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OPS Consulting

OPS Consulting Process — from configuration to recurring operations

ISCR EXTINS does not install itself. The first 4 months are critical — we configure, calibrate, and validate together.

The process

The 3 phases

1

Audit & configuration

Months 1–2

We define the relevant Clusters for your network (format, geography, performance). We map existing POS and loyalty data to the CB indicators. We design the CA micro-survey adapted to your loyalty base. We configure the CO form for store managers. We calibrate on available historical data to establish the baseline.

2

First ISCR cycle

Months 3–4

First ISCR scores per Cluster — calculation, interpretation, validation. First briefings with the management team and format/region directors. Calibration adjustments based on operational feedback. Installation of the crisis win room as a decision-making procedure.

3

Recurring operations

Month 5+

Monthly briefing with updated ISCR per Cluster. Win room activation when ISCR per Cluster signals a transition into the yellow/orange/red zone. Continuous optimization of Clusters, thresholds, and the playbook based on accumulated experience.

Deliverables

What you receive

  • Monthly ISCR score per Cluster (scale –100 to +100) with alert system
  • Monthly interpretation briefing for the management team
  • Urgent alert when any Cluster crosses the orange/red threshold
  • Crisis operational playbook (6 types × 7 manifestations) calibrated to your network
  • Crisis win room with established procedures, using ISCR per Cluster as the single input document
  • Post-crisis recovery report with institutionalized lessons

Selectivity

Capacity and selectivity

We work with a limited number of networks simultaneously to guarantee the quality of each implementation. Current capacity: 3 networks simultaneously.

Before proposing a scope of work, we hold a presentation working session — no obligations, with data from your own systems as an example.

Don't know where to start?

The ISCR Interactive Diagnostic — 10 questions, a real score of your current capacity to manage a customer sentiment crisis.

Take the diagnostic → Request a presentation →

Frequently asked questions about ISCR consulting

Months 1–2 are dedicated to audit and configuration: we define the relevant Clusters for your network (by format, geography, or performance), map existing POS and loyalty data to the CB indicators, design the CA micro-survey adapted to your loyalty base, configure the CO form for store managers, and calibrate on available historical data to establish the baseline. At the end of this phase, the full ISCR infrastructure is ready for the first measurement cycle.

The crisis win room is a decision-making procedure activated when any Cluster enters the orange or red zone. The single input document is the per-Cluster ISCR with a crisis signal. Participants, meeting frequency, and permitted decisions are pre-established in Phase 2 of implementation. The win room reduces reaction time from weeks to days and ensures the response is calibrated on the specific reality of the affected Cluster, not on a uniform network decision.

Each ISCR implementation requires direct involvement from the PromoGrid Advisors team in the audit, calibration, monthly briefing, and win room activation phases. We limit capacity to 3 networks simultaneously to guarantee the quality of each implementation — especially in the critical first 4 months of configuration and the first ISCR cycle. We prefer to do 3 excellent implementations than 10 mediocre ones.

Redefining Clusters is possible and even expected after the first 2–3 ISCR cycles, as the team learns from real data. In Phase 3 (recurring operations), optimization of Clusters, thresholds, and the playbook is part of the standard process. Any structural change requires a 1–2 month recalibration period to re-establish the baseline. Major structural changes are planned outside critical seasonal periods.