Driving Impact, All from One Source

ADEC's ESG team presented the perfect balance: a wealth of information and a patient guide into new territory for well-meaning but professional perfectionists. They really encouraged us to put in the work and to feel proud of what we've accomplished for our company and the planet.

We treat ADEC [Workforce] as a partner, and came to them with some very stretching objectives. The team accepted the challenge, and by the end of the year had established a monthly run rate reduction in calls of 19%, all whilst continuing to improve our NPS score. The work ADEC [Workforce] did as part of this project meant that we smashed our NPS improvement target and far outperformed our competitors. It’s a truly collaborative relationship that has delivered cost reduction across the business, at the same time as creating happier customers. We couldn’t be more pleased with the results.

The data insight team at ADEC [WorkForce] were absolutely brilliant in helping us to understand the issues with the sales channel. The team gave us what we needed to not only put in place measures to correct some of the initial issues, but also allowed us to challenge our suppliers to improve their own processes and systems so that we could avoid many of the issues at source. This was a massive programme of work, and never before had we had the level of support and insight that enabled us to drive improvements from first customer touch-point to service delivery. ADEC [WorkForce] enabled us to deliver significant cost savings and customer experience improvements and was a true partner throughout the process.

ADEC [Workforce] does an excellent job of performing the processes currently outsourced to them. They understand our business, systems, and processes extremely well. As additional processes are moved to them, they do a great job of working with us to ensure proper documentation and training occur so the transition is seamless.

The ADEC [Workforce] team strive for excellence in all that they do for us. They are extremely self-motivated to deliver exceptional levels of service, especially in how they manage their communication with us – ensuring that they are as clear as possible to avoid any misunderstanding. Quality is consistently high, and they take an ‘out of the box’ approach to create reports that we would not have been able to produce internally. The team take full ownership and where we are in terms of business success is in no small part due to the team’s performance.

Management of staffing is like putting process efficiency for our organisation in cruise control – the team work very well together. They even come up with recommendations BEFORE recommendations are sought.