“We wanted our managers to be responsible. BullsEye CX was effective in mentoring our mangers to think critically about what drives our business. The technology solution provided critical financial information during the course of the month that in turn permitted corrective action before month end.”
Accountability is key
BullsEye CX drew from a strong experience base of engaging technology to fix operational problems. By executing a series of workshops with the management team, BullsEye CX was able to identify the key drivers of revenue and expenses across the business.
This data was re-packaged as a key performance indicator (KPI) dashboard, allowing the management team to see quickly and easily how they were tracking in the most crucial areas. Notably, this dashboard extracted data directly from the client’s source database, allowing for daily and weekly results sharing. This was significant progress from the previous monthly reporting.
By using technology to tap directly into the client’s venue management systems, BullsEye CX was able to display this in a tailored user-friendly interface that delivered meaningful, relevant reporting to managers.
Getting to the heart of things
BullsEye CX encouraged managers to distinguish between lead and lag indicators: something that had previously not been a focus area. The introduction of a drill-down capability to the reporting suits meant managers could identify which specific transactions were driving a particular KPI.
As well as providing a reporting system and structure that worked for the client, BullsEye CX was able to help managers build on their own capability to think more analytically about the drivers of overall business performance. The client’s reporting not only became more relevant, but it was the impetus for more timely taking of action that were supported with quantitative measures to track impact of actions.
“The Member Alignment Program that BullsEye CX developed really got our staff¬ thinking what drives our members purchase decisions. BullsEye CX has helped us achieve some great trading results with profits that have not been enjoyed for years.”
Chief Executive Officer, Halekulani Bowling Club
“We knew that great service would drive our business forward, BullsEye CX creates a tangible structure that binds together a range of customer service tactics. The Service Blueprinting program allowed us to identify what members really want in a service package and gave us a tool to measure changes in customer satisfaction.”
Chief Executive Officer, Dapto Rugby League Club
“BullsEye CX was able to identify a service delivery pathway for the Club that has resulted in direct benefits to our Members.”
General Manager, Kogarah RSL Club