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Results across more than 300 projects:
        35% Increase in Team Capacity
        50% Reduction in Service Delivery Time
Are You Ready To Change Your Business?
Overview

A financial services client approached us to complete an urgent diagnostic review and redesign of their core revenue-producing products. We worked with their financial planning team over a period of just 7 weeks to achieve truly dramatic improvements in performance using the Six Sigma DMAIC method.

Problem Statement

Extended customer wait times and limited client on-boarding capacity were creating poor customer experience, leading to lower than industry sales conversion rates, flight of customers to other providers, and high cost of customer acquisition.

End-of-year requirements and market opportunities created urgency to have highly-practical, compliant, and sustainable solutions deployed in minimum elapsed time.

Key Aspects of Process2Customer's collaboration with the client
  • Rapid engagement with stakeholders across the business including operations, front-line, compliance, finance and IT.

  • Conducted a DMAIC project on the financial planning process

  • Conducted manual data collection including DILO (day in the life)

  • Collected and analysed data sets from different systems

  • Constructed a staff capacity and forecasting tool

     

  • Process mapping
     

  • Fishbone and 5 Whys root cause analysis workshop
     

  • Highly-facilitated and focused Lean Kaizen solution workshops

Results Achieved

The new process was capable of reducing process times by 30% and increasing conversion rates by 5%.

This created additional capacity to convert an additional 750 clients per month (or 4.4 days effort saved per resource, per month)

Summary

Client: Financial Services

Problem: Poor customer service and limited on-boarding capacity

Result:     

  • 30% Reduction in Processing Time

  • 5% Increase in Conversion Rate    

  • Additional 750 clients per month

  • 4.4 days effort saved per resource, per month  

OUR CLIENTS

Process2Customer combines a unique set of team performance and process excellence skills to help you create a 'plan to win'. We provide low-cost / high-impact services to really get your leadership team and staff team performing.

Process2Customer combines a unique set of team performance and process excellence skills to help you create a 'plan to win'. We provide low-cost / high-impact services to really get your leadership team and staff team performing.

PROJECT MANAGEMENT
LEAN SIX SIGMA
CI CHAMPIONS
TECHNOLOGY EMBEDDING
DATA MANAGEMENT
OPERATIONAL OPTIMISATION
 
OUR SERVICES
OUR TEAM

We are a group of dedicated continuous improvement professionals, passionate about enabling business with LEAN methods.

 

Sarah

"Where do I even start? You have been a role model and a valued colleague since day 1. It was by chance you became my Greenbelt coach and looking back now I cannot believe how lucky I was for that chance. Your support and kindness have been overwhelming and much appreciated"

Louise

“Your online coaching has helped to build my knowledge and confidence, and pushed me to achieve things I never thought I would. Your problem solving methods have brought a sense of fun and achievement to our workplace.”

David

“Thank you so very much for all the positive change you have brought to my organisation.

 

Your knowledge and output are GOLD!”

 
 
P2C Teams Online Training for CI Champions

Improve your companies profitability and customer service, whilst streamlining team performance.

Expert Advice

LEAN Training

Competitive Approach

 
See Our Results.

© 2023 by Process2Customer Consulting Group

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