Activity Management & Performance Optimization
The Challenge
When I took over this new technical service line (Internet Access), customer satisfaction was at 65% and the average call handling time was 35 minutes. The team lacked structure, processes were inconsistent, and call volume was already growing faster than the team could absorb.
The client needed rapid, measurable results. The stakes were clear: without a quick turnaround, the contract would not expand.
The Solution
I took on full management responsibility and rebuilt operations from the ground up:
- Team Restructuring: Redefined roles, individual targets, and processing protocols to give every agent a clear framework to work within.
- Performance Tracking System: Built a real-time monitoring tool covering satisfaction scores, handling times, and call volumes, giving both the team and the client daily visibility.
- Individual Coaching: Introduced weekly one-on-one feedback sessions, turning quality metrics into concrete, personal improvement actions.
- Scope Extension: Results were strong enough that the client entrusted us with all technical support levels, expanding from Level 1 to Levels 1, 2 and 3.
The Impact
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Logistics Expansion & New Eco-Friendly Delivery Mode
The Challenge
In medical equipment rental, delivery speed is not just a competitive edge. It's a human necessity. The existing model relied on standard carriers, making same-day delivery impossible and leaving clients without critical equipment when they needed it most.
Scaling to 14 new cities required a full rebuild: sourcing local partners, negotiating pricing agreements, and building a commercial strategy to make the network financially viable from day one.
The Solution
I built this delivery network from scratch across 14 cities in France:
- Partner Sourcing: Identified and negotiated pricing agreements with 14 local logistics providers, one per city, prioritizing eco-friendly last-mile operators.
- Same-Day Delivery Launch: Structured and launched a guaranteed same-day delivery service, a first for the company.
- Commercial Strategy: Deployed a dedicated sales push to drive adoption of the new delivery mode, directly tied to volume growth targets.
- Network Performance Tracking: Built a monitoring system to follow delivery reliability, partner performance, and rental volume per city.
The Impact
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