clients to tap into these tools will allow them to carry out their own regular health checks on customer service performance.

Find out more about the Customer Focus Wheel at www.iese.org.uk/customer-focus-wheel