In October, our team met for a week to chart our course for the upcoming year. Our theme for the week was elevating our client service experience to the next level, and we're thrilled to share our progress with you.
Driven by our unwavering commitment to establish a world-class service culture, we've been diligently enhancing our processes and services. We are innovating operations and delivery, by leveraging technology and our in-house development team, while adopting best practices to deliver exceptional value to our clients.
Discover how we are positioning ourselves to elevate our service delivery to a level that far surpasses even the exceptional standards our clients have come to expect!
1. Reflecting on Our Core: Vision, Mission, and Goal
We kicked off the week by diving into the core of Peach BPO; our vision, mission, and goal. To begin, team members shared their insights on what they observed to be the real value of our service across a broad spectrum of factors, including SWOT analysis, client testimonials and feedback, and a company-wide survey of employee experiences. Through this exercise, we established a shared sense of purpose and alignment among team members, laying the groundwork for a more comprehensive understanding of who we are and who we aspire to become.
We distilled our current and aspirational views into a refreshed vision, mission, and goal statement to reaffirm our organizational purpose. Below are the statements we stand by as a company:
Some key takeaways for our clients:
Care, stewardship, and diligence: We will take care of your bookkeeping with the utmost diligence and meticulous attention to detail, ensuring our record keeping is transparent, well-documented, and explainable.
Trusted business support: We are more than just bookkeepers. We are your growth partners. We will provide you with accurate and explainable data so you can make informed business decisions.
Exceptional service: Our dedicated team is always available to answer your questions. We will be responsive to your needs and go the extra mile to help you succeed.
2. Shaping Our Future: Strategic Initiatives
From our updated statements, we identified four key initiatives as top priorities for the coming year. Our initiatives are meticulously debated and designed with our clients in mind, and we're excited to share them.
Initiative 1: Client Value Delivery
In September, we released the Scout Report Draft to showcase our ability to deliver meaningful insights into your business performance. This release represents our dedication to always increase the value we bring to our clients. We are innovating ways to enhance the Scout Report to provide deeper, more actionable insights for each client, all presented in an easy-to-understand format.
Our next version of the Scout Report, expected to be released at the end of November, will include a vendor-level summary (please refer to the screenshot of an internal version below) of expense details, so you can easily understand where your money is going in detail.
What does this mean for you? You can expect us to be more responsive, and comprehensive and personalized in our approach to your needs.
Goals to accomplish are:
Enhancing the Scout Report to include more relevant features and metrics. For next year, we are working on building the momentum of the Scout Report by developing cash flow reporting, forecasting, budgeting, and benchmarking capabilities, and more to further help you get clarity on your business's financial performance. We expect to share a detailed roadmap of our development plans in Q1 2024. |
Initiative 2: Operational Excellence
Our Operational Efficiency initiative is tasked with reducing the time it takes to onboard new clients while ensuring we adhere to the learning curve we commit to with each client, enhance our data management and client inquiry resolution processes, and create consistency everywhere possible for ongoing operations.
What does this mean for you? You can expect an even more seamless experience from our services. We will be able to better customize each client engagement as routines will be automated, allowing us to focus on the parts that make each client unique. We will also be able to enhance our deliverables to current and prospective clients in a granular and detailed manner, giving you the information you need to confidently understand your business performance. Additionally, newly onboarded clients will be able to get up and running quickly, and you can trust your data is always secure and accessible.
Initiative 3: Storytelling
We are making a strategic investment in storytelling to enhance our internal and external communication, and to strengthen our brand identity. We do a lot of development and innovation for our clients on a daily basis, and we are committed to sharing more of these stories with you. Our goal is to let you know all the ways we serve you (some of which you may not be aware of) and to give you a glimpse into our future plans. We believe there is a lot for you to be excited about, and we are thrilled about the direction in which we are headed.
What does this mean for you? In the coming months, you can expect to hear more from our team. We will keep you informed about our latest developments (like this newsletter!) and initiatives, and share stories about our people, our culture, and our values.
Some goals to accomplish are:
Keep our clients informed on our latest developments and innovation efforts through newsletters. |
Provide detailed analysis on some of the most pressing questions our clients face in which we are uniquely positioned to answer, such as the profitability of third-party delivery ordering. More on this and other topics soon! |
Create a feedback loop so we can better align ourselves with our clients’ needs. |
Communicate our company culture and values so our clients know what to expect from us. |
Initiative 4: Talent Enhancement
With our focus on solutions orientation and innovation, we strive to deliver exceptional value to our clients. Our highly-trained and experienced team continuously engages in learning about the latest industry standards and best practices, including leveraging the latest technologies, such as AI, to offer you the most innovative and effective solutions. We are also focusing on service level training, so our talent can fully partner with our client’s needs and fulfill them exceptionally.
What does this mean for you? You can expect more robust responses, an overall elevation in the record keeping process, and provide you with a higher level of support overall.
Some goals to accomplish are:
Quick and comprehensive responses to your questions. |
Further streamline our training development process to rapidly provide our team with the latest information, keeping them on the cutting edge of our service. |
Providing regular Peach Empowerment Trainings to create a culture where everyone’s voice is heard and no good idea goes unnoticed. |
3. Community Engagement
We concluded our gathering with a visit to the Chosen Children Village Foundation. We were very impressed with the clean and well-run facilities and the attentive staff. The children and adults were clearly well-cared for, and the educational programs seemed promising, so we're exploring the possibility of a long-term commitment to support this organization.
We are grateful to everyone who attended the team gathering and made it such a success! We were able to accomplish a lot in five days, and we came out of it feeling more aligned and motivated than ever before.
It is our hope you see the value in these initiatives in the near and long term. We believe investing in our team, systems, culture, and processes will allow us to continually enhance our support for you in achieving your goals.
We want to make sure our communication is relevant, informative, and engaging, so we also encourage you to share your feedback. This will help us understand your expectations and areas of interest, as well as what you are most looking forward to.
Thank you for your trust and partnership!
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