Service Delivery Innovation at Ceridian

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Ceridian, a leading provider of human resource outsourcing, was competing in a growing market without a full understanding of the challenges its HR manager customers faced. Working with Strategyn and Strategyn’s Outcome-Driven Innovation (ODI) methodology, the company was able to:

  • Discover opportunities for service delivery innovation by looking at customer needs from the perspective of the job the customer is trying to get done
  • Develop an innovative set of service delivery standards and tools that have helped establish it as the provider of “the best care in the industry”
  • Improve its Net Promoter scores from clients who have used its enhanced services by 27 percent