your high-performance solution partner · develop srategy aligned to your vision design policy to...

03301 330 [email protected] www.reachconsult.co.uk

Your high-performance solution partner

Giving you the ultimate competitive edge

REACH Consult is a full business consultancy, trusted advisor and outsourcing partner delivering value to companies of all sizes across the UK.

We offer advanced management solutions, with practical approaches that optimise performance and provide tangible results. The level of cover available ranges from remote

support all the way through to working within your organsiation or running your back office completely from our headquarters.

Whatever your need, we work with you so you can achieve operational excellence.

As agents of change - we deliver

REACH Consult Core Values

Integrity Agile Progressive Collaborative

REACH Consult PrinciplesHow we partner with you

espond with a practical, realistic approach - initiate and plan

ngage with all stakeholders - collaborate and do

chieve what we set out to do - analyse, measure and improve

hange your business - deliver and realise

arness your full potential - transition and sustain

Why REACH Consult

We are a team of highly qualified senior business professionals and industry experts with significant public and private sector experience.

With an exemplary and proven track record in creating value for our clients, we have worked across multiple industries. Our knowledge is vast having delivered consultancy and full outsourced support services to a wide array of clients, addressing a broad spectrum of strategic, operational and financial challenges.

Our network of specialist consultants offer knowledge, maturity and experienced judgements. They understand and deploy the latest developments and innovations, always applying lean thinking principles.

We become partners in your business. We are with you every step of the way, creating value and giving you the competitive edge.

REACH ConsultOur service offering can be tailored to suit you

We deliver services which are

ExpertConsulting and advising at all levels of service

Outsource ProviderDelivering services on your behalf allowing you to concentrate on what really matters to you and your core activities

PartnerWorking with you to implement and embed transformation

StrategicCreating ExcellenceWe work with you to develop your strategy

TacticalEnsuring EffectivenessWe support you to turn your strategy into policy

OperationalDelivering EfficiencyWe assist in lean and creative processes

We can become your

Develop srategy aligned to your vision

Design policy to achieve your strategy

Create lean processes to adhere to your policy

Implement lean processes to drive

efficiency and compliance

Support you to apply policy and achieve

compliance

Embed your strategy to realise your vision

Ongoing strategic development on your

behalf

Practically apply policy within your organisation

Deliver efficient service on your behalf, in line

with your process

REACH Consult Service Lines

People are at the heart of any organisation. If you look after your people, they will look after your customers.

At Reach Consult we understand the importance of an effective yet realistic people strategy, the development of policies which allow adherence to legislation and the creation of processes which are easy to use and can be

easily adopted by any organisation.

StrategicCreating Excellence

TacticalEnsuringEffectiveness

OperationalDelivering Efficiency

Reward & Recognition

Learning & Development

Culture & Engagement

Employee Relations

Performance & Capability

Health & Wellbeing

- Organisation design- Operating model- Pay framework- Employee value proposition- Recognition & awards

- Organisation development- Workforce & talent planning- Succession plans- Resource optimisation

- Employee engagement- Social media & digital communciation- Behaviour framework- Equality, diversity & inclusion

- Disciplinary trend analysis- Grievance trend analysis- Legislation & best practice support- Bid & tender support

- Organisational & role based objectives- Reviews & appraisals- Coaching & mentoring- Leadership & management development

- Health & wellbeing awareness- Workplace wellbeing- Accessibility to services- Health and wellbeing analysis & action

- Annual leave policy- Overtime & expenses policy- Management of reward partners- National minimum & living wage

- Skills gap analysis- Mandatory training - Risk register- Training budget & spend management- Management of training partners

- Social media & communication policy- Respect & dignity at work policy- Employee handbook- Equality, diversity & inclusion networks

- Discipline & grievance - Maternity, paternity, adoption & parental leave- Flexible working- EAT & conciliation advice & support

- Organisational & role based objectives- Review & appraisal - Policy & support- Coaching & mentoring- Performance & capability policy

- Holistic absence management- Management of H&WB partners- Arrange & facilitate first aid & mental health training

- Payroll processing- Pensions administration- Reward & bonus administration- Legislative reporting to HMRC

- Arranging & booking training- Management of training records- Apprenticeship & CITB levy administration

- Newsletters- Social media posts- Workshops & huddles- Gender pay gap reporting- Website management

- HR helpdesk- HR administration - Recruitment- Onboarding- Employee lifecycle- Off-boarding- Employee records

- Performance appraisal - Process & administration- People metric reporting- Capability concern administration

- Employee absence recording- Health & wellbeing calendar- Administration of health & wellbeing - Initiatives & events


With customer demands becoming increasingly challenging, Reach Consult are proud to assist you in delivering excellence in customer experience.

With the Institute of Customer Service (ICS) Pillars as our framework: Culture, Strategy, Process, People; we look to optimise the customer journey in all processes, maximising the moment of truth interactions and managing

and supporting performance and service delivery at all levels.




Customer Journey

Ease ofAccess

Service &Behaviour

Customer Voice

- Customer journey mapping- Moments of truth- Stakeholder engagement- Business continuity & resilience

- Technology infrastructure- Omni channel inclusive design- Privacy by design- Listening posts

- People & culture- Employee reward & recognition- Employee development- Value based employee policy & process

- Customer identification- Customer engagement strategy- External award & accreditation strategy

- Process mapping- Process re-design- Networks & ambassadors- Automation & lean principles- Secret shopper

- CRM system- Case management system- Reporting of KPI’s & SLA’s- Data & analytics campaign mgmt

- Customer experience & unconscious bias training- Viral networks & peer to peer- Values & behaviour framework

- Voice of the customer - Process development- Feedback capture - Mechanism design- Feedback analytics & recommendations

- Customer experience managers- Customer liaison officers- Customer service centres

- Postal- Telephone- Email- Live web chat- Social media

- Newsletters- Case studies- Training administration- Training return on investment

- Voice of the customer- Customer feedback & survey administration- Accreditation & industry award administration- Customer complaints


As a provider of services to your customers, you want to focus on what you know.

Whether that is digging holes, installing meters, maintaining power lines, delivering healthcare services...your focus needs to be on doing the job on time and doing it right. Reach Consult can provide support to your back office functions ensuring that services are planned and delivered on time, that the headache of invoicing and

finance is removed or taking away dealing with customer contact and complaints...leaving you to do what you do best.




CustomerContact

Planning &Scheduling

OperationsAdmin

Transactional Support

- Customer experience strategy - Customer contact method (Omni) - Stakeholder engagement

- Planning strategy - Commercial cost modelling - Performance strategy

- Strategic planning - Corporate business strategy - People strategy - Target operating model

- 3-legged Ulrich Model - Centres of excellence - Shared service centres - Business partnering

- Process mapping - Process re-design - Moments of truth - Risk management & business continuity

- Skills gap analysis & commercial impact - System automation - Advance reporting & action - Absence management

- Lone worker app - Traffic management planning - Reinstatement audit & review - Automation & lean principles

- Repeatable transactional tasks - Power BI - Power apps - Key Performance Indicators (KPI’s)

- Omni channel contact centre - Customer-led process - Customer feedback & audits - Customer service training

- Planning & scheduling of work - Management of operative skills - On-day jeopardy management - Emergency jobs- Data collection

- Safe dig prints - Traffic management administration - Lone worker - Health & safety reporting & audits - Mailbox & webform management

- Remote reception, PA & diary management - Purchase order & ledger - Sales order & ledger - Credit control - Total ‘transactional finance’ service


We understand the need to translate the vast amounts of data collected by and available to companies into digestible information to allow you and your customers to plan for the

future.

At Reach Consult we pride ourselves in understanding your needs, drivers, current state and future aspirations and helping you create, systems, tools and reporting that meet your needs. We look to utilise

existing systems and infrastructure but we also have the expertise to see how this can be harnessed with new technologies. With an ever growing use of Office 365 we have a particular focus in this area and our team of

experts can help you utilise your investment.




•Systems Reporting Analytics Office 365 Utilisation

- Systems strategy - System audit & review - Inclusive & privacy by design - System recommendation

- Data strategy / modelling- Data & system integrations - Reporting plan - GDPR privacy by design

- Analysis strategy - Demonstrable performance against corporate strategy - Data research - Analytics maturity & capability

- O365 utilisation strategy - Stakeholder engagement - User experience & learning - Business tool

- System design - System requirements - Automation - Implementations

- Business warehouse utilisation- Data lakes & coding - Azure in conjunction with Power BI- Data business rollout & usage

- Trend analysis - Data driven recommendations - Proof of concept - Business process - Future & past

- CRM & case management systems - MS flow & powerapps - MS teams - O365 Groups

- System user guides - System training - System support - System management

- Data extraction - Data manipulation - Power BI dashboards - Key Performance Indicators (KPIs)

- Bespoke report analysis - Customer analytic data - Employee analytic data

- MS bookings - MS sway (presentation) - MS forms - MS StaffHub & MS stream


Business transformation is in short, a change management strategy which aims to align your people, process and technology initiatives to your business strategy and vision.

In today’s highly competitive market conditions with tough economic challenges, change is constant. Technology is changing the face of traditional business models and Reach Consult want to help you glide along that change path, with ease. We will help you become more agile, increase efficiency and make you easy to do

business with, delivering a competitive advantage and future proof model.




•Transformation People Process Systems

- Business transformation goal & SMART objectives - Business transformation strategy - Target operating model - Organisation design

- People strategy - Reward & recognition - Learning & development - Employee relations - Leadership & performance - Culture & engagement

- Process transformation framework - Lean principles - Six Sigma - Waterfall methodology

- Systems strategy - System audit & review - Inclusive & privacy by design - System recommendation

- Programme management plan - Project gateway & milestones - Feedback & review

- Stakeholder workshops - Communication plan - Leadership & management support - Coaching & mentoring

- Process mapping - Process re-design - Customer journey - Inclusive design - Privacy by design

- System review - System requirements - System design - Robotic Process Automation (RPA)

- Programme Management Office (PMO) - Reporting & MI - Analytics & recommendations

- Engaged & motivated workforce - Training - System & process usage - Key Productivity Indicators (KPI’s)

- Knowledge & training - Decision trees - Knowledge bank - Standard Operating Processes (SOP’s) - User guides

- System user guides - System training - System support - Business continuity


Transformation booking appointments

Used smart data to develop a suite of automated flows on cloud based

technology to handle omni -channel inbound and

outbound calls.

Quadrupled productivity for appointment booking

Increased conversion rates from 5% to 32%

Created a system that operates 24/7/365

Transformation complaint handling

Migrated complaint handling responsibility to business centre

focused on customer experience.

Achieved maximum SLA compliance for complaints

Enhanced client perception

KPI deductions of £8,000 per month eliminated

REACH Consult Track Record

Transformation HR Shared Service

Blended two HR operating centres into one.

Reduced operating costs by over 50%

Delivered £1.5m annual savings

Reduced duplication and increased accountability

REACH Consult Headquarters

We run operations from our fully equipped, state of the art headquarters in the North West.

Reach Consult can quickly mobilise any account and deliver services on your behalf, whether it be as an expert, partner or outsource provider.

If you want to come visit us, book a free consultation or review within your business please contact us to arrange.

The sky’s the limit with REACH Consult

Get in touch today03301 330 631

[email protected] www.reachconsult.co.uk

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Reach Consult, Waterside Court, St Helens Technology Campus, St Helens, WA9 1UA

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