From start-ups to mature companies. Each having their own challenges when it comes to balancing process-thinking and customer-oriented work. One may lack a clear objective. A matter of 'it is a good start, but how can we achieve sustainable growth?' Another may lack urgency: 'it’s fine like this.' And yet another may lack faith: 'how can we start moving and what direction should we take?'
These companies are often organised and structured to support the optimal customer journeys. They have an open culture, high flexibility and have a high involvement in the company objectives. These kinds of companies are often challenged with the processes not being solid enough in the face of strong volume increases. There is not yet a lot of experience in the company and its processes to prevent problems and the governance is often not yet sufficiently arranged. Vasco helps these kinds of companies structure their business processes without losing sight of the customer journeys and can professionalise the company’s governance if necessary.
These companies are generally doing well. They have a good balance between the business processes and customer journeys, a good NPS (Net Promotor Score: measures customer satisfaction), good cost management and a clear internal governance. The risk of being successful is that the necessity to constantly improve has become less urgent and is therefore perhaps not high on the agenda. This can then be a reason for the company to fair less successfully in a few years’ time. Vasco helps these kinds of companies structure quality programmes which can be used to constantly generate and manage improvement initiatives.
Companies with a lot of experience. They are truly institutionalised. Often also process-oriented. They are limited in their flexibility by the old products and systems (‘legacy’). The governance is often leading and thus not only supportive. This often has to do with the tension field between department objectives on the one hand and company objectives on the other. Vasco helps these companies structure customer journey programmes in collaboration with its partners to simultaneously change the internal culture and advises companies on how to set up a transformation programme to innovate old products and systems step by step.