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Operational Solutions
Do you need to restructure or reorganise functions to deliver a more efficient operating model?
Are you lagging the competition in self-serve capability and automation? Do you have the ability to really understand the voice of the customer through conversational analytics and AI?
Through our SHAPE, SOURCE, TRANSFORM and OPERATE services, we can provide you with highly curated interventions that deliver the strategic outcomes you need to achieve.
We’ve tested, learned and scaled operational interventions that drive better customer and colleague experience, whilst simultaneously driving costs down.
We’ve done this in operational centres locally, and we’ve done it at scale globally.
Our Areas of Expertise Include
Automation and Process Optimisation
Workforce Capacity Planning & Optimisation
Automation and Process Optimisation
Customer Self Service
Workforce Capacity Planning & Optimisation
Automation and Process Optimisation
Workforce Capacity Planning & Optimisation
Workforce Capacity Planning & Optimisation
Workforce Capacity Planning & Optimisation
Conversational & Advanced Analytics
Workforce Capacity Planning & Optimisation
Workforce Capacity Planning & Optimisation
Case Studies: Operational Solutions
A Large UK FTSE Insurer
Implementing a Robotic Process Automation Capability
Our brief was to examine how to drive substantial efficiencies and flexibility in back office operations in an organisation that had already undertaken significant offshoring of many of those functions.
To address this challenge, we proposed, designed and implemented a robotic automation operation from initial product evaluation to small-scale piloting through to scaling the capability into production. Alongside this we established and grew an in-house centre of excellence to manage the automation portfolio.
As a result, the automation operation currently manages workload equivalent to 400 FTE across the organisation.
A Large UK FTSE Insurer
Implementing a 'Model Office' Capability to Test, Refine and Productionise Process Transformation
The insurer was planning to embark on a programme of process and digital transformation in customer facing units.
A key challenge we identified was the lack of an environment where this activity could be tested, refined and optimised before implementation. In addition the impact of change on downstream process hand-offs was difficult to assess.
We proposed, designed and built a 'model office' function staffed by process experts, change professionals and technology specialists to enable end-to-end processed to be effectively re-designed. This function became a key enabler of process transformation throughout the operation.