Success stories

End-To-End Solution

We provided a complete end-to-end complaint management solution to a major credit card organisation, providing them with 500 consultants and a unified complaint management system which cut complaint handling costs by 50%.

Part of a Global Banking Group and with over 8 million customers our client required a single joined up platform to manage their complaints more effectively.

Choosing our complaint management solution the client increased staff productivity, and with more robust MI and Root Cause Analysis capability, they are now using actionable business intelligence to significantly reduce customer complaints and improve service standards.

We also provided the client with 500 experienced consultants who work on the client’s site to help them manage a backlog as well as ongoing PPI cases. As part of the project, we were also engaged to undertake a proactive PPI review on behalf of the client.


 Complaint Handling

Software platform halves complaint resolution times and improves staff efficiency by over 50%.

As a major UK insurance company with over 2.6 million customers, our client was faced with new regulation and growing customer complaints. Using inflexible software, the bank realised that their incumbent system was not fit for purpose.

After considering several options, our complaint management software was chosen due to its enhanced functionality and robust monitoring and reporting capabilities.

The new platform provides the bank with the capability to manage and monitor the complaint process in a much more transparent way and allows managers to track agent productivity and workloads and avoid regulatory breaches.

We have been recognised as being instrumental in minimising the impact of increasing complaint volumes whilst significantly improving agent efficiency to deliver real business improvements.


Rectification and Remediation

We helped a major retail bank scale up their resource to manage a large pension switching programme.

We were selected by a major retail bank to undertake a pension switching programme. The project involved a review of 4,000 post A-Day cases (post 6th April 2006) and subsequently grew to approximately 10,000 cases after a sampling exercise on pre A-Day cases highlighted a requirement for additional evaluation.

We provided the client with a range of expertise, including case reviewers with specialist pension qualifications, through to the actuarial resource needed to design, build and implement a complex redress calculation system.