Service operations

CCB Consulting’s service operations consulting service helps UK SMEs improve the way services are designed, delivered, and managed so performance becomes reliable and scalable. We diagnose the end-to-end service value chain, redesign the workflows and roles that drive delivery, and put in place the operating rhythm, KPIs, and technology foundations that make execution repeatable. The result is a service organisation that runs with fewer bottlenecks, clearer ownership, and better customer outcomes.

10–15%

Revenue and profit improvement

20–30%

Operating cost reduction through process redesign and waste removal

30–40%

Service productivity and efficiency improvement

Request for Proposal

To explore how our consulting services can support your objectives, please submit a request for proposal. Our team will review your requirements and respond with a tailored solution designed to meet your goals.

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Service strategy and innovation

We help you define a forward-looking service strategy that sets you apart from the competition. Our experts analyze market trends and customer needs to design service models that enhance customer value, improve satisfaction, and support scalable growth. We then use agile innovation methodologies to create, test, and implement new service delivery methods that boost engagement and competitive positioning.

Strategic Planning: Supporting informed decisions regarding service delivery models, channels, and long-term positioning.

Customer Experience: Enhancing every stage of the customer journey to ensure seamless interactions and increased loyalty.

Service Innovation: Applying design thinking and market intelligence to develop and implement innovative service models that align with business objectives.

Process and technology transformation

Our primary objective is to optimise the efficiency, reduce expenses, and enhance the quality of your service delivery. Our consultants conduct an analysis of your current workflows to identify bottlenecks and restructure processes to ensure consistency and efficiency. Following this, we assist you in the selection and integration of the appropriate digital solutions, such as automation platforms and CRM systems, to empower your teams and guarantee a quantifiable business impact.

Process Optimization: We redesign service processes to eliminate waste and improve delivery speed, consistency, and quality.

Technology Integration: We help you implement and integrate digital solutions that enhance operational efficiency and empower your teams.

Performance management

We align key performance indicators (KPIs) with your business objectives, empowering teams with clear targets and actionable data. This transforms organizational productivity into measurable results, driving accountability, engagement, and a culture of continuous improvement.

KPI Alignment: We align your KPIs with strategic business objectives.

Performance Tracking: We implement systems for real-time performance monitoring and data-driven insights.

Incentive Optimization: We optimize incentive structures to drive engagement and performance.

Change management, adoption, and continual improvement

We design change around how your organisation works, aligning leaders, communications and training so new processes and tools are adopted with minimal disruption. We clarify responsibilities, decision rights and guardrails so delivery does not drift back to informal fixes.

We then embed continual improvement and benefit realisation through a practical cadence that turns performance insights into action. Adoption and benefits are tracked with a small set of measures that show whether behaviours have changed, outcomes are improving, and value is being captured over time.

Typical outputs include a change plan and stakeholder map, enablement materials, adoption metrics, and a benefit realisation tracker tied to your KPI system, plus an improvement backlog and governance routines to sustain gains.

It is a good fit when service performance feels unpredictable, backlogs keep building, customer complaints are rising, cost to serve is increasing, or growth is constrained because delivery relies on heroics rather than a repeatable system.

Typical benchmarks in service operations transformations include meaningful cost to serve reductions, productivity gains, and improved customer experience metrics. The exact impact depends on baseline performance, demand volatility, and how much process and technology change is required.

We start with what you already use and identify what is getting in the way of smooth delivery or reliable reporting. If changes are needed, we define simple requirements, compare options, and sequence improvements so you see benefits early, before any major system work.

We usually do both. Many clients start with a diagnostic and target model, then move into implementation support where we run pilots, help teams adopt new routines, and track benefit realisation until the new model is stable.

Our approach is designed to minimise disruption by sequencing changes, piloting where appropriate, and maintaining clear governance and escalation routes. We prioritise quick wins that reduce workload early, which often creates capacity to deliver the rest of the roadmap.