Solving Client Services for good.

<aside> 💡 This project is currently in its early stages and the brief is still being updated by the different stakeholders.

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One of Lifely’s key values is that you should always strive to fail upwards. Failing upwards means you can confidently experiment, learn and grow. However, in failing upwards, it’s sometimes necessary to take a step back and reorientate yourself to set new goals and build structures based on new insights.

This is exactly what we’re doing in regards to our client service department. We’re ready to take the professionalism of Lifely to the next level. The goal is to create a scalable client services department, to better support the Lifely team, and to create happier clients. To ty this goal into our culture and position.

Our culture positioning revolves around the words' Calm yet Interesting. This project should enable Lifely’s client services team to further become the guardians of Calmness at Lifely.

What would success look like for this project?

• Must have: An overall sense of calmness and control for the Client services and lead level within Lifely. This sense of calmness should enable us to find room to educate and promote team members to the project lead level.
• Must have: The ability to confidently scale the client service department.
• Must have: A better transferability of projects and key roles to eliminate single points of failure.
• Should have: An increased “footprint” in different departments at clients with more high-level stakeholders.
• Nice to have: Higher client satisfaction through a better customer experience.

Project flow and status:

• Acception phase.
• Research phase.
• Improvement phase.
• Implementation phase.

Lifely’ers involved in the project.

Nick de Bruijn is driving the project.

Avna and Bibi are involved as key stakeholders.

Jesse, Leon and Lutsen are involved as secondary stakeholders.