Successfully mapped the customer journey and planned resources in the back office to cut processing time by 29%
Reduced chaser & repeat calls to achieve a 50% efficiency saving
The supply and demand management team have successfully adapted front office disciplines into the back office.
“The project has made a clear impact. As an organisation we can fully measure and deliver the end-to-end customer journey within agreed parameters and as a result have experienced less waste demand. By better planning and placement of staff across front and back office (to hit peaks and troughs) we can deliver this benefit with less people, making us more effective”