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www.budd.uk.com

    

Budd implements world class processes that operationalise fantastic customer experiences whilst saving up to 80% of the operating budgets. We call this strategy "The Best Service is No Service"

The processes reduced contact rates by 77% and won the American Customer Satisfaction Index top score when first used in Amazon. These processes have been replicated and developed so that many companies are making similar gains. For example one of banking clients has doubled in size whilst reducing contact rates by 80% over 4 years, allowing them to focus on growing revenues not infrastructure.

Our shared passion is "How do we stop doing dumb thingsto our customers and our people?"

   
 

Budd focuses on removing, at root cause, the dumb things that happen to customers . We do this by implementing world class processes that were originally used at Amazon and have now been used in many companies worldwide.

We provide global thought leadership and pragmatic ways to get processes working.

The change is that managers manage differently and according to feedback from customers and front line staff.

Frontline staff are motivated by being able to see their knowledge of customers being systematically used by management to remove frustrations, to identify opportunities and to understand competition.

The operating budgets can be used to focus on increasing revenues, not coping with demand.



Budd is a combination of experienced directors, managers and consultants with strong delivery skills and pragmatic experience of running businesses, contact centres and multi-channel operations across several market sectors, including financial services and telco.

Budd focuses on making things work. Including

  • Operationalising "The Best Service is No Service"

  • Increasing performance of sales and contact centre operations

  • Putting the value of management information into action through performance management and customer analytics


    • We are experienced in developing collaboration between our clients and their suppliers and outsourcers so that they are able to deliver outstanding services to customers,in-country, through regional operations across Europe and offshore.

    Budd's people are passionate about:

  • Creating fantastic experiences for customers
  • Creating great places to work
  • Driving action based on quantified information

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    As well as implementing the Skyline and WOCAS processes, our people have deep experience of managing customers and customer projects. For example:

    International Telecoms
    Global comparison study of best practice in operations and marketing in group companies

    European Car Hire
    Profit mapping of customer base for implementation into new business model. Pan European contact centre operations consolidation

    Mobile Telco's
    Several business start up programmes including designing and building contact centre technology and operations

    Outsource start up businesses
    Strategic and infrastructure advice for a number of large scale outsource start ups

    UK Financial Services
    Several UK financial services projects including:

  • Development of retail telephone banking operations
  • Business case for new customer channels
  • Process improvement programmes


    • UK Insurance Industry
    Organisational design and development of new service based culture
    Business redesign programme audit and review

    UK Life and Pensions
    Implementing performance management in contact centre operations; business change programme and new business model rapid new business development
           
         
       

    Since Budd was established in 2001, some companies that we have worked with include: 3, Avis Europe, Aviva, AOL, Axa, BAT, BBC, C&W, Churchill Insurance, Delta Airlines, DHL, HBOS, HSBC, Ingenico, Irwin Mitchell, Leaseplan, Linx, MCI, Microsoft, Norwich Union, Orange, Prudential, RIAS, Severn Trent, Ten, Vertu, Vodafone, WorldPay (RBS)
           
         
       

    Peter Massey
    Managing Director
    Budd UK Limited
    8 Percy Street
    London
    W1T 1DJ

    t: +44 7802 793 515

    e: peter.massey@budd.uk.com
    w: www.budd.uk.com

     

    		  

     

     

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