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Utilize a Shared Services Model for Customer Service Improvement


Are your customers receiving exceptional customer service and support when they call you? Implementing a shared services model can make all the difference when it comes to customer service improvement.

Houston, Texas: Chronos Consulting offers a unique approach in improving business results by providing dramatic returns on investment, for global, cross industry, private and public sector clients, especially when they have multiple stakeholders and are involved in complex political environments. This company offers a unique ‘co-venture’ model,whereby they partner with a client to identify the most pressing and pertinent business challenges. Then, they select the best way to improve business results in as short a time frame as possible, by channelling and transferring their extensive multi industry knowledge and experience, into tools, resources and self sufficiency that their clients can take advantage of, now and in the future. A frequently utilized (but highly customized) solution Chronos Consulting offers is a shared services model for customer service improvement and service desk support.

The shared services model is used by over 70% of the Fortune 500 and by over 50% of a growing number of public sector organizations across the globe. Top performing organizations report seeing cost savings ranging from 20% to 40%. It’s not uncommon to see operational cost savings up to 45%. It’s no wonder that since its inception over 20 years ago, it has become a very popular model for businesses concerned with economies of scale.

The cost savings alone are a strong rationale in themselves to implement a shared service model. Combined with improved process efficiency and customer service, the business benefits from shared services can be substantial. Here are five benefits of customer service and service desk support improvement, operating within the shared service model:

1. Significant customer service improvement, because of a faster response and higher quality offered.
2. Improved service desk support, due to process automation and higher competence in routine requests and tasks.
3. Customer satisfaction levels will rise. This will be seen with the better measures and metrics in place.
4. There will be an improvement in business processes, as these become more streamlined, simplified and efficient.
5. Shared services allow more time to be spent on strategic organizational focus and valued added services. Often this is due to the utilization of complementary technologies like ERP (SAP and Oracle) systems to aid the achievement of business goals.

In addition to these benefits, in depth research into private and public sector organizations who have implemented the shared service model for key business functions (Finance, HR, Procurement etc.) shows that as well as offering these cost savings, these organizations are becoming more customer-centric for both internal and external customers. This means that companies implementing shared services are gaining a high competitive advantage.

One financial services company that has already experienced Chronos Consulting’s expertise in customer service improvement, describes the benefits of implementation of shared services to their organization: “Chronos Consulting took on our organizational challenges as their own and helped our internal team climb up through preparing a case for shared services in 5 weeks, this got approved and then we allied that project with the SAP implementation. We averaged over 50% First Call Resolution and reduced overhead costs by 18% in the first year of operations. Imaad gave us more than our money’s worth and we would be happy to engage him in the future.”

If you would like to see these types of benefits for customer service improvement and cost savings, then consider hiring Chronos Consulting to see fast improvements in your business. Visit to look through our shared services model successes and discover how a partnership with Chronos Consulting will lead to change, profit and the overall growth and success of your organization.

More About Chronos Consulting:

Chronos Consulting is skilled in planning and executing complex, large-scale North American and global projects related to customer service improvement, service desk support, shared services strategy and execution, cross-functional and multicultural team building and organizational talent optimization.

Imaad Mahfooz is the Managing Principal of Chronos Consulting and has successfully managed projects in private and public sector shared services, SAP post production support, cross-functional team building, human capital management and global consulting. He has 15+ years global (Director-level Big 4, Fortune 500 & Global 100) experience and is proficient in consulting, training and team-building initiatives, especially in multi-stakeholder, politically sensitive and cross-cultural environments.


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