Project Management

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Use Brilliance for your next customer project

We specialise in a wide array of customer-related projects that drive customer trust, operational efficiency, and business growth.  Our expertise spans customer retention, communication, loyalty, service design, TCF (Treating Customers Fairly) and company-wide roll out initiatives.

Within the customer field, Brilliance manages projects in both:

  • Systems development
  • Process and culture change

Systems development project management

Your systems development projects could be suffering from some typical challenges such as scope creep, unclear requirements, resource allocation, or poor communication, or conflicting objectives to name a few.

Bringing in an independent project manager with experience in solving the specific customer-impacting problem the system aims to address, offers several benefits:

  • Problem-solving expertise to overcome the typical challenges listed above
  • Objective perspective to keep focus on project goals rather than internal politics
  • Enhanced communication to foster effective collaboration and bridge technical and business speak
  • Risk management to identify and mitigate risks early in the project lifecycle based on past experience.
  • Subject matter expertise to emphasise on business and customer needs more than technical features.

Process and culture change project management

We facilitate and manage projects to drive organisational change in processes or culture to positively impact customers.

Here’s an example:

THE NEED:

Our client, a group of companies offering various financial products, wanted to more effectively manage customer complaints and gain superior insights through them.

THE PROBLEM:

Due to legacy structures and acquisitions, the client had a very disjointed approach to complaint management.

THE SOLUTION:

We were asked to run the Complaint Optimisation project.  This included:  to create policy, standards, processes and complaint management

1.Establishing company-wide standards and policy

2.Agreeing and implementing efficient and consistent processes

3.Managing the training required alongside the new system to be rolled out

4.Evaluating additional training and setting up Train-the-trainer coaching programs

5.Ensuring brand-aligned communications (both internally and externally) and associated tracking and version control

THE RESULT:

Our client was astounded to uncover how many customer complaints it was receiving that had previously been “swept under the carpet”.

Employees were much more engaged and the improvement in the quality of complaint handling was complemented by both customers and business partners.

For the first time, this company had a holistic view and valuable understanding of the reasons and root causes of these complaints.  This gave them the insights required to prioritise service and product improvement projects.

Why choose Brilliance for your next customer project?

The best way to run a customer-related project is by having a project manager with expertise in customer trust, operational efficiency, and CX.  Choose Brilliance because added to this we have:

  • Proven expertise: Our strong experience in customer management and project execution ensures your projects are handled with utmost proficiency
  • Holistic approach: We manage both technical and organisational projects, providing a comprehensive perspective to your customer-related challenges.
  • Business focus: With MBA cum laude, we prioritise your business goals, ensuring that the project aligns with your strategic objectives and delivers measurable value.
  • Flexible engagements: Whether you need end-to-end project management or support for specific phases, Brilliance offers flexible engagement models to suit your needs.
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Let’s get your projects done

We’d love to discuss your project needs and ensure they are delivered timeously and within budget.

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