Oxford Royale

Oxford Royale Academy is one of the UK’s leading providers of international summer schools and year-round university preparation programmes.

Project Context

Oxford Royale were experiencing technology restraints which were impacting the excellent customer service they provide and are proud of. With an aim to improve customer experience and be more efficient with their time they approached Nine Feet Tall for helps. Nine Feet Tall’s focus would be on streamlining their customer service processes, which would encompass all touchpoints and communications. Nine Feet Tall would set out to work collaboratively with the Oxford Royale team to instigate customer process improvements.

Project Delivery

To kickstart the process improvement an overview of the current customer journey was essential. This was developed through multiple workshops with key stakeholders, identifying pain points, and informing recommendations for improvements through an action plan with an aim to reduce any friction experienced by the customer in the current process. Core deliverables included Customer Journey Maps, Service Blueprints, and a recommendations documentation outlining forward roadmap activities aligned to their strategy. Ultimately, this would give Oxford Royale back control and in a position to provide high quality service and delight customers with their approach.

Outcomes

As a result of the workshops and activities carried out, Nine Feet Tall identified opportunities for process improvements and validation of existing approaches that should continue. Additionally, the project provided an opportunity for the team to reflect on the customer experience and their role in enhancing it, highlighting the value of every team member’s role in the overall process. Although specific metrics were not outlined, positive feedback from the Oxford Royale team underscored the success of the project in fostering a customer-centric approach and improving internal processes.