Rated People
The Challenge
The Solution
Rated People sought to evolve their Customer Growth and Retention function to align with their next stage of growth. They aimed to optimise churn management, realign their team for greater efficiency, and transition to a more cost-effective, high-performing model to drive sustained success.
Without a dedicated leader in place to guide the process, they needed an experienced external partner to assess the optimal team structure, navigate the complexities of change, and ensure the transition supported their people’s growth and job satisfaction.
Intensive discovery - using interviews, workshops, and data analysis to understand churn and performance drivers.
Assessment - team roles, skills, and responsibilities, to identify gaps and realign resources to better meet business priorities.
Collaboration - with operations to support the development of a scalable, digital-first approach to streamline customer enquiries.
Digital Evolutions
Re-organised & Empowered Team


Enhance the experience,
see the growth
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