| Major Credit card business | Automated service delivery to callers. Elimination of elements of caller identification reducing handling times by 15 seconds (15%). Automatic identification and flow of callers with cards with arrears or fraud status to appropriate team, eliminating double handling. |
| Product insurer | Improved workload forecasting and resource scheduling processes to improve utilization. Improved coaching processes to increase sales conversion and lower handling times. |
| ICT service provider | Improved utilization by introducing workload forecasting and resource scheduling processes, disciplines to move resources dynamically based on need and more cross skilling. |
| Probation business | Increasing time available from front line staff to use coaching offenders by removing and centralizing administrative work, allowing it to be done by lower cost staff. Improved utilization from centralized workload forecasting and resource scheduling processes. |
| Mortgage business | New processes through development and deployment of loan quotation, origination, servicing, direct debit and arrears management systems across bank and outsourcer operations. |
| Orange Poland | Improved handling time and customer experience control through new coaching processes. |
| Accountancy and consulting business | Reduce the number of systems and process steps required to obtain approval to serve clients and bid for work. |
| Telco | Definition and implementation of transformative partner management processes. |
| Florist network | Introduction of new streamlined processes supported by Oracle CRM in contact centre and retails shops. |
| Energy utility – Designed and delivered a solution | Business continuity processes for customer service delivery in times of extreme demand. |
| Altnet – Energis | Design and implementation of expedient volume-constrained processes to enable launch to market on time despite key systems slippage, followed by revised, uncontrolled processes. |
| Regulator | Provided an assessment to the government and industry that preparations for the introduction of competition would result in a smoothly operating processes. Identified risks and suggested controls/mitigations. |
| Network integrator | Datatec – Improved a network integrator’s business model by standardising propositions, enabling more focused selling and lower cost deliveryby reducing customisation. |