Metrix offers advanced data-metering solutions to New Zealand's utility companies. We worked with Metrix on a change project to realign company culture with the needs of the customer.
While Metrix provided technology leadership and expertise, poor client satisfaction scores indicated that customer service and support needs were not being met.
Over a four-month period, TRACK co-led a CEO-sponsored project with the HR and Operations Director to facilitate a transition to a more customer-centric culture to deliver improvements in experience and performance.
To deliver the changes the business required, we:
Initiated an 'M Power' cross-functional team to take ownership of the change agenda and M Power awards.