RS Components: Transformation at pace 

Hear how RS Components delivered results to put the customer at the heart of its business and improve business performance through two key initiatives. The Voice of the Customer programme has been implemented across the 32 markets that RS operates in and provides an up-to-the-minute reflection of how customers are feeling. RS has used this feedback to turn around a negative customer experiences, as well as identify underlying opportunities to make a real difference to the customer experience. On top of this the UK team have taken on board feedback from their customers and undertaken a huge transformational project. Project Triumph included seven key work-streams including: resource vs demand, workforce management, customer journey, operational changes, email & live chat. With the customer at the heart of all decision making and changes made, the team are now set up to delight their customers at every opportunity.

Who should attend? This case study has great learning for anyone interested in actionable, end-to-end customer insight, using it to drive change and channel shift. It’s ideal for insight and customer experience teams, the significant resourcing changes will be of great interest to some planning teams and senior leaders will be interested in global working, incremental revenue and management of change.