Motability Operations Case Study 2015 - Ask Mo: how knowledge gives confidence with customers

Who should attend? This session is for you if you are looking to drive empowerment and a customer focussed environment. Whether in a leadership, quality or insight role, this session will cover the use of knowledge systems to support exceptional customer and employee satisfaction.

Learn from a knowledge management approach at Motability Operations that gives confidence, builds trust and supports effective conversations, getting it ‘right first time’ and optimising call length.

  • See how Motability Operations underpins their exceptional culture and customer satisfaction with knowledge management. 
  • Discover how easily  “Ask Mo” is accessed at the point of need, kept up to date and easy to use so it creates trust and confidence amongst front line teams
  • Understand how this helps get it right first time for customers and how rigour and flexibility are combined to create empowerment
  • Hear how the system is maintained and relied on by all levels of experience

An exceptional culture of emotional engagement exists at Motability Operations, delivering top-ranking customer and employee satisfaction scores. This is underpinned by the successful management of knowledge, which is easily accessed at the point of need, allowing issues to be resolved at the first contact and eliminating the need for skills-based routing. A highly skilled communications team keep information up-to-date and easy-to-use, ensuring trust and confidence. Instead of focussing on finding the right answer, what matters now are the behaviours that make the difference for customers. A blended approach uses a ‘virtual assistant’ (Mo) and interactive process maps. User adoption is exceptional and new entrants and experienced advisors alike rely on Ask Mo to do what is right for the customer on a third of calls; it’s easier than asking a colleague.

Site Visit Draft Agenda - 8th September 2015, Bristol

09:30 Arrivals and refreshments
Introduction to Motability Operations and our approach to Knowledge Management
Split into 3 groups and rotate around the following:
Communications team – managing the tools and approach
Site tour and operational meet and greet – listening in, speak to advisors
Using KM tools in Training & Coaching
Group rotation continues
Q&A Session and discussion around day’s learnings


To hear more about this Awards finalist at the conference or on a site visit please email or call 0333 123 5960.

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