LEAN CASE STUDIES - Leanology

CASE STUDY

Employee capability build and customer journey improvement in retail bank

We managed a programme in a retail bank where there was a need to improve the efficiency of the contact centre to enable growth in sales volumes within the proportionate increase in costs. This was combined with an aspiration to keep progressing on customer satisfaction levels.

A customer focussed operational design in a building materials distributor resulting in significant revenue gain.

Support was required for a building materials organisation to re-tender for a multi-million-pound contract and to design an operation that would create significant competitive differentiation. There were customer service and operational issues with the current model leading to a need for the new design to be different to reassure the customer a step change in service levels was achievable.