Case study
Published
A mutual insurer wanted to know why its customers kept calling back. We walked the claims journey with them and redesigned the steps that caused most repeat contact.
Find out how we did it: Understanding the customer journey at a mutual insurer
Case study
Published
Complaints at a regional water company were rising and taking weeks to close. We helped frontline teams resolve most at first contact and fix the causes behind them.
Find out how we did it: Improving complaints handling at a water utility
Case study
Published
A regional bank's back office was carrying an eleven-day backlog and heavy overtime. Better planning, standard work and daily team routines cleared it within four months.
Find out how we did it: Driving back-office productivity at a regional bank
Case study
Published
A county council had 64 change projects, a savings target and no common way to deliver them. We helped it cut the list, agree one method and train its people.
Find out how we did it: Improving change-delivery capability in a county council