DIAGNOSE
Service Infrastructure Audit
An independent picture of why service looks busy and still fails.
We map where customers repeat themselves, who can actually close a case, which work should be automated, and which work must stay human.
You leave with a written 90-day roadmap.
Clarity precedes transformation.
You leave with a written 90-day roadmap.
Clarity precedes transformation.
Signature offering
Global · In-person & virtual
The Service Infrastructure Audit™
HOW IT FITS
- Diagnose — this audit
- Fix — 90-Day Service Infrastructure Sprint
- Equip — Operating the Service System
Phase 01 WHAT WE LOOK AT
- Repeat-contact points — where the customer restates the issue.
- Ownership gaps — who can close the case.
- Recovery failures — refunds, failed payments, missed SLAs.
- Automation that deflects instead of resolving.
- Metrics that reward replies instead of resolution.
- Frontline load that produces delay and rudeness.
Phase 02 WHAT YOU GET
WHAT YOU GET
Not a sales meeting disguised as research.
Not a one-day workshop.
If training will not help until ownership is fixed, we will say that.
- Findings brief in plain language
- Priority map of the breaks costing you customers
- What to automate vs what a human must own
- 90-day transformation roadmap
- Recommended next step: Sprint, team programme, or fix internally
Not a sales meeting disguised as research.
Not a one-day workshop.
If training will not help until ownership is fixed, we will say that.
Phase 03 HOW IT RUNS
Discovery call → scoped audit (about 2–3 weeks) → readout and 90-day plan.
Same audit for fintech, telecom, hospitality, healthcare, and SMEs. Sector examples change. The product name does not.
- Clear service score
- Key risk areas
- 90-day action roadmap
- Leadership alignment
- AI & automation review
Individual assessment tools
AFTER THE AUDIT
Operating the Service System comes after the system exists.
- Service satisfaction surveys
- Service assessment for SMEs
- Service experience audit
- Internal service assessment