When the Covid-19 pandemic landed on Singapore’s shores, and subsequently led to a Circuit Breaker, many businesses were badly hit. The management of Atelier Tang was worried and unsure of how to improve the company and minimise the pandemic’s impact on their business.

Business Strategy Development

We helped Atelier Tang with market research and customer segmentation to further define their strategic plans for business growth and expansion. Furthermore, we guided them with the development of short and long-term strategies, along with a Business Continuity Plan. Processes were also set up to monitor if the targets set for key processes and activities are met.

Customer Strategy

To boost customer experience, we assisted to identify their customer touchpoints and set up respective KPIs for each of them. In addition, we enhanced the flow of their customer complaint and feedback process after identifying existing issues. With our help, they are now more confident in the quality of service provided to clients.

Process Management

Another area we looked into was the reorganisation of their system for business operations. This led to higher accountability and transparency in the tasks handled by employees, and also ensured that they will abide by the regulations.

• Increase in overall customer satisfaction and improved experience along the customer journey.

• Recorded average growth of 6.3% over 3 years as compared to negative growth of 17.05% for fit-out industry.

• The duration to finalise a project after handover shortened to 1 month, instead of taking up 2 – 3 months.