ROI Projects
About
Since our Inception we have delivered 56 ROI projects, helping organizations enhance efficiency, boost revenue, and optimize costs. Our tailored solutions have empowered businesses to achieve measurable improvements in productivity, customer engagement, and operational effectiveness. From streamlining sales processes to driving leadership transformation, each project reflects our commitment to delivering tangible business impact.
Our ROI Projects
CRM and Customer Service - Realty Client
Context
The real estate arm of one of the largest national conglomerate, was working towards growing their profitability through loyal customer base and customer experience.
As a strategic move in this direction, the organization want to enhance customer experience from the post sales to possession touch points. As the champions of post sales customer touch point, CRM and Facilities Management team, were to be upskilled in the following areas:
• Identify essential elements of customer service in creating customer delight.
• Create standard processes and self-guided tracking mechanism, for customer facing representatives, to increase the early stage account recoverable.
• Fine tune SOPs and provide feedback to cut down error rates
• Instill ownership towards customer satisfaction to enhance customer loyalty scores
Offering
In partnership with client a customised solution was evolved, which consisted of the following:
• Context Study
• Process review and (re) creation
• Manager orientation
• Learning Series
• Outside the Classroom Implementation
• Implementation evaluation
• Success Confluence
Results
Throughout the learning path the participants were tracked on the key measures agreed, the following achievement were signoff by the client as the outcome from the initiative:
• Increase in referrals substantially by 200%
• Collection improvement for 45 days’ time lag improved by 10%
• Documents error went down from 4% to 1% (measured for a sustained period of 4 months)
• Positive Impact on customer satisfaction score & loyalty scores internally measured in the organization annually (2 months from completion of the initiative)
The project not only created tangible results, but also enabled a sustained culture in the organization by upgrading the systems and processes pertaining to customer experience.
Communication and Accountability - Technology Client
Context
A technology giant which specializes in internet-related services and products, had seen tremendous growth through diversified web portal and numerous acquisitions. The organization wanted to enhance the communication of their Global HR team who works with internal stakeholders, external partners and prospective employees to create a seamless experience. The objective of the initiative was aimed at increasing internal net promoter score, partner / associate stickiness and hit rate number of talent acquisition.
The objective of the initiative was to achieve the following:
• Enhance the communication ability for clarity and accountability
• Reduce the turnaround time and, back & forth in conversations
• Expectation mapping & fulfilment with internal stakeholders
Offerings
Fourth Quadrant developed a sustained learning path, which consisted of the following steps:
• Pre-program assessment
• Debrief to the Assessment
• Learning Series
• Live call and email audits
• Coaching session
• Success Confluence
• Post Program Impact Analysis
The following is a compilation of the successes from the project that the organization received:
• A total of 3-man days per quarter was saved through accountability conversations.• Increase in 32% first time right communication which resulted in faster acceptance ratio of offers.
• 5% increase in hit rate with potential employees.
• 30% enhancement in candidate response ratio (Quarter on Quarter)
Customer Management Strategy, Influential Communication and Presentation - Reinsurance Client
Context
The south east asian arm of a top 5 global reinsurer wanted to develop their leadership and senior management team’s ability in the space of customer management strategy, influential communication & presentation and pitch. One of the prime responsibilities of the leadership and senior management team included managing profitability through multi-billion deals, by
creating in roads with leaders in Insurance Companies. The organisation intended to achieve the following:
• Enhance influential communication which enables customer acquisition & retention
• Create effective product & services pitch, aimed at increasing wallet share
• Get stakeholders and technical buyers to be on the same page through strategy and communication for sustained business.
Offering A customized solution was evolved in partnership with the following contains:
• Context Study & Content Customization
• Pre-program activity
• Learning Programs
• Coaching for Implementation
• Success Confluence
Result
The following summary of achievements is based on the out of classroom reports and success meet presentations shared by the participants. Though the results are tangible, due to confidentiality the indicatives areas of results have been outlined in this document without specific numbers & amounts:
• Signing for strategic contracts through the learning approach from the program
• Higher hit rate in client’s conversations for value add services
• Strengthened influencing ability in client situations relating to financial transactions and process implementations (TATs).
• Reduction in selling cycle & touchpoints for follow up
Capability Development - Telecom Client
Context
An International pioneer in telecommunication which operates in Africa with strategic partnership, wanted to conduct a capability development program for their L & D professional in the organization.
With a focus on driving ROI approach to learning, the organization wanted to focus on the following objectives for the intervention:
• Learn the ROI approach and map it to learning initiative lifecycle
• Understand framework for all key stages of Learning interventions
• Explore tools and techniques to enable seamless execution of learning paths
Offering In partnership with client and detail discussion during training need,
Fourth Quadrant formulated a customized solution which consist of the following:
• Context Report Study
• Assessment and Development Goals
• Learning Series
• Coaching Sessions
• Data Analysis and Feedback
• Success Confluence
Results
Based on the learning implementation document sent by the participants, the
following is the consolidated areas of impact
• Increase in average sales volume by 300% by ROI based learning path for
sales professionals (sample group study of 20 participants)
• Escalation reduction by 30% for the customer service managers through
structured behaviours based interventions (internal data analysis)
• Minimum of level 3 impact by 70% participants of the learning group
Our Process
Using ‘BID-for-future’ conversations with leaders, we create structured solutions with milestones to achieve business outcomes. Typically, a solution involves people and process alignment along with execution rigor to reach the strategic outcomes.
Impact Created
Our clients have received a minimum of 400% return on documented consulting projects*.
*Actual results might vary based on project context.
Our Solutions
Contact Information
If you are looking for customised, scalable and sustainable solutions for your enterprise, connect with us right away.
Mumbai: 611, Goldcrest Business Park, Lal Bahadur Shastri Marg, Ghatkopar West, Mumbai,
Maharashtra – 400086
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Contact Information
If you are looking for customised, scalable and sustainable solutions for your enterprise, connect with us right away.
Your details are kept strictly confidential as per our Privacy Policy.