Purpose

A focused review to understand what’s driving pressure across service, product and cross-functional delivery.

Best suited for organisations experiencing:

> Slipping service KPIs
> Escalation spikes
> Rising ticket volume
> Misalignment between stakeholders

Includes:

> Interviews (2–5 key stakeholders)
> KPI and escalation pattern review
> Demand and workflow mapping
> Review across the four CEI pillars
> Executive summary
> Full CEI™ access throughout engagement

Output:

Clear diagnosis.
Prioritised actions.
Executive briefing session.

Typical Duration: 2-3 weeks
Investment: From £8,500

Purpose

Address sustained service or product-driven pressure requiring operational change.

Best suited for organisations experiencing:

> Recurring CSAT decline
> Persistent TAT issues
> Product-created demand
> Blurred accountability across teams

Includes:

> Deep root cause investigation
> Ownership and workflow redesign
> Cross-functional alignment sessions
> Implementation oversight
> Full CEI™ access throughout engagement
> Measurable performance checkpoints

Output:

Stabilised performance.
Reduced avoidable demand.
Clear ownership structure.

Typical Duration: 6–12 weeks
Investment: Scope-dependent

Purpose

Provide ongoing oversight across the four pillars to prevent drift and maintain alignment.

Best suited for organisations experiencing:

> Growing organisations
> PE-backed SaaS
> Post-acquisition integration
> Scaling support functions

Includes:

> Monthly strategic advisory sessions
> Ongoing CEI™ performance review
> Early risk identification
> Executive decision support
> Quarterly performance reset reviews
> Full CEI™ access throughout engagement

Output:

Sustained performance stability.
Early risk visibility.
Structured executive alignment.

Typical Duration: Ongoing
Investment: Retainer-based