Our Approach

We began by defining their processes, delineating their customer service process to understand the inefficiencies and technical constraints in their systems and pinpoint areas of improvement.

We agreed on the scope of work and priorities with the client and set up reporting systems to give us the current volume of errors, using these to create new designs and fixes.

We organised tailored workshops to delve into specific topics, understanding the current processes and identifying underlying issues across systems, teams, and functions.

As external advisors we challenged their existing solutions and provided insights on necessary enhancements. We collated identified issues and grouped them, laying the groundwork for targeted interventions.

Employing a phased approach, we devised a plan to address and prioritise high volume issues and enact solutions.

The Outcome

We achieved:

• Enhanced efficiency with streamlined processes which reduced the number of complaints significantly, saving our client money on contact centre costs as well as promoting positive brand reputation
• Reduced system errors from 20,000 a week to fewer than 300 a week
• Improved data quality
• Improved co-ordination with third party vendors, facilitating smoother payment operation
• Ongoing improvement and oversight into system operations with reporting systems which enable proactive issue identification and continuous refinement
• Delivered application to 6 million users