• MSSBTA Staff

Case Study: Business Process Analysis Identifies Key Customer Service Insights

Client Detail:

The client is a Fortune 500 company, servicing B2B and B2C clients for trash, recycling, and special waste management needs. Headquartered in Phoenix, AZ, MSS Business Transformation Advisory (MSSBTA) has worked closely with Republic Services, with projects spanning the past 3 decades.

The Challenge:

The client had been in the middle of significant efforts for improving its customer satisfaction, retention, engagement, and overall “zeal”, in support of metrics like NPS scores across their customer portfolios. As part of these efforts, the organization launched targeted activities to better understand, define, and manage customers and their experiences with the company.

Our Solution:

In support of these efforts, MSSBTA was brought in to assist in understanding how the organization currently interacts with customers, as well as laying the foundation to redesign their business and technical processes to improve customer interactions. Specifically, this consisted of interviewing nine separate business stakeholder groups to understand and document current state business processes, focusing through the lens of interactions with customer contact information. These documented processes and key findings were then validated by the business stakeholders and updated for accuracy/completeness.

Their Results:

Based on this discovery process, key insights and business user perspectives were shared with team members and key stakeholders to socialize the current state and complexities faced by the business users. This information will then be used as the foundational components of future efforts to holistically develop the future state business and technical processes for improving interactions with customers.


  • Business Process Analysis and Documentation

  • Facilitation of Data and Process Discovery Sessions

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