WE ALL KNEW WHERE THE PROBLEMS BUT THE DAEMON TEAM
WERE ABLE TO GUIDE US THROUGH THE BEST SOLUTION GIVING
US A FRAME WORK THAT REALLY WORKED FOR OUR TEAM
Ziggy Liaquat
Operations Director, Edexcel
EDEXCEL – PROMOTING CUSTOMER
ENGAGEMENT
DAEMON GROUP PUTS THE CUSTOMER AT THE HEART OF EDEXCEL
CHALLENGE
Following customer feedback that revealed issues
around customer service, Edexcel, one of the UK’s
leading examining boards, approached Daemon to
help them to develop a programme that would shift
their internal culture to focus more on customer
service and engagement. They knew this was vital
for their future business development.
Daemon Group – Case Study
STRATEGY
Although Edexcel’s concerns were primarily focused
on the standards of customer service received
externally, Daemon knew it was important to focus
initially on the perceptions of internal stakeholders.
By carrying out a combination of one to one
interviews and insight groups with employees at all
levels, current perceptions were investigated and
barriers that were affecting the service that was
being provided were identified.
Results of this research revealed where employees
felt they needed more support and where further
investment needed to be made, including financial
commitment and training.
RESULTS
Daemon worked in partnership with Edexcel’s
Learning & Development team to design and
structure an ongoing programme which would
support this cultural change and help focus
their employees onto providing excellent
customer service.
Milestones have been set and a framework is in
place to deliver against these business objectives.
Evidence shows that there has already been a
shift in the way projects are approached with the
customer being placed at the heart of everything
they do.