innogy – strong growth in sales and customer satisfaction in all segments
Janusz Moroz, COO and Member of the Management Board of Innogy Polska Spółka Akcyjna
Thanks to many years of cooperation with Strategy&Results consultants, which started in 2010, we have coped with the serious challenges. After the takeover of Stoen, we had to deal with both the ambitious goals of the new owner and the traditional, hierarchical and little collaborative organizational culture. Nevertheless, we managed to achieve significant results. The organization quickly understood that we must all support market activities and care about customers without exception, which was confirmed not only by a strong increase in sales, but also a significant increase in satisfaction in all segments by over 10pt%.
I met Janusz Kamieński when I was working as a Director in the Individual Customers Division in Telekomunikacja Polska SA. At that time, Janusz Kamieński and his consultants, despite the extraordinary time pressure and challenges related to the acquisition of TP SA by Orange, perfectly coped with the project consisting in preparing more than 2,400 service employees for the positions of sellers and managers to fill the newly created Sales Points. It gave me hope that it would effectively help us meet the challenges of innogy (then still RWE). So it happened.
Starting from 2010, Strategy&Results consultants have helped us in many areas. At the beginning, they conducted an audit of the strengths and weaknesses of our company in customer experience management. This audit then allowed us to define development priorities for the entire organization, and became the starting point for carrying out and implementing appropriate changes as part of the “Turning Customers into Fans” project. Janusz Kamieński and his team also helped us to properly segment our clients and design customer marketing and market research. We made use of the conclusions from the research to a series of subsequent workshops and trainings in the areas necessary for the indicated groups of employees working at all organizational levels.
Workshops and activities conducted by Janusz and his consultants have always been full of interactions, attractive in terms of methodology and content, and often supported by business games. We have used his services many times during meetings of top managers, where it was very important to effectively translate strategic goals into specific activities and operational projects of the entire organization. The approach of Strategy&Results consultants and the results achieved with their support bring that we have been working with Janusz Kamieński to this day and we hope to continue. I recommend such consultants and business trainers to everyone.