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Case Study
Client: Facility-Management-Company
Challenge
With over 4000 employees in more than 30 locations our client is one of the leading facility management companies in Germany. As part of their educational development for Managers of the holding company and the development of the managing directors of its subsidiaries, the task was to improve the manager’s ability to successfully deal with the increasing challenges they face in their leadership role thereby guaranteeing the company’s future prosperity.
Measures
JMC installed a leadership development programme, which the company still uses to this day. Part of this programme are targeted individual coaching sessions for managers of various levels: managing directors of subsidiaries, members of the board, branch managers, HR managers and project managers.
The topics covered in the individual coachings cover the whole spectrum of leadership performance:
- Leadership in its narrower sense
- Internal communication and external communication with our customers
- Self-management
- Company Management (processes, structures etc.)
- Project management
- as well as various specific aspects of the coached managers business life
In addition we introduced and implemented a training programme on behalf of our client’s academy for about 60 branch and service managers all over Germany.
Results
The managers were able to significantly improve their own performance as well as the performance of the company, the departments and their teams. There has been a tangible improvement in the intensity and quality of cooperation among the leadership as well as between managers and employees. We managed to improve the quality of communication in general as well as the quality of communication with the customers, which led to many more new customer relationships. By extending their own academy, our client was able to increase the performance of their recruitment and qualification processes.
Testimonials
“Jens Moeller Consulting supported us to set up of multi-language operations in Moldavia. Jens did a great job, giving us insight into the operational organization of a multi-language model. Further, he provided vital market information regarding the cost levels compared to other geographic regions. Jens supported us to identify the best Outsourcing models and decide on how to offer them and how to roll them out. We are pleased to recommend Jens Moeller Consulting to any company requiring support in globalization or outsourcing of their call centre operations. He is a great person to work with.”
Olivier Prado, CEO, Global Phoning Group, Moldavia
“Through collaborating with JMC, corporate brand awareness with analysts and press was increased significantly. We could add the digital channels to our routes to market. Collaboration with Analysts has been intensified which has increased market interest. Marketing & Sales processes and procedures have been streamlined, also by means of new technology. As a result, we could increase the number and quality of our leads significantly. JMC has a wealth of knowledge and experience in the marketing and the customer contact Arena and have been an invaluable resource for our company. Jens Moeller is very personable, has an excellent ability to grasp complex and sometimes elusive subjects and an excellent analytical ability. I would warmly recommend his and his company’s services.”
Managing Director, Noetica Ltd., Business Software Provider
“The collaboration with Jens Moeller Consulting was very successful and gratifying. We would recommend Jens Moeller Consulting under all circumstances as Coach and Consultant.”
Head of Marketing and Distribution, Hofmann Menu-Manufacture GmbH
“By working with JMC, we have managed to significantly increase our brand awareness among analysts and the media. We were able to integrate the digital channel into our market access. Cooperation with analysts was intensified, which increased market interest. Sales and marketing processes and procedures were optimized, including the introduction of new technologies. The result was a significant increase in the number and quality of leads. JMC has a wealth of knowledge and experience in marketing and customer contact and has been an irreplaceable resource for our company. Jens Moeller is very likeable, has excellent skills in understanding complex and sometimes elusive topics and has excellent analytical skills. I can warmly recommend him and his company.”
Danny Singer, Managing Director, Noetica, CRM Software Provider
“Great to work with. Always on the ball, down to earth, and took a common-sense approach to ensuring things got done. Would definitely recommend him.”
Ralf Weber, Head of Europe Customer Experience Center at Bose Corporation, today COO Concardis
“I have worked with Jens on a couple of occasions and both times he has shown great insight into the call center market and operational issues around running a call center. He is a great guy to work with and is a no-nonsense kind of guy that gives straight forward advise and insight.”
Richard Snow, VP and Research Director, Ventana Research
“Jens is a wonderful person. A thorough and knowledgeable professional, Jens has in-depth understanding of the world of contact centres. I have collaborated with him in the past and look forward to continuing this relationship.”
Vijay Pereira, Director, Andenaes and Pereira Consultants Pvt Ltd, UK
“We were pleased by the excellent results that Jens Moeller Consulting Ltd.(JMC) has achieved for Management Circle. The project was completed successfully, and JMC was working closely with us along our overall Marketing strategy. We appreciate the great expertise of Jens Moeller Consulting Ltd. in the Marketing field. They developed practical and actionable recommendations, provided guidance and helped us understand the UK market requirements. JMC have a deep understanding of how to market business events in Europe, which helped us to achieve our goals on-time and on-budget. We enjoyed the cooperation, especially the attentiveness, the fast reaction to our needs, and the excellent personal service.”
Michael Vlajic, Head of Sales, Management Circle AG, Germany
“Jens is always looking ahead at what the contact centre market will require and developing approaches to meet these emerging requirements. And, his enthusiasm is contagious!”
Don Van Doren, President, Vanguard Communications Corp.
“Jens Moeller wrote several pieces for TeleTalk, Germanys leading magazine for the contact center industry. They focussed on operational issues and how the HR department can play a central role in positioning a contact center for success. His work was insightful, easy to read and and always in time. A great plus when publishing a magazine.”
Olav Strawe, Publisher, TeleTalk