Helping companies adapt to stay ahead of fast-changing customer management challenges delivers strong growth for Ember

PRESS RELEASE: Developments in customer management, marked by rapid change and increased opportunities to drive value from better engagement with consumers, have enabled substantial growth for customer engagement specialists Ember, which has recorded double growth in each of the five years since it was founded in 2010. For the 2014/5 financial year Ember more than doubled its revenues and added 16 new major brand names to its client community while extending significant relationships with existing clients.

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Commenting on the year’s strong performance, Ember’s Managing Director David Leedham comments: “During this period of economic recovery, we’re helping leading brands and public sector organisations put their customer management operations on a firm financial footing and to support growth and differentiation. In most cases we’ve done this by transforming or fine-tuning their operating models to deliver value from their customer engagement across multiple channels. The fact that over a third of our revenues this year have come from new clients shows that there is a strong appetite for the kind of pragmatic, financially focused work Ember has become known for.”

Client projects have included:

• Designing and delivering highly effective operating models to boost service effectiveness
• Developing people skills through training to drive strong performance and Net Promotor advantage
• Using analytics driven insight to support customer-focused strategies
• Constructing outsourcing and partnership strategies that are delivering transformational change
• Crafting strategies to drive sales performance
• Implementing people and workforce optimisation programmes

The demand for a nationwide presence led to the opening of a new office location in Glasgow for Ember and has driven recruitment across the business. Ember now employs over thirty consultants and support staff across the UK. Expanding the consultancy team’s customer management practitioners has enhanced Ember’s specialisms and breadth of experience.

In line with the findings of its latest paper, the ‘Priorities for Investment’ survey, Ember’s own experience confirms that organisations’ need to deliver greater value from technological and digital innovation and to ensure employees’ skills are aligned with their business objectives, and this has driven clients to secure new skills and capabilities for their organisation. Responding to this increased demand for hi-calibre people, Ember invested in Mottram Search in 2014, a search and recruitment firm specialising in the customer management industry. Where clients have preferred to evolve organically and develop ‘home-grown’ talent, Ember has also assisted. Its training services for managerial and frontline customer service staff has also grown significantly, supporting clients in their quest to upskill their workforces and increase employee engagement and loyalty.

The compliance, cost and target hounded public sector is also focused on delivering value, and Ember’s Public Sector Solutions business is devoted to the specific challenges within this sector. It has grown significantly, and is making a major contribution to the cost savings and effectiveness of central and local government operations through better outsourcing and service delivery support.