Improve customer servicing performance

Following a number of acquisitions, this leading insurance company established a major programme to create an integrated service and operations platform to service all Life brands and their customers and intermediaries with the intention of retaining its position as the lowest cost provider in the country..

We were engaged by the Board to work with the customer services organisation to design and pilot a new service business model with the intention of rolling it out to all service teams in the country: around 3000 staff.

In a mixed team of client and consultants, we engaged on five clear workstreams:

• Establish customer-driven objectives
• Organise for service & efficiency
• Team Leader transformation
• Operations Management clinics
• Improve the "at work" experience

We used the Operations Management Excellence methodology to pilot the new service business model using the Team Leader as the agent of change. The essence of which was persuading management to see and run the back office as an Operations Business and encouraging the team themselves to put forward and implement ideas to achieve a transformation in unit cost, efficiency and service quality in a high-volume service and processing environment.

 The client was delighted with the results witha 50% increase in operational productivity and major improvements in service turnaround times.

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