We think that it comes down to making sure that we do the basics better than anyone else. At the onset of the pandemic, we made a conscious decision to re-focus on making the client experience something that stands out in comparison to our competitors. We focused on providing better talent, more advanced thinking, deeper knowledge and more relevant experience.
This starts with making sure that we continuously invest in the development of our people and our employee acquisition processes. In an industry that suffers from a shortage of critical skills, we make sure that we acquire, retain and develop world-class consultants with a multitude of specialised and highly sought-after skills.
The pandemic also forced us to change from an on-site model to an off-site model, virtually overnight. While initially seen as a challenge, it quickly turned out to be an opportunity, as we realised our ability to work with clients in geographical locations that were previously hard to service. It made it possible for us to mobilise teams in a short space of time. And although we now target a hybrid client service offering, remote servicing of clients remains an opportunity, both for ourselves and for clients seeking our services elsewhere in the world.
Lastly, we are very thankful for our long-standing clients. The value that we’ve generated for these clients, over a sustained period, has resulted in multi-decade-long relationships and organic growth across their business operations, which provided a solid base from which to build during the pandemic.
