90-Day Service Infrastructure Sprint

We redesign the system, not the slogan.
We install ownership, one customer record across channels, a recovery playbook for refunds and broken promises, and metrics that measure resolution — not reply volume.
 
Rule we implement
If the task does not need empathy or judgment, automate it.
If the customer feels it, a human owns it.
Start after an Audit
Request a Service Infrastructure Audit
1

HOW IT FITS

  1. Diagnose — Service Infrastructure Audit 
  2. Fix — this sprint
  3. Equip — Operating the Service System

The Sprint follows the Audit. If you have not mapped the breaks yet, start there.

2

WHAT WE INSTALL IN 90 DAYS

  • One owner per issue type
  • One record of the customer’s story across channels
  • Recovery playbook: refunds, failed transactions, broken promises, missed SLAs
  • Automation rules: noise to machines, meaning to humans
  • Handoff map so the customer does not repeat themselves
  • Four to five metrics: time to resolution, repeat contacts, reopen rate, recovery completed, first-contact ownership

This is implementation. Governance, workflows, and tools — not a workshop series.

3

WHAT YOU GET

  • Working operating rules the team can use
  • Documented ownership and recovery paths
  • Metric set tied to resolution
  • Handover so the system does not leave with the consultant
  • Clear recommendation on whether the team programme is needed next

What this is not
Not training with a new name.
Not a bot project with no owners.
Not an open-ended retainer with no 90-day end.

4

HOW IT RUNS

Week 1–2: lock scope from the audit
Week 3–8: install ownership, records, recovery, automation rules
Week 9–12: measure, tighten, handover In-person from Lagos. Virtual worldwide.
5

WHO THIS IS FOR

Customer-facing organisations where service is busy and still failing: fintech, telecom, hospitality, healthcare, and growing SMEs.
 
If the problem is “staff need a mindset session,” this is the wrong product. Use the team programme after the system exists.
Request a Service Systems Consultation

Ready to Fix the System the Audit Found?

Start the 90-Day Service Infrastructure Sprint.

Or

Request the Service Infrastructure Audit first
 
Email: connect.us@servicecultureacademy.org 

WhatsApp: +2348099442214