Consulting I Professional Services I Managed Services
Helping our clients succeed
A sample of our specialists’ project experience:
Operations & People
Challenge:
A leading UK General Insurer needed to reduce costs and improve poor CX in a 1000 seat contact centre operation
Outcomes:
20% reduction in call volumes
66% reduction in complaints
+60 point improvement in NPS and winners of ICS Large Contact Centre of the Year
Business Processes
Challenge:
A large insurance provider looking to identify a 1% OPEX saving in their Claims service centres
Outcomes:
18% OpEx savings identified in 2 weeks
4% OpEx benefits realised in 8 weeks with the remaining 14% realised within 12 months
A new people-centred approach to change management introduced with positive employee feedback
Technology
Challenge:
A large retailer replacing global CX technology, telephony networking and telco call tariffs with a plan to procure in 9 months
Outcomes:
Full user and technology requirements to procurement in 14 weeks
Accelerated RFP from start to finish in 3 weeks - with fully motivated prospective suppliers
New solution delivered a 52% OPEX saving