Select Page

Case Studies / Quality Monitoring

36% Improvement in Post-Sales Process Issues Drives Revenue Generation

Financial Services

Scope

  • Northridge provides Quality Contact Monitoring (QCM) services for one of the largest U.S.-based technology firms. The firm required significant improvement in its post-sale customer satisfaction.
  • Northridge designed and implemented a program which identified and resolved issues during the sales process that created the poor post-sale customer experience.

Results

  • Northridge provides monthly feedback to the client’s management team. Our reporting includes the following “Sales Clarity” issues:
    • Warranty/Concierge services billed for but never ordered
    • Virus Protection Service not authorized
    • Promised no-interest promotion never applied
  • From Year 1 to Year 2, the number of Sales Clarity issues decreased by 36% overall, enabling improved revenue generation.

A Tailored Approach For Every Consulting Service

At The Northridge Group, we offer solutions to your most complex business challenges. With a robust suite of consulting services, we can help you in any or all of the following areas:

Talk To Us About Your Organization

With experience across nearly every industry, non-profit, and governmental agency, we have the team to help you grow.

Let’s start a conversation