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Looking Into Holistic Growth
Looking Into Holistic Growth
- Business Strategy Development
- Customer Strategy
- Human Capital Consulting
- Process Management
Crestar Enterprise is the sole distributor for Crestar ceiling fans in Singapore, which offers a wide range of high quality fans and related accessories. With multiple awards under its belt as well as the Safety Mark and bizSAFE Level 3 accreditation, Crestar Fans has grown to be one of the top brands in the ceiling fan industry.
As Crestar expanded their services to serve consumers apart from businesses, there were opportunities lost and increased complaints due to the lack of a proper customer management system.
Moreover, there was no proper workflow to guide the operations department to cope with demands of this new segment of customers. This resulted in product installation appointments being delayed or missed out, which affected Crestar’s reputation as well as cost them additional time and money.
Business Strategy Development
While it is important to set targets and achieve them, the overarching plan should always be kept in mind. We established a Work Plan Monitoring Table for the team to monitor and manage the progression of their short and long term strategy plans effectively.
Customer Strategy
To gain a deeper understanding of Crestar’s customers, we worked together to establish the Customer Mapping Framework for both B2B and B2C clients. During the process, we recognised the need to improve service standards at the various customer touch points. Hence, we assisted them to set up a structured complaint management and service recovery system. This has helped to smoothen the overall customer experience and ensure contractual standards are met.
Human Capital Consulting
Through a survey, we assessed the level of employee satisfaction and engagement. From there, we identified possible improvements to be made.
Process Management
By setting up SOPs for key processes from Sales to Logistics, we streamlined Crestar’s workflow and boosted their operational efficiency. We also recommended the adoption of various software to help them embark on digitalisation and better manage the different departments.
- 8% additional sales were generated through their online sales platform.
- Stock accuracy of products increased from 70% to 85% upon workflow changes.
- Process efficiency improved by 5 – 10% after adoption of various software.
- Better allocation of resources led to 10% more product deliveries made.