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Case Study
Board of a major multi-national Finance Institution having decided that acquisition was their chosen exit strategy, needed to show improvements to their financial picture
to attract the right investors.
Critical Business Issue
They needed to streamline their cost infrastructure, and one of the obvious targets was their call centre operation spanning three sites across Europe.
Reason
Each call centre had evolved separately although the overall business objectives were the same in each, the mechanisms and technology used varied considerable throughout.
Vision
The client was looking for an homogeneous approach to the call centre operation, reducing costs, and ensuring that the company was presented in the same light across
the operation of its business.
They were also looking to see if there were any opportunities for increased cross and up-selling of their services through the call centre operation.
Provided
We provided an Operational Review of the Pan European Contact Centre operation, which included sites in London, Paris and Luxembourg, the business Customer Contact Strategy,
the banks CRM Strategy, and a total review of all the existing technology.
The report we compiled highlighted duplication of effort, and opportunities for co-operation in market sectors, which improved cross-selling options.
Result
- Costs savings realised of approximately $1 million ( US) as a result of merging or shelving existing projects going on separately within the 3 operations.
- The implementation of the recomended Customer Contact and CRM Strategy, which was accepted by the group, resulted in a single software platform being used across
the group, as opposed to the initial 5. This provided significant cost savings on support and integration costs estimated at $285,000 in the first half of the following
year.
- The bank was able to enhance their cross and up-selling opportunities, which resulted in a revenue growth of 10% in the first quarter.
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