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Client case · DSV

Process flow, RACI and sales tool for new customers

DSV wanted to increase the satisfaction and retention of new clients with a new implementation process. In two months, three Student Consultant consultants designed a process flow, RACI and sales tool with input from all departments involved, and introduced the new process to the leadership teams.

Student Consultant DSV

Situation

Serving new customers better

DSV wanted to optimise customer satisfaction and the retention of new customers. To that end, student consultants from Student Consultant developed, with input from the organisation, a new process with a process flow, a RACI and a sales tool.

The first period of a client relationship largely determines whether a client is and stays satisfied. DSV therefore wanted to set up, manage and optimise a new client implementation process.

All departments involved needed to know what was expected of them, and sales needed to be able to estimate in advance which implementation track and implementation time suit a client.

How do you make sure new clients land well, with a clear process and clear responsibilities?

Approach

From interviews to a workable process

  1. Interviews with all departmentsJanuary 2023Interviews with all departments involved provided the input, which was translated into a workable new process.
  2. Weekly validationThe design was tested and validated every week with a project group of department representatives. This let the team work towards a solution in a structured way over two months.
  3. Process flow, RACI and SalesToolThe Visio process flow focuses on the process itself, the RACI model on responsibilities and the SalesTool on estimating the implementation track and implementation time.
  4. Workshop for leadership teamsFebruary 2023After a sparring session with DSV on content and introduction, the project team designed a workshop presenting the new process to the leadership teams.

Result

A workable new process

  • Process flowThe new process worked out step by step
  • RACIResponsibilities within the process set out
  • SalesToolInsight into the process to be followed and the implementation time

At a glance

  • Process flowThe new process worked out step by step
  • RACIResponsibilities within the process set out
  • SalesToolInsight into the process to be followed and the implementation time
Client case
DSV
Project period
January – February 2023

Project team

  • Fabian van Riesen · Project Manager & Consultant
  • Gijs van Grunven · Consultant
  • Zoe Reintjens · Consultant

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