Our clients rely on us to deliver true value and measurable results.
We can only do this by partnering with our clients and developing a relationship of mutual trust and commitment.
Ultimately - the success of our clients is our success.
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Project
- Workshops to generate commitment to customer satisfaction
- On-site coaching for all staff to help apply workshop learnings
- Customer focus sessions to resolve line customers' concerns
Results
- 13% increase in customer satisfaction in a 3-month period
- 4% increase in responsiveness
- 10% improvement in quality of service for performance in documentation, credit and collateral
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Project
- Education and coaching for all division personnel at Executive Vice President-rank and below
- Process analysis & redesign for all major division processes
- Sales process optimization to reduce cycle time
- Implement a strategic planning process and a scorecard measurement system
Results
- 10% increase in available sales time in a three month period as a result of specific process cycle time reductions
- Group expanded to include $1 billion+ in additional portfolio
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Project
- Mobilize commitment and partnership between line customers and internal IT group
- Develop new compenteneices
Results
- Service delivery volumes up 31%
- Service turnaround times down 66%
- Rating from customers up from "Marginal" to "Highly Effective"
- IT costs has decreased 12.5% in last 2 years
- IT headcount streamlined 7% in last two years
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Project
- Revitalize the role of IT
- Redesign help desk and infrastructure processes
Results
- Implemented a new Help Desk System - Remedy ARS ®
- Cycle time for case resolution dropped by over 63%
- Network reliability reached an all-time measured high of 98.9%
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