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Our experience is extensive across a wide range of sectors and industries.

These are a sample of some of the clients that we have worked with.

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Our Customer Service function delivers a variety of sales and support activities that are essential to our business. Our customers need a high quality and knowledgeable service that supports them, when they need it.

Mpathy Plus completed a review of our service in a friendly, professional manner and their report provided us with an invaluable insight into our operations. We were particularly impressed us with the speed at which they got to know and understood our business; this helped enormously as they were able to provide external expertise within the context of our organisation.

The comprehensive feedback provided by Mpathy Plus informed us in strategic and operational areas and was supported with an extensive list of recommendations which we are now implementing.
Phone co-op
Peter Murley
Chief Executive, Phone Coop
The Customer Relations service at Virgin trains is very important to us as it provides the initial interface for all of our customer enquiries.

We operate in an environment that means that we frequently have to cope with incidents out of our control which result in high volume peaks of demand. We wanted to get an independent perspective of how we deliver our service and engaged with Mpathy Plus to complete a review for us.

The review was conducted in a friendly but professional manner with a high level of engagement with our Leadership team that enabled them to gain a thorough understanding of our industry and Virgin Trains. It was evident that their experience and knowledge of customer service and contact centres is extensive but they adapted to our specifics.

The report produced was very comprehensive and really helped us to identify the areas that we needed to focus on. It provided recommendations about different contact channels, resourcing, systems and tools, structure and many more areas.

This review has confirmed some things that we suspected but also identified opportunities that we did not realise existed. We are now working through the recommendations with a view to implementing them.

I would certainly recommend working with Mpathy Plus, they have provided the independent expertise that we required but aligned it to our business and our brand. They discussed the issues with us throughout to ensure that we had a thorough understanding of what they were saying. It really felt as though they were working with us rather than for us.
Richard Scott
Executive Director – Corporate Affairs, Virgin Trains
The Royal British Legion works to deliver really important services to our customers on our behalf. It was essential that we understood the quality and value for money, operational effectiveness and identify possible areas for improvement. It was essential that we had an expert view from an independent perspective.

Mpathy Plus did a really good job. The review was well executed in an engaging but professional manner working with all stakeholders. They provided real value with the insight gained through their experience particularly in the areas of commerciality and operational excellence.

We were very pleased with the quality of the outputs with a comprehensive report and a presentation that facilitated useful discussions. The findings confirmed a lot of what we thought.

Mpathy Plus delivered on time, on budget and exceeded expectations with the quality and depth of output. If you need an expert insight from someone that you can trust to deliver, we would certainly recommend Mpathy Plus.
The Royal British Legion
I would like to thank you for coming back to Progress Housing Group for a mini review of the work you carried out with us in our customer contact department. As I mentioned to you, as someone who was relatively new to the organisation 18 months ago I was initially extremely reluctant to have a consultant come in (I saw this as perhaps a poor reflection on my own abilities). The work that you carried out has been invaluable in helping to shape the service we now provide (and pointing us in the right direction) – I think irrespective of how experienced you are sometimes you can get bogged down in the operational work that you can’t ‘see the wood for the trees’. It’s been really beneficial to touch base with you again and look over our progress to date and our areas of focus – a sense check if you will. Thanks again for your help and encouragement and I certainly look forward to working again with you in the future.
Stephen Spencer
Head of Customer Service