| Sherforce Communications
In 2004 Shergroup’s enforcement brand,
Sherforce, was creaking at the seams with
communications from clients. It was suffering
from severe delays in responding to those
communications and needed to design a robust
system to manage incoming communications
and outgoing responses whether by mail,
fax or email.
The Challenge
The type of communications which Sherforce
must handle takes a variety of forms and
can create the need for very individual
responses.
The challenge was compounded by the numbers
of communications and the need to deliver
a response quickly to the clients.
The Solution
| • |
To start with all the different types
of category of communication had be
understood, mapped and documented. Each
type of communication created its own
set of outcomes |
| |
|
| • |
Once all the processes were understood
it was necessary to define all the accompanying
process documents, as each communication
created a different type of response |
| |
|
| • |
The process for each type of communication
then needed to be documented and included
in the overall Sherforce Operating Process
Manual. From this Manual team members
have been trained and new and improved
ways of working have been developed |
| |
|
| • |
All types of incoming communications
into Sherforce are now logged, and all
responses to any piece of post are recorded |
| |
|
| • |
Communications are batched by category
and worked in a systematic process to
ensure maximum productivity from team
members |
| |
|
| • |
A communication which needs a non-standard
response is escalated to a more experienced
team member so as not to cause any delay
in the handling of standard communications |
| |
|
| • |
Any post which cannot be actioned
is returned to the manager for evaluation
and review. Constant training on the
various types of communication means
today very little post cannot be answered
by team members |
| |
|
| • |
As part of the entire communications
management process, quality control
processes are designed to ensure quality
is maintained and the integrity of the
system is achieved within self-imposed
strict service levels |
The Result
As a result, Sherforce has been able to achieve
an impressive score on turnaround times in
responding to all its communications thus
quickly disposing of cases, and giving clients
an unparalleled level of service in the court
system. Currently 95.75% of communications
are handled within a service level turnaround
of 24-48 hours. |
